Complaints Procedure
Man and a Van Harringay Complaints Procedure
Man and a Van Harringay is committed to providing a reliable, professional removal and man and van service. We recognise that occasionally things can go wrong, and when they do, we want to resolve issues fairly, efficiently, and transparently. This Complaints Procedure explains how you can raise a concern and what you can expect from us in response.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear route to express dissatisfaction with any aspect of our services, including domestic or office moves, packing assistance, loading and unloading, or transport. It sets out how we will record, investigate, and respond to complaints, and the steps available if you are unhappy with the outcome.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may relate to:
Service delivery, such as delays, missed time slots, or problems on moving day.
The conduct, attitude, or behaviour of our drivers, porters, or support staff.
The condition of your belongings during or after the move.
Charges, billing, or how your quote or final price has been explained.
Communication before, during, or after your man and van or removal service.
Any other concern linked to the way we have provided our services.
We handle all complaints confidentially and treat each one as an opportunity to improve our operations and customer experience.
How to Make a Complaint
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while details are still clear.
When you make a complaint, please provide as much information as you can, including:
Your full name and, if applicable, the name the booking was made under.
The date and approximate time of the service.
The pickup and delivery locations used for your move.
A clear description of what went wrong and how it has affected you.
Any relevant reference or booking numbers, if available.
What outcome you are seeking, such as an explanation, apology, or review of charges.
Providing detailed information helps us investigate thoroughly and respond more quickly.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and arrange for an appropriate member of our team to review it. We will acknowledge your complaint within a reasonable time. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.
Stage Two: Investigation
A manager or senior member of staff will examine the details of your complaint. This may involve speaking with the crew members involved in your move, reviewing job sheets, photographs, or other relevant records, and, where appropriate, discussing the matter with you to clarify any points.
Our aim is to complete the investigation promptly while ensuring it is thorough and fair to all parties. If we need more time than originally indicated, we will let you know and explain why.
Stage Three: Response and Outcome
After the investigation is complete, we will provide you with a clear response. This response will usually include:
A summary of your complaint as we understand it.
Details of the investigation carried out.
Our findings and any conclusions reached.
Any actions we will take to put matters right, where appropriate.
Any steps we will take internally to prevent similar issues occurring in future.
Possible outcomes may include an explanation, an apology, service improvements, or, where justified under our terms and conditions, a gesture of goodwill or compensation.
If You Remain Dissatisfied
If you are not satisfied with our response at Stage Three, you may ask for a further review. In this case, where possible, a different senior member of our team will reassess your complaint, the investigation, and the outcome. They may contact you for additional information or clarification.
Following this review, we will provide a final position on your complaint. At this stage, we will explain why we have either upheld or not upheld your complaint, and confirm whether any further action will be taken by Man and a Van Harringay.
Complaints Involving Loss or Damage
Where your complaint concerns loss of or damage to items during a move, it is important that you notify us as soon as reasonably possible. This allows us to assess the circumstances and condition of the items while evidence is still available.
We may ask you to provide photographs, descriptions of the items, and details of any relevant value. Our handling of such complaints will take into account our quoted terms, any limitations of liability, and the information you provided when booking your removal or man and van service.
Fairness, Confidentiality, and Data
We handle all complaints fairly and with respect for everyone involved. We do not discriminate against any customer who makes a complaint or who questions the quality of our service.
Information you provide during the complaints process will be treated as confidential and used only for the purpose of investigating and resolving your complaint, and for improving our services. We store complaint records securely and for only as long as needed, in accordance with our internal policies and applicable legal requirements.
Continuous Improvement
We regularly review complaints and feedback relating to our man and van and removal services to identify patterns, training needs, or changes required in our processes. Lessons learned from complaints are used to improve customer communication, planning, handling of goods, punctuality, and overall service standards.
By following this Complaints Procedure, Man and a Van Harringay aims to resolve concerns promptly and fairly, maintain high standards, and build long-term trust with customers who rely on our moving and transport services.
