Man and Van Harringay Complaints Procedure

Man and 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 hear about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure is designed to provide a clear and fair process for dealing with complaints about any aspect of our man and van or removal services, including local moves, longer-distance moves, packing or loading, and associated customer service. Our aim is to resolve issues as quickly and effectively as possible, keeping you informed throughout.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about any part of our service. This may include, but is not limited to:

Problems with the standard of our moving or loading services, conduct or behaviour of our staff or contractors, punctuality, delays or missed bookings, handling of belongings or property, clarity of information provided before or during your move, and how we have managed a previous concern or enquiry.

If you are unsure whether your concern counts as a complaint, we encourage you to raise it with us so we can address it appropriately.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us to understand the issue clearly and keep an accurate record of what has happened.

When you contact us, please provide the following information so we can investigate quickly and thoroughly:

Your full name, your preferred method for us to reply, the date and location of the service, a clear description of what went wrong, details of any conversations already held with our team about the issue, and any evidence you feel is relevant, such as photos, inventory lists, or notes taken on the moving day.

If you need help explaining your complaint or setting it out clearly, you may ask a friend, family member or adviser to assist you. We will always treat complaints made on your behalf with the same care and attention, provided we can confirm your permission where appropriate.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will review the information provided. We will send you an acknowledgement as soon as reasonably possible, confirming that we have received your complaint and explaining the next steps. In our acknowledgement we may ask for any additional details or clarification needed to begin a fair investigation.

Stage 2: Investigation

Your complaint will be investigated by a member of our management team who is not directly involved in the matter wherever possible. The investigation may involve reviewing booking records and job notes, speaking with the staff members who carried out your move, examining any relevant photos or documentation, and comparing what happened with our internal policies and service standards for removal work.

We aim to complete the investigation within a reasonable timeframe. If we believe it will take longer, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

When our investigation is complete, we will send you a written response. This will explain:

A summary of your complaint, the findings of our investigation, whether your complaint is upheld in full, in part, or not upheld, and any actions we will take as a result.

Where we agree that something has gone wrong, we will seek to provide a fair and proportionate outcome. This may include an explanation and, where appropriate, an apology, steps to put things right where possible, and measures to ensure similar issues are less likely to occur in future.

Escalating Your Complaint

If you are not satisfied with our Stage 3 response, you may ask us to review the complaint again. In your escalation request, please explain why you disagree with our findings or outcome and include any information you believe we may have missed.

Where possible, your escalated complaint will be reviewed by a different member of our management team. We will then provide a final written response, confirming our position and any further actions we can take. This will normally conclude our internal complaints process.

Timescales

We aim to handle complaints promptly and fairly. While timescales may vary depending on the complexity of the issue, our general approach is:

Send an acknowledgement of your complaint as soon as reasonably possible, carry out an investigation without unnecessary delay, and provide a written response once the investigation is complete. If we cannot meet our intended timescales, we will keep you updated and explain the reasons for any delay.

Complaints Relating to Loss or Damage

If your complaint involves alleged loss of, or damage to, your belongings during a move, please raise this with us as soon as you become aware of it. Prompt notification helps us to investigate the circumstances accurately, particularly for local moves and same-day man and van services where details are fresh in the minds of those involved.

We may ask you for photos of any damage, a description of the item, purchase information if available, and information about the condition of the item before the move. We will review these details alongside our job records and any protection measures that were in place.

Our Commitment to Fairness and Improvement

We are committed to handling all complaints sensitively, confidentially, and without discrimination. Making a complaint will not affect any ongoing or future bookings with our removal service. We use feedback to review our training, procedures and service standards, so that we can improve the experience for all customers using our man and van services.

Record Keeping

We keep records of all complaints received, together with the actions taken and the outcomes reached. These records help us to monitor patterns, identify areas for improvement, and ensure our responses remain consistent and fair over time.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with our responsibilities as a professional removal service provider. Updated versions may be issued from time to time, and will apply to complaints received after the date of publication.