Complaints Procedure
Man and a Van Harrow Complaints Procedure
Man and a Van Harrow is committed to providing reliable, professional removal services for customers across our service area. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This document explains our complaints procedure, how to raise a concern, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction relating to our services. This includes home moves, office moves, man and van hire, packing assistance, loading and unloading, and any related removal activities carried out by our team.
We aim to:
• Make it easy for you to tell us when something has gone wrong.
• Handle your complaint promptly, professionally and courteously.
• Investigate matters thoroughly and objectively.
• Offer a fair resolution wherever possible.
• Use feedback to improve the way we operate.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether justified or not. Examples include, but are not limited to:
• Concerns about how your belongings were handled during a move.
• Issues with punctuality, conduct or professionalism of staff.
• Disputes regarding charges, estimates or invoices.
• Concerns about communication before, during or after your move.
• Any other aspect of our removal services that did not meet your expectations.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we will accept complaints in any format, written complaints help us to understand your concerns clearly and keep a full record.
When submitting your complaint, please include the following where possible:
• Your full name and the address where the service was provided.
• The date of your move or scheduled service.
• A clear description of what went wrong and when it occurred.
• The names of any team members involved, if known.
• Any supporting details, such as photos or item lists, where relevant.
• What outcome you are seeking, if you have a preferred resolution.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue arises. In the case of damage or loss of items, you should notify us within a reasonable time after discovering the problem so we can assess the situation fairly.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate member of our team to handle it. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received it and explaining the next steps.
At this stage we may contact you to clarify details, request additional information or ask questions about the circumstances of your complaint. This helps us understand the situation fully and avoids misunderstandings later in the process.
Stage 2: Investigation
We will then investigate your complaint. This may include:
• Reviewing your booking details, quotes and invoices.
• Speaking to the staff members involved in your move.
• Examining any notes, job sheets or internal records.
• Assessing any supporting evidence you have provided.
Our aim is to complete investigations in a timely manner, while ensuring that the process is thorough and fair to all parties involved. If, for any reason, we expect the investigation to take longer than initially indicated, we will let you know and keep you informed of progress.
Stage 3: Response and Proposed Resolution
Once we have completed our investigation, we will provide you with a response. This will usually include:
• A summary of the concerns you raised.
• An outline of the steps we took to investigate.
• Our findings based on the available evidence.
• Any apology where appropriate.
• Details of any proposed resolution or remedial action.
Where we uphold your complaint, possible outcomes may include an explanation, an apology, corrective action, service improvements, or a gesture of goodwill, depending on the circumstances and any contractual terms that apply. Where we do not uphold your complaint, we will explain our reasons clearly.
If You Remain Dissatisfied
If you are unhappy with the outcome at Stage 3, you may request a further review. In this case, your complaint will be reconsidered by a senior member of our team who was not directly involved in the original investigation, where possible.
During this review, we may:
• Re-examine the original evidence and findings.
• Consider any new information you wish to provide.
• Assess whether the original decision and outcome were reasonable and fair.
Following this review, we will provide a final response. This will usually represent the conclusion of our internal complaints process.
Complaints Involving Damage or Loss
For complaints involving alleged damage or loss of belongings during a removal service, we may need additional information, such as photographs, item descriptions, and confirmation of the condition of items before the move. In some cases, we may request independent assessment of damage or repair costs.
Any consideration of compensation will be handled in line with our terms and conditions and any applicable limitations of liability that were provided to you at the time of booking.
Our Commitment to Fairness and Improvement
We treat every complaint as an opportunity to improve our services. All complaints are recorded and monitored so we can identify trends, common issues and areas where additional training or changes to procedures may be required.
Our team is expected to handle complaints respectfully and without defensiveness. We are committed to listening carefully, investigating impartially, and explaining our decisions in a way that is clear and open.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled in confidence and used only for the purpose of investigating and resolving the matter, and for improving our services. We will store and process your data in line with our data protection obligations.
Review of This Complaints Procedure
This complaints procedure is reviewed regularly to ensure it remains effective, fair and easy to understand. We may update it from time to time to reflect changes in our operations, customer expectations or legal requirements.
If you have any questions about this procedure or require it in an alternative format, you can contact us using the details provided on our main contact page.
