Complaints Procedure

Man with Van Harringay Complaints Procedure

Man with Van Harringay is committed to providing a professional, reliable and fair removal service. We aim to handle every move with care, from small man and van jobs to larger household and office relocations. If something goes wrong, we take it seriously. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We want every customer to feel confident that any problem will be dealt with promptly and fairly. When you make a complaint, we will:

• Treat you with respect and courtesy at all times
• Listen carefully to your concerns
• Aim to resolve the issue as quickly as possible
• Keep you informed throughout the process
• Use your feedback to improve our removal and moving services

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Harringay, including but not limited to:

• Local and regional house moves
• Apartment and flat removals
• Office and small business moves
• Packing, loading and unloading services
• Short-distance transport of furniture and personal belongings

You may raise a complaint about any part of our service, such as punctuality, conduct of staff, condition of your items on delivery, communication, or how your booking was handled.

Informal Resolution in the First Instance

If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible with the driver or team leader on the day of the move. Many issues can be resolved quickly on the spot through clear communication.

If the problem cannot be resolved immediately, or if you prefer not to discuss it with the on-site team, you can move straight to the formal complaints process described below.

How to Make a Formal Complaint

To help us investigate your complaint efficiently, please contact us in writing. In your complaint, include the following information:

• Your full name
• The date of your move or booking
• Your collection and delivery locations
• A clear description of what went wrong
• Any relevant details about the booking, such as the service requested or times agreed
• Any supporting information you feel is important, such as photographs of damage or written notes

If your complaint relates to loss or damage, please provide details of the items involved and, where possible, an indication of their age and condition at the time of the move.

Time Limits for Submitting a Complaint

To ensure that we can properly investigate, we ask that you submit your complaint as soon as possible and no later than 14 days after the completion of your move. Complaints received after this period may be more difficult to assess fully, especially in relation to alleged damage or loss.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

1. Acknowledgement
We will acknowledge your complaint in writing within five working days of receipt. The acknowledgement will confirm that we have received your complaint and that an investigation is underway.

2. Investigation
We will review all relevant details, which may include speaking to the driver and any crew involved, checking booking records, job notes, and any photographs or evidence provided by you. We may contact you to clarify points or request further information.

3. Response
We aim to provide a full written response within 20 working days of acknowledgement. If we are unable to conclude the investigation within this time, we will let you know and provide an updated timescale, together with an explanation of any delay.

Possible Outcomes

After completing our investigation, we will write to you to explain our findings and any action we propose to take. Depending on the nature of the complaint, outcomes may include:

• An explanation and, where appropriate, an apology
• Corrective action on future bookings or internal processes
• A goodwill gesture
• Consideration of compensation where loss or damage has been established and falls within our agreed terms

Any offer made is at the discretion of Man with Van Harringay and will take into account the service booked, the circumstances of the incident and any relevant terms and conditions that applied to your move.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within the company. In your request, please explain why you are unhappy with the outcome and what you feel would be a fair resolution.

A separate review will then be carried out, taking into account both the original complaint and the way it was handled. We will aim to provide a final written response within 15 working days of receiving your escalation request.

Fair Treatment and Confidentiality

All complaints are handled confidentially and in line with our data protection responsibilities. Your complaint will not affect the way we provide current or future services to you. We do not tolerate any form of discrimination, and every customer will be treated fairly and consistently.

Using Feedback to Improve Our Service

We view complaints and feedback as an important opportunity to improve the reliability and quality of our removal and man and van services. Where our investigation highlights areas for improvement, we will review our procedures, staff training and working practices to reduce the chance of similar issues occurring in the future.

Changes to This Complaints Procedure

Man with Van Harringay may update this complaints procedure from time to time to reflect changes in our services, company structure or legal requirements. The version published on our website is the most current and will apply to any new complaints raised.

If you have any questions about this procedure or are unsure how to raise a complaint, please contact us in writing and we will be happy to explain the process in more detail.