Man and Van Islington Complaints Procedure

This Complaints Procedure explains how you can raise a concern about the services provided by Man and Van Islington and how we will deal with it. It applies to all customers who use our man and van and removals services, whether for home moves, flat moves, office relocations, furniture transport, or single-item deliveries.

Our Commitment to You

Man and Van Islington aims to provide a reliable and professional removal service on every job. We take complaints seriously because they help us understand what has gone wrong, put it right where possible, and improve our service for the future.

We will always try to resolve issues as quickly and informally as possible. When a more formal approach is needed, this procedure sets out clear steps and timeframes so you know what to expect from us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service where you expect a response. This can include, for example:

Concerns about the conduct, attitude, or behaviour of our drivers, porters, or office team.

Issues with the handling of your belongings, such as damage, loss, or incorrect loading and unloading methods.

Problems with punctuality, such as late arrival or missed time slots for your removal or delivery.

Disputes about charges, quotes, additional fees, or how your final bill has been calculated.

Concerns about communication before, during, or after your booking, including clarity of information about the move.

This procedure is not for general enquiries or new booking requests. It is specifically for raising concerns about services already provided or agreed.

Step 1: Raise the Issue Informally

We encourage you to raise any concern as soon as possible, ideally on the day of your move or as soon as you become aware of a problem. In many cases, issues can be resolved quickly by discussing them with a member of our team.

If your move is still in progress, speak to the driver or team leader on site. If the move is complete, you can contact our office and explain the situation clearly. Please provide your name, moving date, pick-up and drop-off locations, and a brief description of the issue. We will do our best to resolve the matter informally at this stage.

Step 2: Making a Formal Complaint

If you are not satisfied with the outcome of the informal discussion, or if the issue is more serious, you may make a formal complaint. To help us investigate properly, please provide the following information:

Your full name and any reference number or booking details related to your move.

The date of your move and the addresses we attended.

A clear description of what went wrong and when it happened.

Details of any staff members you dealt with, if known.

What outcome you are seeking, such as an explanation, apology, or specific remedy.

If your complaint relates to damage or loss of items, please include a list of the items affected and, where possible, supporting evidence such as photographs or purchase information.

How We Will Handle Your Complaint

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

Acknowledgement. We aim to acknowledge your complaint within a reasonable period of receiving it. This acknowledgement confirms that we have received your complaint and have started our review.

Investigation. A member of our management team will review your complaint. This may include speaking to the driver or crew involved, examining booking records, job sheets, and any images or notes taken during the move, and checking any relevant terms and conditions or insurance details.

Clarification. If we need further information from you to understand what happened, we will contact you to request additional details.

Decision and response. After we have completed our investigation, we will provide a written response explaining our findings, any conclusions we have reached, and any steps we will take to put things right where appropriate.

We always aim to respond in full within a reasonable time frame. If, for any reason, our investigation takes longer, we will keep you informed of the progress and expected timescales.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, our response may include one or more of the following:

A clear explanation of what happened and why.

A sincere apology where we are at fault.

Corrective action to address any ongoing issues with your booking.

Practical steps to prevent similar issues arising in future removals or man and van services.

Information about any applicable compensation or claims process where damage or loss is involved and where such claims are supported by our terms and conditions or any insurance arrangements in place.

Time Limits for Complaints

To help ensure that we can investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the service has been provided. Delays in reporting issues may make it harder to obtain accurate information from staff and records related to your move.

Where your complaint relates to damage or loss of items during your removal, it is particularly important that you notify us promptly and keep any relevant evidence, such as photographs of the items and packaging.

Appealing a Decision

If you are unhappy with the outcome of your complaint, you can request that your case is reviewed again by a more senior member of our team, where available. In your appeal, please explain why you disagree with the initial decision and include any further information that you feel has not been considered.

We will review your appeal, taking into account all available information, and will provide you with a final response. This final response will set out our position and the reasons for it.

Using Complaints to Improve Our Service

Man and Van Islington treats all complaints as an opportunity to improve the way we deliver our man and van and removal services. We regularly review feedback and complaint outcomes to identify patterns and introduce training or procedural changes where needed.

By following this Complaints Procedure, our aim is to handle your concerns fairly, promptly, and transparently, while continuing to develop a dependable and customer-focused moving service.



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Contact us

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

Street address: 4 Aztec Row
Postal code: N1 0PW
City: London
Country: United Kingdom

Latitude: 51.5351470 Longitude: -0.1052030
E-mail:
[email protected]

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