Complaints Procedure for Finsbury Park Man and Van
Finsbury Park Man and Van is committed to providing a reliable, professional removal and man and van service. We recognise that on some occasions things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us throughout the process.
Our commitment to resolving complaints
We aim to deal with all complaints fairly, transparently and promptly. Our objectives when handling a complaint are to:
Listen carefully to your concerns and understand what has happened from your perspective.
Investigate the circumstances in a thorough and impartial way.
Offer a clear explanation, together with any appropriate remedy.
Use the outcome to improve our local removal and transport services for future customers.
What is a complaint
A complaint is any expression of dissatisfaction about the service you have received from Finsbury Park Man and Van. This can include:
Issues with booking, quotations or arrival times.
Concerns about the conduct or behaviour of our team members.
Problems during a move, loading, unloading or transport of items.
Concerns about damage, loss or how a previous issue has been handled.
You do not need to use the word complaint for us to treat your feedback as one. If you are unhappy with any aspect of our work, we will log and review it as a complaint if you wish.
How to make a complaint
You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of the team. To help us deal with your concerns efficiently, please provide the following information where possible:
Your full name and an indication of how we should contact you in response.
The date of your move, collection or delivery.
Any reference number or job description you have been given.
A clear description of what went wrong and when it occurred.
Details of any immediate impact, such as damage, delay or additional costs.
What outcome you are seeking, for example an explanation, apology, remedial work or consideration of compensation.
If you raise your concerns during a job, our team will do their best to resolve the matter on the spot. If it cannot be resolved immediately, the complaint will be recorded and passed to a manager for formal review.
Acknowledgement of your complaint
Once your complaint has been received, we will acknowledge it within a reasonable timeframe. Our acknowledgement will usually confirm:
That we have logged your complaint.
The name or role of the person who will be handling it.
Any further information we may need from you.
Our expected timescale for providing a full response.
How we investigate complaints
We aim to investigate every complaint in a fair and balanced manner. Depending on the nature of your concerns, this may include:
Reviewing your booking details, inventory and any agreed service specification.
Speaking with the driver or removal team involved.
Checking schedules, route information and any relevant photographs or notes.
Assessing reports of loss, damage or delays in line with our terms of service.
We will keep your personal information secure and use it only for the purposes of handling your complaint and improving our services.
Our response and possible outcomes
When our investigation is complete, we will provide you with a clear and reasoned response. This will usually include:
A summary of your complaint and the issues we have considered.
What we have found during our investigation.
Whether we uphold your complaint in full, in part, or not at all.
Any actions we will take, such as an apology, corrective steps or service improvements.
Where appropriate, we may also explain how we have applied our terms and conditions, including any relevant limits on liability for removal and transport work.
Timescales for resolution
We aim to resolve most complaints within a reasonable period from the date we receive all necessary information. Complex cases, such as those involving multiple properties, higher value items or third party involvement, may take longer. If we need more time, we will keep you informed of progress and let you know when you can expect an update.
Escalating your complaint
If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within the company. When asking for an escalation, please explain why you remain unhappy and what you would like us to reconsider.
The escalation review will normally be conducted by a senior member of our team who was not directly involved in the original handling of your complaint. They will look at the matter afresh, taking into account any additional information you provide.
Complaints about loss or damage
If your complaint concerns loss of, or damage to, items moved by Finsbury Park Man and Van, we ask that you notify us as soon as it is identified. Prompt notification helps us assess the cause and any potential remedies more effectively.
We may request photographs, descriptions of the items involved and confirmation of their condition before the move. Any remedies offered will be considered in line with our terms and conditions, which may include specific requirements or limitations relating to packing, fragile items, owner packed cartons and pre-existing damage.
Learning from complaints
We treat complaints as an important source of feedback about our local man and van and removal services. Where our review identifies that we could have done better, we will consider measures such as additional staff training, updated procedures or changes to our booking and communication processes. Our aim is to reduce the likelihood of similar issues arising in future and to continue improving the experience of customers who rely on us for moving and transport support.
Monitoring and review of this procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the services we provide. We may update it from time to time to reflect changes in our operations, industry standards or customer expectations. The most recent version of this Complaints Procedure will always apply to how we handle your concerns.
