Complaints Procedure

Complaints Procedure for Man with Van Harrow

This complaints procedure explains how Man with Van Harrow manages and resolves complaints about our removal and man and van services. Our aim is to provide a clear, fair, and transparent process so that any concerns are dealt with promptly and professionally.

Our Commitment to Customers

We are committed to delivering reliable and efficient moving services, including home moves, small office removals, and item transport. If we do not meet your expectations, we want to know about it so that we can put things right where possible and improve our service in the future.

All complaints are taken seriously and are handled in a respectful and non-discriminatory manner. We aim to resolve issues at the earliest possible stage, keeping you informed throughout the process.

What This Procedure Covers

This procedure applies to complaints about any aspect of our work, including:

Service quality, including punctuality, handling of goods, and conduct of our team members.

Delivery of removal services such as loading, transport, and unloading.

Charges, billing issues, or concerns about quoted prices and additional costs.

Damage, loss, or other issues arising during a move or collection and delivery service.

If your concern relates to an urgent health and safety risk, please raise this with our team on the day so it can be addressed immediately, as well as using this procedure if you wish.

How to Make a Complaint

You can make a complaint in writing. Providing details in writing helps us understand exactly what happened and ensures we have a clear record of your concerns.

When submitting your complaint, please include:

Your full name.

The date of your move or service.

The service location and destination area.

A clear description of what went wrong and when it happened.

Any booking references or job numbers you may have received.

Details of any team members involved, if known.

What outcome you are seeking, such as an explanation, apology, corrective action, or compensation where appropriate.

Complaints should be made as soon as reasonably possible, ideally within a short period after the service, so that we can investigate while details are still fresh and relevant information is available.

Initial Acknowledgement

Once we receive your complaint, we will send you a written acknowledgement. This acknowledgement will confirm that your complaint has been received and is being reviewed in line with this procedure.

At this stage, we may request additional information or clarification to help us investigate your concerns fully and accurately.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Harrow. The investigation may include:

Reviewing your booking details and any associated documentation.

Speaking with the driver or team members involved in the job.

Examining any photographs or notes taken on the day of the move, where available.

Considering any relevant terms and conditions that applied to the service.

We aim to carry out all investigations thoroughly, fairly, and without unnecessary delay.

Timeframes for Response

We aim to provide a detailed written response to your complaint within a reasonable time from the date of acknowledgement. If the matter is complex and requires more time, we will inform you of the delay and let you know when you can expect a full response.

Our response will set out the outcome of our investigation and the reasons for our decision. Where we find that something has gone wrong, we will explain what we can do to put things right, which could include an apology, corrective action, or other appropriate remedies in line with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint, you may request a further review. In that case, where possible, your complaint will be reviewed by a different person with appropriate authority who was not involved in the original investigation.

During this review, we will consider whether the investigation was carried out properly and whether the outcome was reasonable based on the information and evidence available.

After the review, we will send you a final written response explaining our position. This will be considered the conclusion of our internal complaints process.

Complaints Relating to Damage or Loss

If your complaint concerns damage to or loss of your property during a removal or transport service, please ensure you provide a clear description of the damaged or missing items, including where possible:

Photographs of any damage.

Details of the condition of items before the move.

Any supporting documents such as receipts or valuations, where relevant.

Claims for damage or loss will be considered in line with our terms and conditions and any applicable limitations, including those relating to packing, access, pre-existing damage, and items excluded from cover.

Respectful Behaviour

We understand that moving can be stressful and that problems can be frustrating. Our team will always treat you with respect, and we ask that you do the same. Abusive, threatening, or discriminatory behaviour towards our staff may result in communication being limited to written correspondence and, in serious cases, may affect our ability to continue providing services.

Using This Procedure

This complaints procedure is designed to give all customers of Man with Van Harrow a clear route to raise concerns about our removal services and to have those concerns addressed. We regularly review this procedure to ensure it remains effective, fair, and in line with our commitment to high standards of customer care.