Complaints Procedure

Complaints Procedure for Man With a Van Haringey

Man With a Van Haringey is committed to delivering reliable and professional removal services. We aim to handle your belongings carefully, arrive on time, and provide clear communication from booking through to completion. If something goes wrong, we want to know about it so we can put it right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to resolving complaints

We take every complaint seriously and treat all customers with respect. Our goals when handling a complaint are to listen carefully, investigate fairly, respond promptly, and offer practical solutions wherever possible. We use the information from complaints to review our working practices, staff training, and scheduling so we can provide a better experience for customers using our man and van and local removal services.

What you can complain about

You can raise a complaint about any aspect of our service, including but not limited to:

Damage to property or belongings during loading, transit, or unloading.

Delays, missed appointments, or significant changes to agreed times without reasonable notice.

Concerns about the behaviour, attitude, or professionalism of our staff or contractors.

Issues with how your booking was handled, such as incorrect details, unclear pricing, or unexpected additional charges.

Health and safety concerns at your home, business premises, or during transit.

Any other matter where you feel the service you received fell below what was agreed or what you reasonably expected from a removal provider.

How to make a complaint

You can make a complaint verbally or in writing. While we are happy to discuss issues by phone or in person, we encourage written complaints where possible so that both you and our team have a clear record of what happened.

When making a complaint, please include the following details to help us investigate efficiently:

Your full name and the address where the service was carried out.

The date and approximate time of the move or booking.

A clear description of what went wrong, including the sequence of events.

Names or descriptions of any staff involved, if known.

Photographs of any damage, where relevant, and a description of the items affected.

Any steps already taken to resolve the issue informally with a member of our team.

Time limits for raising a complaint

We ask that you raise complaints as soon as possible so we can investigate while details are still fresh. For issues involving damage to goods or property, you should notify us as soon as you become aware of the problem. Although we will consider complaints raised later, delays can limit our ability to obtain accurate information, photos, or witness statements.

What happens after you make a complaint

Once we receive your complaint, we will follow a clear, step-by-step process:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will give you the name or role of the person handling it.

Initial review: We will look at the details you have provided and may contact you to clarify points or request further information, such as photographs or booking references.

Investigation: We will review our records, including booking notes, schedules, and any job reports. Where relevant, we will also speak to the staff who carried out the work and any other witnesses.

Decision: After the investigation, we will decide what outcome is fair and reasonable in the circumstances. We will consider our terms and conditions, the information you have given us, and any evidence we have collected.

Response: We will provide you with a clear explanation of our findings and our proposed resolution. Where appropriate, this may include an apology, corrective work, a gesture of goodwill, or other practical steps.

Timescales for our response

We aim to resolve most complaints as soon as possible. Straightforward issues can often be settled quickly once we have all the necessary information. More complex matters, particularly those involving multiple parties or significant damage, may take longer. If we need additional time to investigate, we will keep you informed of our progress and let you know when you can expect a full response.

Outcomes and remedies

Our aim is to reach a fair outcome for both you and our business, taking into account the circumstances of the job and the services you requested. Depending on the nature of the complaint, possible outcomes may include:

A full or partial apology and explanation of what went wrong.

Corrective work, such as revisiting a property to address an issue within our control.

Review of internal procedures or extra staff training to help prevent similar issues in future.

Where applicable and subject to our terms and conditions, consideration of financial remedies or contributions towards repairs in line with our responsibilities and any agreed limits.

If you remain dissatisfied

If you are not satisfied with our response, you can ask for the complaint to be reviewed again, providing any additional information you believe is important. We will then re-examine the case, ideally with a different person or at a more senior level, to ensure it has been handled fairly. After this stage, if you still disagree with our final decision, you may wish to seek independent advice regarding your options.

Using feedback to improve our service

Every complaint and piece of feedback is an opportunity for us to improve the way we deliver our man and van and removal services. We regularly review complaint patterns to identify recurring issues, such as timing, communication, packing practices, or handling of fragile items. Where we identify areas for improvement, we may update our procedures, introduce new checklists, adjust staff briefings, or provide additional training. Our aim is to reduce the likelihood of similar problems arising for other customers in the future.

Respect and confidentiality

All complaints are handled with discretion. We will treat you with courtesy and expect our staff to do the same. We also expect customers to communicate respectfully with our team. We will not share the details of your complaint beyond what is necessary to investigate and resolve the matter.

Review of this complaints procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. As our services develop and customer expectations change, we may update this page to reflect improvements in how we manage and resolve complaints relating to our removal and van services.