Complaints Procedure

Highbury Man and Van Complaints Procedure

Highbury Man and Van is committed to providing a reliable, professional and considerate removal service. We recognise that, despite our efforts, things can occasionally go wrong. This Complaints Procedure explains how you can raise a concern about our man and van or removal services, how we will respond, and what you can expect from us at each stage.

1. Purpose of this complaints procedure

The purpose of this complaints procedure is to provide a clear, fair and accessible process for customers who wish to raise a concern or complaint about any part of our service. This includes local moves, partial and full house removals, office moves, packing support, loading and unloading, and short-distance or longer-distance transport carried out by Highbury Man and Van.

We use all feedback, including complaints, to improve the quality, safety and reliability of our removal services. We aim to resolve issues as quickly as possible and to treat every complaint seriously and professionally.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about the service you have received from Highbury Man and Van, whether it relates to:

- The conduct, timekeeping or attitude of our drivers, porters or customer service team
- The way your belongings were handled, packed, loaded, transported or unloaded
- Delays, missed time slots or changes to agreed removal dates, where within our control
- Lost or damaged items during the move
- Billing, pricing or quotation concerns for our man and van or removal work
- Any other aspect of your experience with Highbury Man and Van

If there is anything about our service that you are unhappy with, we encourage you to tell us. Raising a complaint will not affect your rights and will not prejudice any ongoing or future bookings with us.

3. How to make a complaint

You can raise a complaint in any of the following ways:

- Speak to a member of the removals team on the day of your move, where this is practical and safe to do so
- Contact our office team and state clearly that you wish to make a complaint
- Put your complaint in writing, giving as much detail as possible about the issue

When making a complaint, please provide:

- Your full name and the address where the service took place
- The date of your move and, if possible, your booking reference
- A clear description of what went wrong and when it happened
- Details of any items involved, including photos if there is damage
- What you would like us to do to put things right, if you have a preferred outcome

4. Time limits for raising a complaint

We recommend that you raise any concerns about our man and van or removal services as soon as possible, while all details are still fresh in mind.

If your complaint relates to loss or damage to belongings, please notify us as soon as reasonably possible after the move. This helps us investigate promptly and assess the circumstances, including how the items were packed and handled.

5. How we will handle your complaint

We aim to deal with all complaints promptly, fairly and consistently. Our process will usually follow these steps:

Stage 1: Initial acknowledgement
Once we receive your complaint, we will record the details and acknowledge receipt. We will normally confirm that we have received your complaint within a reasonable timeframe. At this stage we may ask for further information or evidence to help us understand the issue fully.

Stage 2: Investigation
Your complaint will be allocated to a member of our management or customer service team who is best placed to review the matter. They may:

- Speak to the driver or porters who carried out your move
- Check our booking notes, schedules and removal documentation
- Review any photos, videos or written information you provide
- Consider any relevant terms and conditions that applied to your booking

Stage 3: Response and proposed resolution
After investigating, we will provide a response explaining our findings and any steps we propose to take. This may include an apology, an explanation, corrective action on future jobs, or, where appropriate and in line with our terms and conditions, a financial gesture or contribution towards repair or replacement.

We aim to respond with an outcome within a reasonable timeframe. If we need longer due to the complexity of the issue, we will let you know and keep you updated.

6. Outcomes and remedies

We will always try to reach a fair and practical outcome. Depending on the circumstances, possible resolutions may include:

- A clear explanation and, where justified, an apology
- Corrective measures in our processes or staff training
- Taking steps to complete any agreed services that were not carried out
- Considering a contribution towards repair, cleaning or replacement of damaged items, where appropriate and subject to our terms and conditions and any cover in place

Any remedies offered will take into account the evidence available, the value and condition of the items involved, your responsibilities for packing and preparation, and any limitations or exclusions stated in the terms provided at the time of booking.

7. If you remain dissatisfied

If, after we have provided our final response, you remain unhappy or feel that your complaint has not been handled fairly, you may contact us again to explain why you disagree with the outcome. Where appropriate, your complaint may then be reviewed by a different member of the management team, who will consider whether the original decision should be upheld or adjusted.

We will confirm to you when our internal complaints procedure has been fully exhausted.

8. Our commitment to continuous improvement

Highbury Man and Van values all feedback from customers using our removal and man and van services. We regularly review complaints and comments to identify patterns, improve staff training, refine our procedures and enhance the way we plan and carry out moves.

By following this complaints procedure, we aim to resolve individual concerns and raise the overall standard and consistency of our service for every customer we move.

9. Review of this complaints procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and in line with our current operating practices. Any updated version will apply to new complaints from the date it is published.

If you have any questions about this procedure or how it applies to your situation, please contact our office team, who will be happy to explain the process in more detail.