Complaints Procedure

Complaints Procedure for Man With a Van Harringay

This complaints procedure explains how Man With a Van Harringay manages and resolves concerns about our moving and man and van services. Our aim is to provide a clear, fair and timely process so that any issues are dealt with professionally and consistently.

We encourage all customers to tell us as soon as possible if something goes wrong, so we have the opportunity to put it right and improve our removals service for the future.

Scope of this Complaints Procedure

This procedure applies to all customers who have booked or received man and van or removal services from Man With a Van Harringay. It covers complaints about:

• Service quality, including punctuality, handling of belongings and conduct of staff
• Misunderstandings or disagreements about the service agreed
• Damage or loss relating to items we have been contracted to move
• Charges or billing where you believe an error has been made
• Any other aspect of our removal services you are dissatisfied with

This procedure does not cover issues that are already the subject of legal proceedings or insurance claims being handled entirely by a third party. In such cases we will still cooperate and provide relevant information where appropriate.

Our Complaints Principles

When dealing with a complaint we will follow these principles:

• Accessibility: The process is straightforward and easy to use.
• Fairness: Each complaint is considered on its own facts and merits.
• Transparency: We explain what we will do and how long it should take.
• Confidentiality: Information is handled sensitively and only shared where necessary.
• Improvement: We use the outcome of complaints to review and improve our services.

Informal Resolution

Many concerns can be resolved quickly and informally. If you experience an issue during your move, or immediately afterwards, please raise it with the driver or team member on site if it is safe and appropriate to do so. They may be able to correct the problem immediately, for example by adjusting how items are handled or clarifying an agreed service.

If the team on the day cannot resolve the matter, or if you prefer not to discuss it with them, you can move straight to the formal complaints process described below.

How to Make a Formal Complaint

To help us investigate thoroughly and fairly, please provide your complaint in writing wherever possible. In your written complaint, please include:

• Your full name
• The date of your move or booking
• A clear description of what happened and why you are dissatisfied
• Any relevant booking or reference details
• Details of any damage, missing items or additional charges you dispute
• What outcome you are seeking, such as an explanation, apology, correction or compensation

Providing clear, factual information will assist us in investigating your concerns efficiently. If we require further details, we may contact you to request additional information or clarification.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement we will:

• Confirm that we have received your complaint
• Provide a reference for the complaint for future correspondence
• Outline the next steps in the process
• Indicate the expected timescale for our investigation and response

If we believe that your concerns could be resolved more quickly by informal discussion, we may invite you to talk through the matter. This does not affect your right to a full investigation.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the events giving rise to the complaint where possible. As part of the investigation we may:

• Review your booking details, inventory and service agreement
• Speak with the driver or team members involved
• Examine any photographs, notes or other evidence
• Assess relevant policies and procedures

We aim to complete investigations within a reasonable period, taking into account the nature and complexity of the issues raised. If, for any reason, we cannot meet the original timescale, we will keep you updated and let you know when you can expect a final response.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide you with a written response. This will usually include:

• A summary of your complaint
• An explanation of the investigation steps taken
• Our findings based on the available information
• Any actions we will take as a result

Depending on the circumstances, outcomes might include one or more of the following:

• An explanation or clarification where there has been a misunderstanding
• An apology if we have not met our usual standards
• Practical steps to put things right where reasonably possible
• A review of internal practices, staff training or procedures
• Consideration of a goodwill gesture or compensation where appropriate

We will always explain the reasons for our decision and how it relates to the evidence and information we have reviewed.

If You Remain Dissatisfied

If you are not satisfied with our response, you may request that your complaint is reviewed again, providing any additional information you feel has not been fully considered. We will then reassess the matter and respond with our final position.

Where relevant, you may also choose to seek independent advice regarding consumer or contractual rights. We will cooperate with any reasonable external review processes, subject to our legal and data protection obligations.

Time Limits for Raising Complaints

We ask that complaints relating to our man and van or removal services are raised as soon as reasonably possible after the service has been provided. Reporting promptly helps us to investigate while the details are fresh and any evidence is still available.

In cases of alleged damage or loss, we may ask for photographs or supporting documentation. Delays in providing this information can affect our ability to fully investigate and may limit the options available for resolution.

Data Protection and Confidentiality

All information shared with us in connection with a complaint is handled in line with applicable data protection requirements. Details of your complaint will only be shared with individuals who need the information to investigate or respond appropriately. We retain records of complaints for a reasonable period to help monitor service quality and identify opportunities for improvement.

Continuous Service Improvement

Man With a Van Harringay is committed to improving the reliability and quality of our moving and transport services. We review complaints on a regular basis to identify trends, training needs and areas where our processes can be made clearer or more efficient. Feedback, whether positive or negative, is valuable in helping us deliver a better service to all customers.

By setting out this complaints procedure, we aim to make sure that any concerns about our removals and man and van services are dealt with responsibly, respectfully and in a way that supports fair outcomes for our customers.