Complaints Procedure for Harringay Man and Van

This complaints procedure explains how customers of Harringay Man and Van can raise concerns about our removal and man and van services, how we will handle those concerns, and what you can expect from us at each stage. Our aim is to resolve issues promptly, fairly and transparently, and to use all feedback to improve our home and office removals, packing and transport services.

1. Purpose and Scope

This procedure applies to all complaints relating to our services, including but not limited to local and longer-distance removals, man and van work, packing, loading and unloading, handling of belongings, timeliness, conduct of staff, and administrative matters such as bookings and invoicing. It covers complaints made by private households, tenants, landlords, businesses and other clients who have used or booked our services.

The procedure does not cover employment-related grievances by staff or contractors, or issues that are part of legal proceedings. In those cases, separate processes may apply.

2. What We Consider a Complaint

A complaint is any expression of dissatisfaction about our moving or transport services, whether written or verbal, where a response or resolution is explicitly or implicitly expected. This may include situations where you feel that:

We have not delivered the service you booked as agreed, there has been damage or loss to your belongings during a move, our drivers or porters have not acted professionally, we have not communicated clearly about timing, pricing or terms, or our processes have caused inconvenience, delay or additional cost.

We treat all complaints seriously, regardless of their nature or value, and welcome them as opportunities to improve our house and flat removals and related services.

3. Guiding Principles

Our approach to complaints is based on the following principles:

Accessibility: Customers can complain in writing or verbally. We will always let you know what information we need to investigate your concerns properly.

Fairness: We will handle your complaint impartially, listen to all sides of the matter and base our decision on evidence.

Confidentiality: Your complaint will be handled discreetly. Information will only be shared with team members directly involved in investigating and resolving your case.

Timeliness: We will respond within reasonable timescales and keep you updated if further time is required.

Continuous improvement: Where a complaint reveals a wider issue, we will review and, where appropriate, update our procedures, training or working practices.

4. How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem. Whenever possible, we encourage you to tell the team on the day of your move or immediately afterwards, so we can try to resolve the issue quickly.

When you contact us, please provide as much detail as possible, including your full name, the address where the service took place, the date of the move or booking, a clear description of what went wrong, and any supporting details such as inventory information, photographs or receipts that are relevant to your concern. The more information you can provide, the easier it will be for us to investigate thoroughly and reach a fair outcome.

5. Stages of the Complaints Process

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and allocate it to an appropriate member of staff. We aim to acknowledge your complaint within a reasonable period, confirming that we have received it and setting out the next steps. Where your complaint was made verbally, we may summarise our understanding in writing to ensure we have captured your concerns accurately.

Stage 2: Investigation

We will investigate your concerns by reviewing your booking details, job notes, driver and porter reports, photographs, inventory records and any other relevant documentation. We may also contact you during this stage to clarify points or request additional information. Where appropriate, we will speak with the staff who carried out the work or handled your booking.

Our aim is to complete the investigation within a reasonable timeframe, depending on the complexity of the matter and the availability of information. If we anticipate a delay, we will let you know and provide an updated timescale.

Stage 3: Outcome and Response

After the investigation, we will send you a written response setting out the outcome. This will include a summary of your complaint, details of what we have investigated, our findings and our conclusion. Where we find that we have fallen short of our standards, we will offer appropriate redress. This may include an explanation or apology, corrective action such as re-attending to complete agreed work, and where appropriate, a financial remedy in line with our terms and conditions and any applicable insurance coverage.

If we do not uphold your complaint, we will explain our reasons clearly and refer to any evidence relied upon in reaching our conclusion.

6. Escalation and Further Review

If you are not satisfied with the outcome at Stage 3, you may request a further review. In your request, please explain why you disagree with the original decision and provide any new or additional information you believe has not been considered.

Where possible, a different senior member of our team will review the original investigation and outcome. They may decide to uphold the original decision, partially uphold your complaint, or reach a different conclusion. We will inform you in writing of the result of this review and the reasons for it. This will normally be our final position on the matter.

7. Time Limits for Making a Complaint

We ask that complaints relating to removal and man and van services are raised as soon as reasonably possible, and ideally within a short period of the move date, so that evidence is still available and the circumstances are fresh in everyone’s mind. Claims relating to loss or damage of belongings may also be subject to specific time limits set out in our terms and conditions and any insurance policy. We will refer to those provisions when assessing what we can consider.

8. Recording and Using Complaint Data

All complaints are recorded in our internal system for monitoring and quality control. We periodically review complaint data to identify patterns, recurring issues or areas where our service could be improved. This can lead to changes in staff training, handling techniques, packing and loading methods, vehicle allocation, scheduling, and customer communication processes, helping us to provide a more reliable and professional moving service.

9. Our Commitment to You

Harringay Man and Van is committed to dealing with all complaints fairly, consistently and with respect for our customers. Whether your concern is minor or more serious, we will listen carefully, investigate appropriately and aim to resolve matters in a way that is reasonable for everyone involved. We appreciate the trust you place in us when you choose our services for your move, and we take any expression of dissatisfaction as an important opportunity to maintain and improve our standards.