Man and Van Barnsbury Complaints Procedure

This complaints procedure explains how Man and Van Barnsbury handles concerns and complaints about our moving and removal services. We are committed to dealing with all feedback fairly, promptly, and in a way that aims to restore your confidence in our service.

Our Commitment to Customers

Man and Van Barnsbury aims to provide a reliable, professional and careful moving service for households and businesses. If something goes wrong, we want to know. Complaints help us put things right for you and improve the way we plan and deliver moves, collections and deliveries in the future.

We treat every complaint seriously, whether it relates to booking, packing, loading, transport, delivery, conduct of staff, timing, charges, or the condition of your goods on arrival.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services where you expect a response. This can include, for example:

Delays in collection or delivery of your items.

Damage to property or belongings during loading, transport, or unloading.

Disagreement about the price charged compared with an estimate or quotation.

Concerns about the behaviour, attitude or professionalism of our staff or drivers.

Issues with communication, booking details, or changes to your moving date or time.

How to Raise a Complaint

You should raise any concerns as soon as possible so that we can investigate while details are still clear and relevant information is available. When making a complaint, please provide:

Your full name and, if relevant, the name the booking was made under.

The date of your move or service, and any reference or job number you may have been given.

A clear description of what went wrong, including key times, locations and people involved.

Details of any loss or damage, including photographs if you have them.

What outcome you are seeking, for example an explanation, apology, correction, or compensation.

You may raise a complaint verbally to a member of staff or in writing. Written complaints are often helpful as they create a clear record of what happened and what you are asking us to review.

Timescales for Submitting Complaints

To help us investigate effectively, we ask that you raise any complaint about our moving or handling of goods within a reasonable time, preferably within 14 days of the service being provided. If your complaint relates to lost or damaged items, we may not be able to fully investigate or consider compensation if a substantial amount of time has passed.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. Where your complaint is made in writing, we will confirm that we have received it and that an investigation is under way.

Initial Review: We will review the details you have provided and, if necessary, contact you to clarify any points or request additional information, such as photographs, copies of paperwork, or further description of events.

Investigation: We will then investigate your concerns. This may involve speaking to the driver or team who carried out your move, reviewing booking information, job sheets and any other relevant records, and examining any available photographs or evidence relating to your complaint.

Response: Once the investigation is complete, we will provide you with a reasoned response. This will normally include our findings, any explanation or apology we consider appropriate, and, where necessary, details of any corrective action or proposed resolution.

Typical Investigation Timeframes

We aim to complete most investigations and send a full response within 10 working days of acknowledging your complaint. Where a complaint is particularly complex, involves multiple parties, or requires specialist assessment of damage, the investigation may take longer. If this happens, we will keep you informed of progress and let you know when you can expect a final response.

Possible Outcomes and Resolutions

Our primary goal is to deal with complaints fairly and proportionately. Depending on the circumstances, potential outcomes may include:

A clear explanation of what happened and why.

A formal apology from Man and Van Barnsbury if we have fallen short of expected standards.

Corrective actions, such as staff training, changes to procedures, or adjustments to how we plan and carry out moves and collections.

Where appropriate and in line with our terms and conditions, a financial gesture, refund or contribution toward repair or replacement of damaged items.

Any resolution will take into account the evidence available, the condition and value of any goods before the move, the terms under which the service was provided, and any limitations set out in our service agreement.

If You Are Unhappy with the Outcome

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again. When doing so, please set out why you disagree with our decision and provide any additional information or evidence you would like us to consider.

A more senior member of our team will then reassess your complaint, the original investigation and outcome. After this review, we will provide you with a further and final response. This internal review process is designed to ensure that your concerns have been examined thoroughly and fairly.

Using Complaints to Improve Our Service

Man and Van Barnsbury uses feedback and complaints to drive continuous improvement across our removal and man and van services. We review complaints regularly to identify patterns, such as recurring issues with packing, timing, access, parking, or communication with customers. Where we identify areas for improvement, we may introduce new training, update our procedures, or adjust how we plan and manage moves.

By telling us when things go wrong, you help us to provide a more reliable and professional moving experience for future customers.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information you provide will be used only for investigating and resolving your complaint, and for improving our services. We will store complaint records securely and only share details with staff who need them for the purposes of handling your case and improving the way we work.

This complaints procedure does not affect your statutory rights or any rights you may have under our terms and conditions of service.



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Contact us

Company name: Man and Van Barnsbury Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 82 Holloway Rd
Postal code: N7 8JG
City: London
Country: United Kingdom

Latitude: 51.5496300 Longitude: -0.1079270
E-mail:
[email protected]

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