Complaints Procedure

Man and Van Haringey Complaints Procedure

This complaints procedure explains how Man and Van Haringey handles concerns or complaints about our man and van and removal services. We are committed to providing a reliable, efficient and professional service for every move, and we take all feedback seriously as an opportunity to improve.

Our Commitment to You

Our aim is to resolve any problem quickly, fairly and in a way that is clear and transparent. We will:

Listen carefully to your concerns, treat you with respect at all times, investigate what happened, and explain our findings in plain language. Where we are at fault, we will acknowledge this and try to put things right as soon as possible.

What Can You Complain About

You can raise a complaint about any aspect of our man and van or removals service, including:

Quality of the moving service provided, such as handling of belongings, punctuality, or completion of agreed tasks.

Conduct or attitude of our drivers, movers, or office staff.

Accuracy and clarity of quotes, invoices, or other information about our services.

Issues related to scheduling, collection and delivery, loading and unloading, or packing and unpacking where these have been agreed as part of the service.

Any other concern where you feel we have not met the standards you reasonably expected from a professional removal company.

Raising a Complaint Informally

Many concerns can be resolved quickly if you speak to us as soon as something is not right. In the first instance, please raise the issue with the driver or team on the day of your move, or with the person you made your booking with.

When you raise your concerns informally, we will try to resolve the matter immediately or within a short time frame. This may involve clarifying what was agreed, resolving a misunderstanding, or taking practical steps on the spot to complete the work to your satisfaction.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if you feel the issue is more serious, you can make a formal complaint. Please do this as soon as possible after the service, and ideally within 14 days, so that details are still fresh and can be accurately reviewed.

When making a formal complaint, please provide the following information:

Your full name and the address where the service took place.

The date and approximate time of the service.

A clear description of what went wrong and what you are unhappy about.

Any relevant supporting information, such as booking confirmations, inventory lists, before and after photographs, or written notes.

What outcome you are seeking, such as an explanation, an apology, or a review of charges.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow a structured process designed to be fair and thorough:

Acknowledgement: We will confirm that we have received your complaint and explain the next steps. We aim to acknowledge all complaints within five working days.

Investigation: We will review your account of events, speak with the staff involved, check any relevant job notes or service records, and consider any evidence provided. We may contact you for further information or clarification.

Response: After our investigation, we will send you a written response outlining our findings, any action we propose to take, and the reasons for our decision. We aim to complete our investigation and respond within 20 working days of acknowledging your complaint whenever possible.

Possible Outcomes

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

A clear explanation of what happened and why.

A formal apology where we consider that our service fell below an acceptable standard.

Practical steps to remedy the problem, such as completing tasks that were not finished.

A review of charges, which could include a reduction or, in some cases, a refund where appropriate.

Internal changes to our processes, training or service delivery to reduce the chance of similar issues occurring again.

Damage, Loss and Service Issues

If your complaint relates to damage to property or loss of items during a move, please let us know as soon as you become aware of the issue. For efficient assessment, it helps if you provide photographs, a description of the items involved, and any relevant receipts or records of value if available.

We will carefully examine what happened, including how items were packed, moved and loaded, along with the agreed scope of service for your move. We will then explain our findings and, where appropriate, discuss options to resolve the matter fairly.

If You Are Still Unhappy

We aim to resolve most issues through the process set out above. If you remain dissatisfied after receiving our final response, you can contact us again, explaining why you disagree with our decision and providing any additional information that you feel has not been considered.

We will review your further comments, check that all relevant information has been taken into account, and let you know whether we are able to change our decision. This review will normally be handled by a senior member of the team who was not directly involved in the original complaint, wherever possible.

Using Your Feedback to Improve

Every complaint is recorded and reviewed so that we can identify patterns and recurring issues. We use this information to improve our moving and man and van services, including staff training, booking processes and on-the-day operations. Our aim is to reduce the likelihood of problems and provide a consistently high standard of service to all customers.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need to know in order to investigate and resolve your complaint. We handle personal data in line with our wider data protection responsibilities and retain complaint records for a reasonable period to support quality control and legal compliance.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure that it remains clear, fair and effective. Man and Van Haringey reserves the right to update or amend this procedure in line with changes to our services, industry practice or legal requirements.