Man with Van Harrow Complaints Procedure

This complaints procedure explains how Man with Van Harrow manages and resolves complaints about our removals and man and van services. We aim to provide a straightforward, fair and timely process so that any concerns can be addressed and used to improve our service.

Our Commitment To You

We are committed to delivering a reliable, professional moving service. If you feel we have not met your expectations, we want to know. Every complaint is taken seriously and handled with respect, confidentiality and without discrimination. Our goals are to understand what went wrong, put things right where possible, and prevent similar issues from happening again.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected or required. This may include, for example:

Concerns about the quality of our removal or transport service, issues with punctuality or conduct, problems with loading, unloading or handling of items, communication issues before, during or after your move, disputes about pricing, charges or invoicing, or dissatisfaction with how a previous concern was handled.

This procedure covers all services provided by Man with Van Harrow, including home moves, flat moves, office moves, student moves, furniture transport and related man and van work.

How To Make A Complaint

You can make a complaint in writing or verbally. We encourage you to raise any issue as soon as possible after the event so that it can be properly investigated. When submitting your complaint, please provide:

Your full name, your preferred contact method, the date and approximate time of the job or booking, the pick up and drop off locations, a clear description of what went wrong, and any supporting details such as item descriptions, crew names if known, or booking references.

Providing as much information as you can will help us review your complaint thoroughly and respond more quickly.

Stage One: Frontline Resolution

Where possible, we aim to resolve complaints informally at the earliest opportunity. In the first instance, your complaint will usually be handled by the person you originally dealt with, such as the driver, team leader or bookings coordinator.

We will listen to your concerns, ask questions to clarify the facts, and try to provide an explanation, solution or apology where appropriate. Many complaints can be resolved quickly at this stage through clear communication and prompt action.

If you are satisfied with the outcome at this stage, the complaint will be closed. We will record the details for training and service improvement purposes.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or if you request a formal review, your complaint will move to the formal investigation stage. At this point, a senior member of our team who was not directly involved in the original issue will review your complaint.

During the formal investigation we may:

Review booking records and job notes, obtain statements from staff involved, consider any photographs or other evidence, review relevant policies and procedures, and assess any potential loss or damage you have reported.

We aim to acknowledge your formal complaint within a reasonable time and provide a detailed written response once the investigation is complete.

Timeframes For Response

We aim to handle complaints promptly and fairly. Actual timescales may vary depending on the complexity of the issue, but our general approach is:

To acknowledge receipt of your complaint as soon as reasonably possible, to complete our initial review and attempt frontline resolution shortly after, and to complete a formal investigation within a reasonable timeframe where a more detailed review is needed.

If we need additional time, we will let you know and explain why, along with when you can expect a further update.

Possible Outcomes

After reviewing your complaint, we may offer one or more of the following outcomes, depending on the circumstances and evidence available:

A clear explanation of what happened and why, an apology where we have fallen short of our standards, corrective action such as staff training or changes to procedures, practical steps to resolve the issue where possible, or in some cases, consideration of goodwill gestures in line with our policies.

Any outcome will be explained to you in clear language, including how we reached our decision.

If You Remain Unsatisfied

If you are not satisfied with the outcome of the formal investigation, you can ask for a further review. A different senior person will examine how your complaint was handled, whether the procedure was followed correctly, and whether the decision reached was fair in light of the information available.

After this final internal review, we will provide you with our final position on the matter. This will mark the end of our internal complaints procedure.

Data Protection And Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide in connection with a complaint will only be shared with those who need it to investigate and resolve the issue. We retain complaint records securely for an appropriate period to help us monitor performance and improve our services.

Using Complaints To Improve Our Service

We value feedback and view complaints as an opportunity to learn. We regularly review the complaints we receive to identify patterns, common issues or areas where our removal and transport services can be improved. Findings from complaints may lead to additional staff training, updates to our processes, or changes in how we plan and manage moves.

By following this complaints procedure, Man with Van Harrow aims to ensure all customers are treated fairly and that concerns are addressed in a clear, consistent and transparent way.