Complaints Procedure For Man and Van Tufnell Park

Man and Van Tufnell Park is committed to delivering a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens we want to know about it so we can put things right, learn from the experience, and improve our service for future customers.

Purpose Of This Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our man and van or removal services, how we will respond, and the timescales we aim to meet. It applies to all customers who have used our services, including one-off moves, local house removals, office relocations, and delivery or collection services.

What We Class As A Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you expect a response or resolution. This can include, for example:

Delays to collection or delivery of your items.

Concerns about the conduct, attitude, or behaviour of our staff or contractors.

Disagreement regarding the standard of packing, handling, loading, unloading, or transport of your belongings.

Disputes relating to charges, invoices, or the scope of work carried out on your move.

Any issue where you feel we have not followed our agreed terms or have not provided the level of service you reasonably expected.

How To Make A Complaint

You can raise a complaint in writing. Written communication helps us understand the issue clearly and maintain an accurate record throughout the process.

When you contact us, please provide as much detail as possible, including:

Your full name and the address where the service took place.

The date of your move or booking.

A clear description of what went wrong and when it happened.

Any relevant supporting information, such as photographs of damage, inventory notes, or correspondences.

Your preferred outcome, for example an explanation, an apology, a review of charges, or a claim assessment.

Time Limits For Submitting Complaints

We ask that you raise any complaint as soon as reasonably possible after the event so we can investigate thoroughly. For physical damage to items or property, we recommend that you notify us within a short period of discovering the issue and provide clear evidence where available.

Our Complaints Handling Stages

We aim to deal with all complaints fairly, consistently, and promptly. Our process normally follows the stages below.

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to confirm receipt within a reasonable timeframe so you know that your complaint is being considered.

Stage Two: Investigation

Your complaint will be assigned to a member of our management or customer care team who was not directly involved in the issue. This person will review your account, booking details, and any relevant job notes. Where necessary, we may:

Contact you to clarify any points or request further information.

Speak with team members who carried out the work.

Review photographs, inventory lists, and other documentation associated with your move.

Inspect any reported damage where practical or assess the evidence provided.

We will aim to complete this investigation in a timely manner, depending on the complexity of the issue and the availability of information.

Stage Three: Response And Outcome

After the investigation is completed, we will provide a written response. This will explain:

Our understanding of your complaint.

What we have investigated and the information we relied on.

Our findings regarding what went wrong, if anything.

Any actions we propose to resolve the matter, which may include an explanation, an apology, operational changes, or, where appropriate, a commercial gesture or claim assessment.

Escalation Of Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. An escalation request should explain why you disagree with the initial outcome and provide any additional information that you feel has not been considered.

Upon escalation, a senior member of our team will re-examine the complaint, the investigation carried out, and the response given. We will then issue a final written decision. This will represent the conclusion of our internal complaints procedure.

Removals Specific Issues And Claims

Complaints about damage, loss, or delays in a removal job or man and van service may be subject to the terms and conditions agreed at the time of booking. This may include conditions relating to inventory, packing responsibility, access restrictions, and limitations of liability.

Where a complaint involves a potential claim, we will explain which parts of your concern fall under our contractual responsibilities and how this is assessed. In some cases, we may ask you to provide additional evidence such as photographs, proof of value, or confirmation of the condition of goods before the move.

How We Use Complaints To Improve

We view complaints as a valuable source of feedback. Information gathered through the complaints process is regularly reviewed to identify patterns or recurring issues in our removal and transport work. Where appropriate, we may:

Provide additional training for team members.

Update our procedures for handling goods, access, or parking.

Refine our communication before, during, and after moves.

Adjust scheduling and planning to reduce the risk of delays or misunderstandings.

Confidentiality And Data Protection

All complaints are handled with discretion. Information is shared only with those involved in investigating and resolving the issue. We handle your personal data in line with relevant data protection principles, using it only for the purpose of managing your complaint, fulfilling our contract with you, and improving our services.

Our Commitment To Fair Treatment

We aim to treat every customer fairly and with respect, whatever the nature of their concern. Using this procedure will not affect your right to seek independent advice or to pursue other remedies available to you under consumer law. Our goal is always to resolve matters promptly, reasonably, and in a way that reflects the standards we set for our removals and man and van services.