Man and Van Highbury Complaints Procedure

Man and Van Highbury is committed to providing a reliable, professional and considerate removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service for the future.

Our Commitment to Customers

We aim to handle all complaints promptly, fairly and transparently. Every concern raised is taken seriously, whether it relates to punctuality, conduct of staff, handling of goods, communication, or any other aspect of our moving and transport services.

We will always seek to resolve issues at the earliest possible stage and to keep you informed throughout the process.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about any part of our removals or man and van service that requires a response. This may include:

Issues with booking or scheduling of your move

Concerns about the condition or safe handling of your belongings

Behaviour, attitude or professionalism of our team members

Disagreements about pricing, charges or scope of work

Problems with communication before, during or after your move

How to Make a Complaint

You can raise a complaint in any way that is convenient for you. This may be done verbally to a member of staff or in writing. If possible, we encourage written complaints so that we have a clear record of the details and can respond more effectively.

When submitting a complaint, please include the following information so we can help you promptly:

Your full name and, if applicable, the name under which the booking was made

The date of your move or the date the issue occurred

A clear description of what went wrong and how it has affected you

Any relevant reference numbers, such as your booking reference

Any evidence that may help us investigate, for example photos or item lists

Speaking to Our Team on the Day

If something goes wrong during your move, we recommend raising it with the team leader on site as soon as possible. Many issues can be resolved quickly and informally if we know about them at the time. Our staff are instructed to escalate any significant concerns to management so they can be addressed without delay.

How We Will Handle Your Complaint

We follow a clear, staged approach to handling all complaints:

Acknowledgement: We will acknowledge your complaint as soon as we receive it. For written complaints, we will confirm that we are investigating and outline the next steps.

Investigation: We will gather all relevant information, which may include speaking to staff members involved in your move, reviewing job notes, and examining any supporting evidence you provide.

Response: Once we have completed our investigation, we will provide you with a clear and reasoned response. This will explain our findings, confirm whether we agree that service has fallen short, and set out any proposed remedies.

Resolution: Where your complaint is upheld, we will work with you to agree a fair outcome. This may include an apology, a service improvement, corrective action, or where appropriate, financial redress in line with our terms and conditions.

Timeframes for Handling Complaints

We aim to resolve most complaints as quickly as possible. Many straightforward issues can be dealt with within a few working days. More complex matters, especially those involving claims for loss or damage to goods, may take longer while we gather information and assess the circumstances.

If we are not able to provide a final response within a reasonable period, we will keep you informed of our progress and let you know when you can expect a full reply.

Loss or Damage to Goods

In the rare event that your belongings are lost or damaged during a removal or transport, we will handle your complaint in line with our standard terms and conditions and any applicable insurance arrangements. You may be asked to provide proof of value, photos, or other documentation to support your claim.

We will review the information carefully, assess any responsibility on our part, and discuss possible resolutions with you. Our aim is always to deal with such matters fairly and consistently.

If You Are Unhappy with the Outcome

If you are dissatisfied with the way your complaint has been handled, or with the outcome we have proposed, you may ask for your complaint to be reviewed by a more senior member of our management team. They will look again at the details of your case and the steps already taken to resolve it.

Following this review, we will provide you with a final position. This will explain the reasons for our decision and set out any further options that may be open to you under our contract or applicable law.

Using Complaints to Improve Our Service

Your feedback is essential in helping us maintain and improve the quality of our removals and man and van services. We regularly review complaints and concerns raised by customers to identify patterns and areas for improvement. This may lead to updates in staff training, changes to procedures, or adjustments to how we plan and deliver moves.

By telling us when something has gone wrong, you give us the opportunity to put it right for you and to provide a better service to all customers in the future.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and responding to your complaint, delivering our services, and improving our operations where necessary.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and fit for purpose. We may update it from time to time to reflect changes in our services, legal requirements or best practice in the removals and transport industry.

By setting out this procedure, Man and Van Highbury aims to give you confidence that your concerns will always be taken seriously and dealt with in a fair, consistent and timely manner.



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Contact us

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

Street address: 158C Blackstock Rd
Postal code: N5 1HA
City: London
Country: United Kingdom

Latitude: 51.5604600 Longitude: -0.0988110
E-mail:
[email protected]

Web:
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