Complaints Procedure

Man With a Van Harrow Complaints Procedure

Man With a Van Harrow is committed to providing a reliable and professional removals and delivery service. We aim to handle your belongings with care, arrive on time, and communicate clearly from booking through to completion. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise concerns and how we will deal with them.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our services. When you raise an issue with us, we will treat you fairly, listen carefully, and work to resolve the matter as quickly as possible.

Our aims when handling a complaint are to:

Provide a clear and accessible process for raising concerns about our van and removal services.

Acknowledge your complaint promptly.

Investigate the matter thoroughly and impartially.

Offer a fair explanation, apology where appropriate, and a suitable remedy where we are at fault.

Use your feedback to improve our services and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether just before, during, or after a move or delivery. This can include issues such as:

Concerns about the handling, loading, or unloading of your items.

Damage to property or belongings during transit.

Delays in arrival or completion of your move.

Disagreements about charges or the scope of work carried out.

The conduct, attitude, or professionalism of our staff or drivers.

Any other aspect of our man and van or removal services that you are unhappy with.

You can complain whether you are a private customer, a business client, or acting on someone else’s behalf with their permission.

How to Make a Complaint

You can raise a complaint through the contact methods published on our website. When you contact us, please provide as much detail as possible, including:

Your full name and the address where the service was provided.

The date and approximate time of your booking or move.

A clear description of what happened and why you are unhappy.

Details of any property or items involved, including photographs if available.

What outcome or resolution you are seeking.

We encourage you to raise your complaint as soon as reasonably possible after the event, as this makes it easier to investigate and resolve.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will:

Log the details in our internal system.

Assign your complaint to an appropriate person to review.

Acknowledge receipt within a reasonable time frame, normally within a few working days.

In the acknowledgement, we will confirm that we have received your complaint and advise you of the next steps and expected timescales for our response.

Stage Two: Investigation

The person handling your complaint will then investigate the matter. This may involve:

Reviewing your booking details, service notes, and any written instructions or agreements.

Speaking to the driver or removal team members involved.

Examining any photographs, videos, or other evidence you have provided.

Considering any relevant policies, procedures, and industry standards.

We will aim to complete our investigation and provide a full response within a reasonable period. If the matter is complex and we need more time, we will let you know and keep you informed of progress.

Stage Three: Response and Resolution

After we have completed our investigation, we will provide you with a clear and concise written response. This will normally include:

A summary of your complaint and our understanding of the issues raised.

Details of the investigations carried out.

Our findings and whether your complaint is upheld in full, upheld in part, or not upheld.

Any actions we propose to put things right, which may include a practical solution, gesture of goodwill, or other remedy where appropriate.

Information about any further steps you can take if you remain dissatisfied with our response.

Where we identify that we are at fault, we will apologise and explain what we will do to reduce the risk of similar issues happening again.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Three, you can ask for your complaint to be reviewed again. When requesting an escalation, please explain why you are unhappy with the initial outcome and what you would like us to reconsider.

A more senior member of our team will then review your complaint, the previous investigation, and the decision reached. They may carry out further enquiries if needed before issuing a final response.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to belongings during a move or delivery, please make sure you notify us as soon as possible. In these cases we may ask you to provide:

Photographs of the damage.

Descriptions of the items affected, including approximate age and condition.

Any relevant proof of purchase or value where available.

We handle such complaints in line with our terms and conditions, which set out our responsibilities and any limits to our liability for items transported as part of our removal and van services.

Fair Treatment and Confidentiality

All complaints are handled confidentially and in accordance with any relevant data protection requirements. Your personal information will only be used for the purpose of investigating and resolving your complaint and improving our services.

You will not be treated less favourably for making a complaint. We welcome feedback and see it as an essential part of maintaining high standards across all of our services.

Using Complaints to Improve Our Service

We regularly review complaints and feedback to identify trends and areas where our removal and man with a van services can be improved. This may include additional staff training, updates to our procedures, or changes to how we plan and manage jobs.

By following this Complaints Procedure, we aim to ensure that any issues you experience are handled fairly, promptly, and constructively.