Complaints Procedure

Complaints Procedure for Man with Van Haringey

Man with Van Haringey is committed to providing reliable and professional removal services for customers moving home, office, or individual items. We aim to deliver a smooth experience at every stage of the move. However, we recognise that sometimes things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We view complaints as an important part of improving our removal services. Every complaint is taken seriously and handled with fairness, courtesy, and confidentiality. We will:

Listen carefully to your concerns and understand what went wrong from your point of view. Acknowledge your complaint clearly and promptly. Investigate the matter thoroughly and objectively. Aim to resolve issues at the earliest possible stage. Use the outcome to improve our processes and future service.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to:

Domestic or office moves. Collection and delivery of items. Packing, loading, unloading or handling of goods. Punctuality and reliability of our drivers and teams. Conduct, attitude or behaviour of staff during a move. Quality of service in relation to what was agreed in advance.

This procedure does not cover general enquiries, requests for quotations, or routine booking matters, which should be handled through our usual customer service channels.

When to Make a Complaint

You should make a complaint as soon as possible after the issue arises so that we can investigate while details are fresh. Where possible, complaints should be raised within 28 days of the service date, especially if they relate to loss, damage, or service levels on a particular move. We may still review older complaints, but it can be more difficult to collect accurate information after a long delay.

How to Make a Complaint

You can make a complaint in writing, for example via an online form, letter or other written method. Providing written details helps us understand your concerns clearly and creates a record of the matter. When submitting your complaint, please include:

Your full name. The service date and the collection and delivery addresses used for the move. A clear description of what went wrong and when it happened. The names of any staff you dealt with, if known. Any relevant details about your booking and what was agreed. Any evidence that supports your complaint, such as photographs or notes made on the day.

This information will help us investigate efficiently and respond more quickly.

Our Complaints Handling Stages

We aim to make our complaints process straightforward and transparent. The following stages set out how we handle complaints about our moving services.

Stage 1: Initial Review and Acknowledgement

Once your complaint is received, we will log it in our internal system and assign it to a member of our team for review. We will normally acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being looked into. At this stage, we may ask you for clarification or further information if anything is unclear.

Stage 2: Investigation

The person handling your complaint will carry out a fair and objective investigation. This may include:

Reviewing your booking details and service notes. Speaking to the driver or removal team involved. Reviewing any photos, messages or other evidence you have provided. Checking any internal procedures relevant to your complaint.

We aim to complete this investigation as promptly as we can, but the time taken may depend on the complexity of the issue and the availability of information.

Stage 3: Response and Proposed Resolution

Once the investigation is complete, we will send you a written response. This response will normally include:

A summary of your complaint as we understand it. The findings of our investigation. Our decision on whether the complaint is upheld in full, in part, or not upheld. Any steps we propose to put things right, where appropriate. Any measures we will take to help prevent a similar issue in future.

Where your complaint is upheld, possible resolutions may include an apology, an explanation, corrective action on future moves, or other appropriate remedies depending on the circumstances.

Stage 4: Escalation

If you are not satisfied with our response at Stage 3, you may request that your complaint be reviewed again. In your escalation request, please explain why you are unhappy with the outcome and what you believe should be reconsidered. A more senior member of our team will then re-examine the complaint, the investigation, and the proposed resolution. After this review, we will provide a final written response setting out our position.

Timescales

We aim to acknowledge complaints and respond as promptly as possible. In some cases, particularly where the complaint is complex or involves multiple parties, the investigation may take longer. If this happens, we will let you know that we need more time and explain the reason for any delay. Our priority is to give a considered and fair response rather than rush to a conclusion.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with relevant data protection principles. Information will be shared internally only with those who need it to investigate and resolve the issue. Any personal data you provide as part of your complaint will be used solely for managing and reviewing that complaint and for improving our removal services.

Using Feedback to Improve Our Services

We welcome feedback from all customers, whether positive or negative. Complaints help us identify where our moving services, scheduling, customer support or staff training can be improved. We regularly review complaint trends and outcomes to refine our procedures and maintain high standards across our man and van operations.

By following this complaints procedure, we aim to handle every concern fairly, promptly and professionally, and to ensure that customers using Man with Van Haringey can have confidence in the way their issues will be addressed.