Finchley Man and Van Complaints Procedure
This Complaints Procedure explains how Finchley Man and Van will handle any concerns or complaints about our removals and man and van services. We aim to resolve issues promptly, fairly and in a way that is clear and easy to understand for all customers.
Our Commitment to Customers
Finchley Man and Van is committed to delivering a reliable and professional moving service. If something goes wrong, we want to know about it so we can put it right and improve our services. All complaints are treated seriously and handled with respect, confidentiality and impartiality.
We encourage customers to raise concerns as soon as possible so that we can address them quickly, ideally while the move or related service is still in progress or shortly after completion.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of service, the conduct of our staff, or the way we have carried out or managed a move. This may include issues such as punctuality, care of belongings, behaviour of team members, communication, billing, or any other aspect of our work that you believe has not met the agreed standard.
Informal Resolution in the First Instance
Where possible, we encourage customers to raise issues informally in the first instance. If you experience a problem on the day of your move or while a service is being delivered, please speak directly to the team leader on site. They will do their best to resolve the matter immediately.
If the issue cannot be resolved on site, or if you prefer not to discuss it at that time, you can contact our office to explain the problem. Many concerns can be addressed quickly and informally without the need for a formal complaint.
How to Make a Formal Complaint
If you are not satisfied with an informal resolution or feel that a more detailed review is needed, you can submit a formal complaint. When making a formal complaint, please provide as much information as possible so we can investigate thoroughly. This should include:
The date of the move or service, the address where the service took place, a clear description of what went wrong, the names of any staff involved if known, details of any previous attempts to resolve the issue, and the outcome you are seeking, such as an explanation, apology, correction, or review of charges.
Written complaints are preferred as they provide a clear record of your concerns and help us respond accurately and efficiently.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will record it and acknowledge receipt within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process, including an indicative timescale for our investigation and response.
How We Investigate Complaints
Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the issue, where possible. The investigation may include checking booking records and job notes, speaking to the team members involved, reviewing any photos, inventories or job reports, and considering any relevant terms and conditions that applied to your booking.
We aim to complete our investigation and provide a full response within a reasonable period. If, for any reason, we need more time, we will inform you and explain the reason for the delay, as well as when you can expect a final response.
Our Response and Possible Outcomes
After we have completed our investigation, we will provide you with a written response that explains our findings, addresses each key point you raised, confirms whether your complaint is upheld in full, in part, or not upheld, and sets out any actions we will take as a result.
Actions may include an explanation or clarification, an apology, corrective action such as a remedial visit where appropriate, or a review or adjustment of charges where this is justified. Any goodwill gestures will be made at our discretion and will not affect your statutory rights.
If You Are Still Unhappy
If you are not satisfied with our final response, you may ask for the complaint to be reviewed by a more senior member of our team, where this is available. They will consider whether the complaint was handled fairly and whether the outcome was reasonable in light of the information and evidence available.
Once this review is complete, we will inform you of our final position and any further steps you may be able to take, for example referring to any relevant external bodies if applicable to your type of complaint.
Time Limits for Complaints
To help us investigate effectively, we ask that complaints are raised as soon as possible after the event. In most cases, complaints about removals and man and van work should be made within a reasonable period of the move date, as it becomes more difficult to investigate matters accurately as time passes.
Complaints about loss or damage to items should be raised promptly, ideally within a short time of delivery, so that we can inspect the items if necessary and check any supporting documentation.
Data Protection and Confidentiality
All complaints are handled in line with our data protection obligations. Information you provide will be used only for handling and resolving your complaint, for internal monitoring and service improvement, and for meeting any legal or regulatory requirements. We will not share your personal information with third parties except where necessary and lawful to do so.
Using Complaints to Improve Our Service
Finchley Man and Van views complaints as a valuable source of feedback. We regularly review complaints and outcomes to identify patterns, training needs and opportunities to improve how we manage moves and support our customers. By raising your concerns, you help us maintain and improve the quality, safety and reliability of our removals and man and van services.
This Complaints Procedure is kept under regular review to ensure it remains clear, fair and effective for customers across our service areas.
