Complaints Procedure for Man with Van Harringay

Man with Van Harringay aims to provide a reliable, professional and fair removals service. We recognise that occasionally things can go wrong and that customers may wish to raise a concern or make a formal complaint. This Complaints Procedure explains how you can do this, how we will respond, and what you can expect from us at every stage.

1. Purpose and Scope

This procedure applies to all customers who use our man and van or removal services, whether for home moves, flat moves, student moves, small office relocations or item transport. It covers complaints about our service delivery, communication, handling of goods, punctuality, conduct of staff, charges and any other aspect of our operations.

The procedure is designed to:

Ensure all complaints are taken seriously and handled promptly.
Give you a clear and simple way to raise concerns.
Provide a fair and consistent process for investigation and resolution.
Help us improve our removal and transport services over time.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you request a response or resolution. Examples include:

Delays or missed time slots for collections or deliveries.
Concerns about the way your belongings were handled, loaded or unloaded.
Damage or loss of items during a move or transport job.
Disputes over pricing, surcharges or additional work agreed on the day.
Conduct, attitude or behaviour of our drivers, porters or office staff.
Issues with the quality or completeness of the service provided.

Requests for information or minor issues that can be sorted out on the spot may be treated as queries rather than formal complaints, but you are always entitled to ask that your concern be recorded as a complaint if you wish.

3. How to Make a Complaint

You can make a complaint using any reasonable communication method. To help us deal with your complaint quickly and fairly, please include:

Your full name and the address where the service took place.
The date of your move or booking and any reference or job number you were given.
A clear description of what happened, including timescales and who was involved.
Details of any damage, loss or additional costs you believe you have suffered.
What outcome or resolution you are seeking.

Where possible, please raise your complaint as soon as you become aware of the problem. For damage or loss of items, we recommend that you notify us as soon as reasonably practical so we can investigate while details are still clear.

4. Our Complaints Handling Stages

We aim to resolve most complaints quickly at the first point of contact. If that is not possible, your complaint will follow the stages below.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge your complaint within a reasonable time and confirm that it is being investigated. Where necessary, we may ask you for further information or clarification.

Stage 2: Investigation

Your complaint will be investigated by a person with appropriate authority and knowledge of our removals operations. This may involve:

Speaking with the driver or team members who carried out your move.
Reviewing booking details, job notes and any photographs or videos provided.
Checking any relevant terms and conditions that applied to your booking.
Assessing whether our service met our stated standards and reasonable expectations.

We aim to complete this investigation as promptly as we can. If the matter is more complex and requires longer, we will keep you informed of progress.

Stage 3: Outcome and Response

After the investigation, we will provide a clear response setting out:

Our understanding of your complaint.
The findings of our investigation.
Whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take, which may include an apology, explanation, service improvement measures or, where appropriate and justified, a gesture of goodwill or contribution towards losses in line with our terms and conditions.

We will always seek to be fair, transparent and respectful, even where we do not agree with every point raised.

5. Time Limits and Evidence

To investigate effectively, we may need you to provide evidence such as photographs of any damage, lists of missing items or copies of relevant documents. Supplying this information promptly will help us to reach a decision more quickly.

There may be time limits for certain types of claims, as set out in our general terms and conditions. Where applicable, we will draw your attention to these and explain how they affect your complaint.

6. If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our response, you may ask for your complaint to be reviewed again. In that case, wherever possible, a different person with appropriate seniority will look at:

How the complaint was handled at the first stage.
Whether all relevant information and evidence were considered.
Whether the outcome and any remedy offered were reasonable and consistent with our policies and responsibilities.

After this review, we will send you a final response explaining our position. This internal process is intended to give you a clear and fair hearing within our business.

7. Our Commitment to Learning and Improvement

Complaints provide valuable feedback that helps us maintain and improve our removals and man and van services. We regularly review complaint patterns and outcomes to identify where we can:

Improve staff training and supervision.
Refine loading, packing and handling procedures.
Clarify information given to customers when they book.
Adjust schedules and planning to improve punctuality and reliability.

Our aim is to deliver a dependable service for local moves, longer trips and all types of transport jobs. By following this Complaints Procedure, we seek to address individual concerns fairly while also strengthening our overall service for every customer.

8. Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, business practices or applicable legal requirements. The most current version will always apply to new complaints raised after the date of any update.

If you have any questions about this procedure or how it applies to your situation, you can contact us and we will be happy to explain the steps in more detail.