Complaints Procedure

Man and Van Finchley Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Finchley can raise concerns about our removal and man and van services, and how those concerns will be handled. We are committed to providing a reliable, professional service for moves of all sizes and to resolving any issues quickly, fairly, and transparently.

Our Commitment to You

We aim to deliver a careful, punctual and well organised moving service. If something goes wrong, we want to know about it so that we can put things right where possible and improve our service for the future. All complaints are taken seriously and are handled in a respectful, non-discriminatory manner.

This procedure applies to all services provided by Man and Van Finchley, including house moves, flat moves, office relocations, student moves, single item transport and related loading, unloading and packing assistance.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether you feel that:

You did not receive the service you expected or were promised. Our team did not act with reasonable care and skill. There was damage, loss or delay relating to your belongings or your move. Our communication, conduct, pricing clarity, or timekeeping did not meet reasonable standards.

We encourage you to raise any concerns as early as possible so that we have the best chance to resolve the matter promptly.

How to Make a Complaint

You can make a complaint verbally or in writing. You may choose to raise an issue on the day of your move directly with the driver or team leader, or you may contact the office after the work has been completed. Written complaints are preferred for more complex issues, particularly where damage, loss or financial matters are involved, as this helps us investigate thoroughly.

When making a complaint, please provide the following information where possible:

Your full name and confirmation that you are the customer for the service. The date of your move and the collection and delivery locations. A clear description of what went wrong and when it happened. Details of any items damaged or missing, including approximate value and condition before the move. Any evidence you can reasonably provide, such as photographs of damage or copies of job notes or invoices. What outcome you are seeking, for example an explanation, an apology, a remedy or compensation where appropriate.

Timescales for Submitting a Complaint

To help us investigate effectively, we ask that you notify us of any issue as soon as you become aware of it. For damage or loss relating to a move, please report your concerns as soon as you notice the problem, and preferably within a reasonable period following completion of the service. If you experience an issue during the move itself, please bring it to the attention of the team on the day so they have an opportunity to address it immediately where possible.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear and structured process:

Acknowledgement: We will acknowledge your complaint as soon as we reasonably can. If further information is needed in order to investigate properly, we will ask you to provide it.

Investigation: Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue where possible. They may speak with the crew members involved, review job records and photographs, and consider any evidence you have supplied.

Outcome and Response: After completing the investigation, we will provide you with a written or verbal response explaining our findings. Where a complaint is upheld in full or in part, we will explain what we propose to do to put things right. This may include a practical remedy, a goodwill gesture or compensation where appropriate and proportionate. Where a complaint is not upheld, we will explain our reasons clearly.

Damage, Loss and Liability

In the event of damage or loss, we will assess the circumstances of the move, the condition and nature of the item, whether it was properly packed, and any limitations or exclusions explained in our terms and conditions. You may be asked to provide photographs and a description of the damage or loss. Any offer of repair, replacement or compensation will be made in line with our contractual terms and any applicable limitations of liability that were in place at the time of your booking.

Customer Responsibilities

For complaints to be investigated fairly, we ask customers to cooperate with us by:

Providing honest, accurate and complete information about what has happened. Responding to any reasonable requests for further details or evidence. Allowing us a fair opportunity to inspect damage where relevant. Treating our staff with courtesy and respect throughout the process.

Abusive, threatening or discriminatory behaviour towards our staff will not be tolerated. In such cases, we may restrict the means of communication we are willing to use.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of our team, who will reconsider the matter and the steps already taken. They may uphold the original decision, vary it, or propose an alternative resolution. We will provide a further explanation following this review.

If, after our internal process has been completed, you remain unhappy, you may wish to seek independent advice regarding your rights. This procedure does not affect any legal rights you may have.

Continuous Improvement

We use information from complaints and feedback to improve the quality and reliability of our man and van and removal services. Common issues are reviewed to identify any patterns, training needs or changes that can be made to our systems, equipment or communication. Our aim is to reduce the risk of similar issues arising in future and to ensure that each move is handled with care and professionalism.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with our current services and practices. We may update it from time to time, and the most recent version will apply to new complaints from the date it is published.

By booking a service with Man and Van Finchley, you agree that any concerns or complaints will be handled in accordance with this procedure and our terms and conditions. We appreciate the opportunity to respond to any issues you raise and to work with you to reach a fair and reasonable outcome.



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Contact us

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

Street address: 98 Great North Road
Postal code: N2 0NL
City: London
Country: United Kingdom

Latitude: 51.5855330 Longitude: -0.1629230
E-mail:
[email protected]

Web:
Description: Give us a call now to book the effective services of our great removal team available all over Finchley, N2. Do not miss our great discounts!
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