Highbury Man and Van Complaints Procedure
This Complaints Procedure explains how customers of Highbury Man and Van can raise concerns about our removal and transport services, and how those concerns will be handled. We are committed to resolving issues fairly, promptly, and transparently so that every customer receives a professional moving experience.
Our Commitment to Handling Complaints
Highbury Man and Van aims to deliver reliable man and van, removal, and moving services. If something goes wrong, we encourage you to tell us so that we can address the problem and improve our service. All complaints are taken seriously and will be treated with respect and confidentiality.
We will aim to:
Listen to your concerns and understand the issue from your perspective.
Acknowledge your complaint within a reasonable timescale.
Investigate matters thoroughly and impartially.
Provide a clear response with an explanation of our findings and any proposed resolution.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether written or spoken, about our services, staff, vehicles, or subcontractors, where you are expecting a response or action from us. This can include issues such as:
Concerns about the standard of a removal or delivery.
Damage or loss relating to items handled during a move.
Delays, missed appointments, or scheduling issues.
Conduct or behaviour of drivers, porters, or office staff.
Disagreement about charges or information given before or after the move.
How to Make a Complaint
You can raise a complaint in writing or verbally. While we will accept complaints made in any reasonable format, we recommend that you put your concerns in writing wherever possible, as this helps us to understand the issue clearly and keep a proper record.
Please provide as much information as you can, including:
Your full name and any reference or booking details you have.
The date of the move or service, and the locations involved.
A clear description of what went wrong and when it happened.
Details of any conversations already held about the issue.
What outcome or resolution you are seeking.
If your complaint relates to loss or damage, please include a description of the affected items and, where possible, evidence such as photos or purchase information.
Time Limits for Making a Complaint
We ask that complaints relating to a specific move or visit are raised as soon as reasonably possible, so that we can investigate while the details are still fresh and supporting information is available. If your complaint involves alleged loss or damage, you should notify us as quickly as you can after discovering the issue.
Acknowledging Your Complaint
Once we receive your complaint, we will record it and arrange for it to be reviewed by an appropriate member of our team. We will aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and advising you of the next steps.
How We Investigate Complaints
We will conduct an impartial investigation into the concerns you have raised. Depending on the nature of the complaint, this may include:
Reviewing booking records, job sheets, and any relevant documents.
Speaking with the driver, porters, or staff members involved.
Assessing photographs, inventories, or condition reports where available.
Considering any applicable terms and conditions or service agreements.
We may contact you for further information or clarification if necessary. This helps us to ensure that our understanding is correct before reaching a conclusion.
Response Times and Outcomes
Our aim is to provide a full response to your complaint within a reasonable period, taking into account the complexity of the issues and the information required. If, for any reason, we are unable to provide a full response within that time, we will let you know and explain the reasons for the delay.
When our investigation is complete, we will explain our findings and any action we propose to take. Possible outcomes may include:
An apology and explanation of what went wrong.
Practical steps to put things right where possible.
Guidance on avoiding a similar problem in future moves.
Where appropriate and in line with our terms, consideration of financial adjustments or contributions.
If You Are Not Satisfied with the Outcome
If you feel that your complaint has not been properly addressed, you are entitled to ask for a further review. You should clearly explain why you are dissatisfied with our response and identify anything you believe has not been considered.
We will then arrange for your complaint and our initial findings to be reviewed, wherever possible, by a more senior member of the team or someone not previously involved in the case. You will receive a further response outlining the result of this review and our final position.
Learning from Complaints
Highbury Man and Van treats complaints as an opportunity to learn and improve. We may use information from complaints to:
Enhance staff training and guidance.
Review and refine our procedures and service standards.
Improve communication with customers about what to expect from our removal and man and van services.
Monitor recurring issues so that we can address them proactively.
Confidentiality and Data Protection
All complaints are handled in line with our data protection responsibilities. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will keep records of complaints and outcomes securely for an appropriate period and use them only for the purposes described in this procedure and any relevant legal requirements.
Review of This Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective for our customers and suitable for the range of removal and transport services offered by Highbury Man and Van. We may update this procedure from time to time to reflect changes in our services, legal requirements, or best practice in complaint handling.
