Man with Van Haringey Complaints Procedure

This Complaints Procedure explains how Man with Van Haringey manages and resolves complaints about our man and van and removal services. Our aim is to handle every concern fairly, promptly, and professionally, ensuring customers feel listened to and treated with respect.

Our Commitment to You

We work hard to deliver reliable, careful and punctual moving services, whether for small moves, flat moves or larger household removals. If something does go wrong, we want to know about it so we can put it right and improve our service. We treat all complaints seriously and use the findings to review our practices and staff training.

What This Procedure Covers

This procedure applies to any complaint about our services, including:

Issues with bookings, scheduling or arrival times
Concerns about handling or care of goods during loading, transport or unloading
Damage or loss of items during a move
Conduct, behaviour or attitude of team members
Charges, estimates, quotes and payment disputes
Quality of communication before, during or after your move

It covers services we provide directly to you as part of our man and van and removal operations.

First Step: Raise Your Concern Informally

If you are unhappy with any part of your move, we encourage you to tell the team on the day, where possible. Many issues can be resolved quickly at the time. Explain clearly what has gone wrong and what outcome you are looking for. Our staff will do their best to resolve the issue immediately or as soon as reasonably possible.

If the matter cannot be resolved on the day, or you prefer not to discuss it with the team at the time, you can raise a formal complaint as outlined below.

How to Make a Formal Complaint

You can make a formal complaint in writing. Please set out:

Your full name and the address where the service took place
The date of your move and your booking reference, if available
A clear description of what went wrong
Any steps already taken to resolve the issue
The outcome you would consider fair, such as an explanation, an apology or consideration of compensation

Please include any relevant supporting information, such as photographs of damage, inventories, or copies of written communication. Providing full details at the outset helps us investigate your complaint more efficiently.

Time Limits for Making a Complaint

We ask that you raise any complaint as soon as possible after the service, so that information and evidence are still fresh. Where the complaint relates to alleged damage or loss, you should notify us as soon as you become aware of the issue. While we will always try to consider concerns raised later, delays in reporting may affect what we are reasonably able to investigate or verify.

How We Will Handle Your Complaint

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

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe, confirming that we have received it and that an investigation has begun.

Investigation: We will review your account, our booking records, job sheets and any notes made by the team. Where appropriate, we may speak to the staff involved and ask you for further information or clarification.

Assessment: We will assess what happened, whether our standards were met, and whether any service failings occurred. We will consider the evidence you provide and what is reasonable in all the circumstances of the move.

Outcome: We will provide a written response setting out our findings, any steps already taken, and any further action we propose to take. This may include an explanation, an apology, corrective action for future moves, or, where appropriate and subject to our terms, consideration of a goodwill gesture or compensation.

Timescales for Response

We aim to provide a full response to your complaint within a reasonable period, taking into account its complexity and the availability of information. If we cannot give a final response within this timeframe, we will keep you informed of our progress and let you know when you can expect a full reply.

If You Are Not Satisfied With the Outcome

If you remain unhappy after receiving our response, you may ask us to review the decision. In doing so, please explain why you disagree with our findings or the proposed resolution and provide any additional information that you consider relevant. We will arrange for a further review, where possible by someone not directly involved in the original handling of your complaint, and provide a final position.

Claims for Loss or Damage

Where your complaint involves alleged loss or damage to items, we may ask for evidence of the condition and value of the goods, such as photographs, receipts or valuations. Any consideration of compensation will be subject to our terms and conditions, any agreed limits of liability, and applicable law. It is your responsibility to ensure that adequate insurance is in place for your belongings during any move.

Using Complaints to Improve Our Service

We use the information gathered from complaints to identify trends, training needs and areas for improvement across our removal and man and van services. This may include updating our procedures, improving staff guidance, or revising how we plan and carry out moves to reduce the risk of similar issues arising in the future.

Confidentiality and Data Protection

All complaints are handled confidentially and in line with our obligations under data protection law. Information is shared only with those who need it to investigate and respond to your complaint or to implement any agreed actions. We retain complaint records for an appropriate period in case we need to refer to them for future service improvements or legal requirements.

Review of This Procedure

Man with Van Haringey keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective for customers using our moving and removal services. We may update it from time to time to reflect changes in our operations, industry practice or legal requirements.