Complaints Procedure for Man and Van Harringay
Man and Van Harringay is committed to providing a reliable, careful and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, what information we need, and how we deal with complaints about our moving and transport services.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction with any part of our service, including bookings, packing, loading, transport, delivery, or customer service. It sets out the stages we follow to investigate and resolve complaints, as well as the timescales you can normally expect. We aim to be transparent, consistent and respectful at every step.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response. This may include, for example:
Delays, missed time slots or late arrival for a move or collection.
Concerns about how your belongings were handled, packed, loaded, unloaded or transported.
Damage to property or possessions that you believe occurred during the move.
Billing issues, such as unexpected charges, incorrect invoices or disputed quotations.
Problems with communication, behaviour or professionalism of our team members.
If you are unsure whether your issue counts as a complaint, you are still encouraged to raise it with us. We will let you know how we can help.
How to Make a Complaint
You can make a complaint in writing. Written complaints help us keep a clear record of what has happened and what you would like us to do. When you contact us, please provide as much detail as possible, including:
Your full name and the name the booking was made under.
The date and approximate time of your move or man and van service.
The collection and delivery addresses used for the booking.
A clear description of what went wrong and how it affected you.
Any reference numbers, booking confirmations or invoices related to the job.
Photographs or other evidence, particularly in cases involving damage or loss, if available.
What outcome or resolution you are seeking, for example an explanation, an apology, a correction to an invoice or consideration of a claim.
We recommend you submit your complaint as soon as reasonably possible after the service, and within a reasonable time frame if your concern relates to damage or loss. This allows us to investigate while details are still fresh and records are readily available.
Stage One: Acknowledgement and Initial Review
Once we receive your complaint, we will acknowledge it as soon as we reasonably can. In the acknowledgement, we will confirm that we have received your concerns and outline the next steps in the process. We may also ask you for further information or clarification if needed to fully understand the situation.
At this stage, a member of our team will carry out an initial review of your complaint, the booking details, any relevant documentation and, where necessary, statements from the crew members or staff involved. We aim to complete this first review within a reasonable time and to keep you informed of progress if more time is required.
Stage Two: Investigation and Response
Following the initial review, we will carry out a more detailed investigation where appropriate. This may involve:
Checking vehicle logs, route information and time records for the date of your move.
Reviewing job sheets, inventory lists, condition reports and any signed documents.
Discussing the service with the staff members involved to obtain their account.
Assessing any photographs or evidence you have provided.
Comparing what happened with our internal standards for removals and man and van work.
Once the investigation is complete, we will issue a written response. Our response will normally include:
A summary of your complaint as we understand it.
Details of the steps we took to investigate the matter.
Our findings and, where appropriate, an explanation or apology.
Any corrective action we propose to take, which may include service improvements, staff training, amending invoices or considering a claim where relevant and in line with our terms and conditions.
We will aim to send this response within a reasonable time after acknowledging your complaint, depending on the complexity of the issues raised.
Stage Three: Further Review
If you are not satisfied with our written response, you may request a further review. When you do so, please explain why you remain dissatisfied and what part of our response you would like us to reconsider.
Where possible, a different person, or a more senior member of our team, will review both your original complaint and our previous response. They may contact you to clarify any outstanding points and will then provide a final written reply setting out their conclusions.
Timescales and Communication
We aim to handle all complaints promptly and fairly. Actual timescales will depend on the complexity of the issues and the amount of information we need to review. If we believe our investigation will take longer than expected, we will let you know and provide an updated timescale.
Throughout the process, we will communicate clearly and respectfully. We ask that customers also communicate calmly and courteously with our staff so that we can focus on resolving the matter.
Claims for Loss or Damage
Where your complaint involves alleged loss of or damage to belongings during removal or transport, we will handle it in line with this complaints procedure and our separate terms and conditions. You may be asked to provide evidence of damage, such as photographs, repair estimates or proof of value. Any settlement or compensation will be considered in accordance with the contractual terms that applied to your booking.
Using Feedback to Improve Our Service
All complaints and serious expressions of dissatisfaction are recorded and reviewed regularly. We use this information to identify patterns, adjust our procedures, improve training, refine packing and handling methods, and strengthen our overall removals and man and van service. Your feedback, even when it is negative, is vital in helping us maintain and raise our standards.
Data Protection and Confidentiality
We treat all complaints and related information in line with applicable data protection principles. Details of your complaint will only be shared within Man and Van Harringay as needed to investigate and resolve the issue. We retain complaint records for an appropriate period so we can monitor service quality and meet our legal and business obligations.
This complaints procedure is intended to ensure that every customer of Man and Van Harringay has a clear, fair and accessible way to raise concerns about our moving and transport services, and to receive a reasoned response.
Outstandingly Low Prices on Man and Van Harringay Services
Contact our man and van Harringay today to find out what special offers we have to offer you if you are in need of expert removal services in N4 area.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: N8 0PT
City: London
Country: United Kingdom
Web: https://manandvanharringay.org.uk/
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