Man with Van Harlington Complaints Procedure

This Complaints Procedure explains how Man with Van Harlington handles concerns and complaints about our man and van and removal services. Our aim is to resolve issues fairly, efficiently and in a way that maintains confidence in our service. All customers are entitled to raise a complaint and to have it dealt with in a timely and professional manner.

Our Commitment to Resolving Complaints

We treat all complaints seriously and use them as an opportunity to review and improve our services. Whether your concern relates to booking, conduct of staff, timings, handling of goods, charges, or any other aspect of the removal process, we will aim to understand what went wrong and what can be done to put matters right.

We are committed to:

Responding promptly to all complaints received.

Listening carefully and recording the details accurately.

Investigating concerns thoroughly and impartially.

Providing clear explanations and, where appropriate, suitable remedies.

Using feedback to continually improve our man and van and removal operations.

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 can include, but is not limited to:

Problems with booking or communication before the move.

Delays in arrival or completion of a job.

Concerns about how belongings were handled or transported.

Disputes about pricing, charges or payment.

Behaviour, attitude or professionalism of our team members.

Any other issue where you feel our service did not meet your expectations.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage customers to raise any concern with us as soon as possible so that we can address it while details are fresh and evidence is easier to review.

When making a complaint, please provide as much relevant information as you can, for example:

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

The date and approximate time of the service.

A clear description of what went wrong or did not meet your expectations.

Names or descriptions of any staff members involved, if known.

Any supporting information such as photos, inventory notes or job references.

You may raise your complaint with the driver or team on the day, or contact our office after the job is completed. Written complaints are often helpful, as they give a clear record of the issue.

Initial Complaint Handling

In many cases, complaints can be resolved quickly and informally. Where possible, the member of staff you first contact will try to address your concern immediately. This might involve clarifying what was agreed, explaining our processes, or making small adjustments on the day of the move.

If your complaint cannot be resolved straight away, or if you prefer a more formal review, it will be escalated so that it can be properly investigated.

Formal Investigation Process

When a complaint moves to formal investigation, we will:

Acknowledge receipt of your complaint within a reasonable time.

Record the details in our internal complaints log.

Assign a person with appropriate responsibility to review the matter.

Gather relevant information, which may include:

Speaking with the staff members involved.

Reviewing booking details, job sheets and any notes from the day.

Examining photographs or other evidence you have provided.

During the investigation we may contact you to request further details or clarification. This helps ensure we fully understand your concerns before reaching a conclusion.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide a clear response. This will usually include:

A summary of the issue you raised.

Details of the enquiries we have made.

Our findings and any conclusions reached.

Any actions we propose to take.

Depending on the nature of the complaint and the findings of the investigation, possible outcomes may include:

A full or partial explanation of what occurred.

An apology where we have fallen short of our standards.

Practical steps to correct an error, where possible.

Review of our internal procedures or staff training.

Where appropriate, discussion of any goodwill gesture or other resolution.

Timeframes

We aim to deal with complaints promptly. Response times may vary depending on the complexity of the issue, the need to speak with staff or retrieve information, and whether the complaint was made during a busy period for removals. If we anticipate a significant delay in providing a full response, we will inform you and keep you updated on progress.

If You Are Not Satisfied

If you remain unhappy with the outcome of your complaint, you may request that your case is reviewed again. In doing so, please explain why you feel the matter is not resolved and what further outcome you are seeking. A more senior member of our team will then review both your complaint and the steps taken so far, and provide a final position.

Confidentiality and Data Protection

All complaints are handled sensitively. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will keep records of complaints in line with our data protection obligations and internal retention policies.

Continuous Improvement

Feedback from customers, including complaints, is important in helping us maintain and improve the quality of our man and van and removal services. We regularly review the nature of complaints received to identify any trends, training needs or operational changes that may be required. Our aim is to reduce the likelihood of similar issues arising in the future and to ensure that our customers receive a reliable, professional and courteous service throughout their move.