Complaints Procedure

Man with Van Harringay Complaints Procedure

Man with Van Harringay is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for future customers.

This complaints procedure explains how you can raise a concern about our man and van or removal services, what you can expect from us, and the standards we follow when handling and resolving complaints.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:

Concerns about how your move was planned, scheduled, or managed. Issues relating to timekeeping, arrival or completion times. Concerns about the conduct, attitude or behaviour of our team members. Problems with how your belongings were handled, packed, loaded, transported or unloaded. Disputes over charges or the accuracy of quotes, invoices, or payment terms. Any aspect of our communication before, during or after your move.

We welcome feedback of all kinds. If you are unsure whether your concern is a complaint, we encourage you to raise it with us anyway so that we can review the situation and respond appropriately.

How to Make a Complaint

You can make a complaint in writing, providing as much detail as possible about your experience and what you would like us to review. Please include your full name, the date of your move or booking, the collection and delivery locations, and any reference or booking number if available.

When describing your concern, it is helpful to include key times, the services provided, and the names of any team members you dealt with, if known. The more information you provide, the easier it will be for us to investigate and resolve your complaint promptly.

We encourage you to raise your concerns as soon as possible after the issue arises so that we can look into matters while details are still fresh and any evidence is easier to obtain.

Our Complaint Handling Stages

We aim to resolve complaints fairly and efficiently through a clear, step-by-step process.

Stage one: Initial review. Once we receive your complaint, we will acknowledge it and log it in our internal system. We will review the information you have provided alongside any notes, job records or communications relating to your booking.

Stage two: Investigation. A member of our management team will investigate your complaint. This may include speaking to the staff involved, checking schedules and job sheets, reviewing photographs or written notes, and examining any other relevant evidence. We may contact you if we need further information or clarification.

Stage three: Response. After our investigation, we will provide you with a written response setting out our findings, any conclusions we have reached, and where appropriate, any proposed actions or remedies. We will explain our reasoning clearly and refer to the information we relied on when making our decision.

Timescales for Responding

We aim to acknowledge all complaints promptly. We will then work to investigate and respond as quickly as is reasonable, taking into account the complexity of the issue and the information required.

Some matters can be resolved very quickly, while others, such as those involving potential damage to items or disputes over service quality, may need a more detailed investigation. If we expect the process to take longer than usual, we will keep you updated on progress and let you know when you can expect a further response.

Outcomes and Possible Resolutions

Our goal is always to reach a fair and reasonable outcome. Depending on the nature of your complaint and the results of our investigation, possible resolutions may include an explanation or apology, practical steps to remedy the issue where possible, or other appropriate actions based on the circumstances.

Every complaint is considered on its own facts. We will always explain how we reached our decision and what, if anything, we are able to offer by way of resolution.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint or believe that we have not properly addressed a particular point, you can ask for a further review. In your request, please clearly state which aspects of the decision you disagree with and why, and provide any additional information you feel is relevant.

A different member of our management team will review the original investigation, any new information you have provided, and the decision reached. They will then issue a final response, confirming whether the original outcome is upheld, varied or overturned.

Fairness, Confidentiality and Data Protection

We handle all complaints fairly, consistently and without discrimination. Your complaint will not affect the standard of service you receive from us in the future. We treat all information you provide in connection with your complaint as confidential and only share it with those who need it to investigate and resolve the matter.

We store complaint records securely in line with applicable data protection principles and retain them only for as long as necessary for business, legal or regulatory purposes. These records also help us monitor trends, identify areas for improvement and enhance the quality of our removal services.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review how we work and to improve. Whether your concern relates to a local move, a longer distance job or a small van collection, we carefully review the issues raised to see what we can learn.

We may update staff training, amend internal procedures, or adjust how we plan and communicate about our services. By following this complaints procedure and listening to our customers, Man with Van Harringay aims to maintain high standards and deliver dependable moving and transport services across our service area.