Man and Van Hornsey Complaints Procedure

Man and Van Hornsey aims to provide a reliable, efficient and professional removal service on every job. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Our Commitment To You

We are committed to handling all complaints fairly, transparently and promptly. Every concern is an opportunity for us to put things right and to improve the quality of our home and office removals, man and van work, and related services across our operating area.

We will always aim to:

Clearly explain how you can make a complaint and what information we need from you.

Acknowledge your complaint within a reasonable timeframe.

Investigate the matter carefully and objectively.

Provide a clear response, setting out our findings and any proposed resolution.

Use your feedback to reduce the risk of similar issues arising again.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether you consider the issue to be minor or serious. This can include, for example:

Concerns about the quality of packing, loading or unloading.

Disputes about timing, arrival, or completion of a move.

Concerns about conduct, attitude or professionalism of our team members.

Issues relating to damage, loss or handling of your belongings.

Concerns about charges, invoicing or agreed quotations.

You do not need to use specific language or legal terms. If you tell us that you are unhappy with any aspect of our removal or man and van services and you would like the matter investigated or resolved, we will treat it as a complaint.

How To Make A Complaint

You can raise a complaint using any usual method you use to contact us for bookings or enquiries. When making a complaint, 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 the date of the incident you are complaining about.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information you have available, such as photographs, inventory notes or written confirmations of arrangements.

Providing accurate and complete information will help us understand the issue quickly and carry out a fair investigation.

Stage One – Initial Review And Acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. We aim to acknowledge receipt within a reasonable time, usually within a few working days.

At this stage we will:

Confirm that we have received your complaint.

Check that we have all information we need to understand the issue.

Tell you if we require any additional details or clarification.

Explain the next steps and the expected timescale for our response.

Stage Two – Investigation

We then carry out a full and objective investigation. Depending on the nature of your complaint, this may include:

Reviewing booking records, job sheets and any written instructions.

Speaking to the team members who carried out your move.

Examining any relevant photographs or evidence you have provided.

Checking vehicle logs, timings and route information where applicable.

We always aim to handle investigations as quickly as possible while ensuring they are thorough and fair. If the matter is complex or requires more time than originally indicated, we will keep you updated.

Stage Three – Response And Outcome

Once the investigation is complete, we will provide you with a clear written or verbal response explaining:

What we have investigated and what information we considered.

Our findings in relation to the issues you raised.

Whether we agree that something went wrong and, if so, how and why.

Any steps we propose to resolve the issue.

Possible outcomes may include:

An explanation or clarification where there has been a misunderstanding.

An apology where our service has fallen short of our standards.

Taking practical steps to put things right where reasonably possible.

Reviewing or adjusting internal processes, training or guidance to prevent similar issues.

Where your complaint involves alleged damage or loss of goods, we will assess any claim in line with our terms and conditions, including any applicable limitations or exclusions. We may ask for supporting evidence to help us reach a fair decision.

Escalation If You Remain Dissatisfied

If you are not satisfied with our initial response, you may ask for the complaint to be reviewed again. In this case, a more senior member of our team will look over the matter, taking into account:

The original complaint and all information you provided.

The findings and reasoning behind our first response.

Any new information or concerns you wish to add.

Following this review, we will provide a final position on your complaint. We will explain our conclusion and the reasons for our decision in clear language.

Time Limits For Making A Complaint

To help us investigate effectively, we encourage customers to raise any concerns as soon as possible after the service has taken place, and ideally no later than a short time after the move or event you are complaining about. Complaints raised long after the date of service may be more difficult to investigate fully, especially where evidence or recollections have faded.

How We Use Complaints To Improve

We take every complaint seriously, regardless of its size or subject. All complaints are recorded and reviewed periodically so that we can identify patterns, learn from mistakes and improve our removal and man and van services. This can lead to enhanced training for staff, changes to procedures, closer supervision, or adjustments to how we plan and carry out moves.

Data Protection And Confidentiality

Any personal information you provide as part of a complaint will be handled in line with our data protection obligations. We will only share details internally with team members who need to know in order to investigate and resolve your complaint. We will not disclose your information to third parties unless required to do so by law.

Summary

Man and Van Hornsey wants every customer to feel confident that their concerns will be heard and addressed professionally. If you feel we have fallen short in any way, please let us know. By following this Complaints Procedure, we will work with you to reach a fair and reasonable outcome and to maintain the high standards we aim to deliver across all of our removal and man and van work.



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Contact us

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

Street address: 24 Church Ln
Postal code: N8 7BU
City: London
Country: United Kingdom

Latitude: 51.5864740 Longitude: -0.1147790
E-mail:
[email protected]

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