Complaints Procedure

Complaints Procedure for Harringay Man and Van

Harringay Man and Van is committed to providing a reliable, professional and fair removals and man and van service. We recognise that, on occasion, things may go wrong and customers may wish to raise a concern. This Complaints Procedure explains how you can tell us about a problem, how we will respond, and what you can expect at each stage. Our aim is to resolve issues as quickly and constructively as possible and to use feedback to improve our services.

Scope of this Complaints Procedure

This procedure applies to any complaint about our removal and man and van services, including but not limited to booking processes, communication, conduct of staff, handling of items, punctuality, pricing and invoicing, and after-move support. It covers both domestic and light commercial moves. This procedure does not cover disputes with third parties or issues that fall outside services provided directly by Harringay Man and Van.

Our Commitment to You

We will treat every complaint seriously, fairly and confidentially. We will handle complaints without discrimination and with respect for all parties involved. We will investigate what has happened, seek to understand your experience, and, where appropriate, offer an explanation, apology, and suitable resolution. We aim to respond within the timeframes set out in this procedure and to communicate clearly throughout.

Informal Resolution

Wherever possible, we encourage customers to raise any concerns as soon as they arise, ideally on the day of service or shortly afterwards. In many cases, issues can be resolved quickly and informally by speaking to the team member on site or the person who handled your booking. Informal resolution may include clarification of information, a practical remedy on the day, or an agreed follow-up. If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint as set out below.

How to Make a Formal Complaint

You can submit a formal complaint in writing so there is a clear record of the issue. When contacting us, please provide as much detail as possible, including your full name, service address, date of the move, and a clear description of what went wrong. Please also include any relevant booking references, photographs of damage where applicable, and details of any initial discussions you have already had with our staff.

To help us investigate and respond thoroughly, please set out what outcome you are seeking, such as an explanation, corrective action, or a review of charges. While we cannot guarantee a particular outcome, understanding your expectations helps us consider fair and proportionate options.

Time Limits for Raising a Complaint

We ask that you raise your complaint as soon as reasonably possible. In the case of visible damage to items or property, we recommend that you notify us within a short timeframe after the move so that we can assess the situation accurately. For issues that are not immediately apparent, such as internal damage to items discovered later, please contact us as soon as you become aware of the problem. Complaints raised after a long delay may be more difficult to investigate and verify, which can limit the remedies available.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our full response. If we need any further information to investigate properly, we will request it at this stage.

Investigation Process

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue complained about wherever possible. The investigation may include reviewing booking and job records, speaking to staff members involved in your move, inspecting photographs or other evidence, and considering relevant policies and terms. Our approach is to look at the facts objectively and to consider what a reasonable outcome should be in the circumstances.

Our Response and Possible Outcomes

Following our investigation, we will send you a written response setting out our findings and the reasons for our decision. Where we uphold your complaint in full or in part, we will explain what we will do to put things right. Depending on the nature of the issue, possible outcomes may include an apology, clarification or further information, corrective action in future bookings, goodwill gestures, or, where appropriate and in line with our terms and conditions, compensation or contribution towards repair or replacement.

If we do not uphold your complaint, we will explain clearly why, referring to the evidence we have considered. In all cases, we aim to be transparent and to give you enough information to understand how we reached our decision.

Timeframe for Resolution

We aim to complete our investigation and provide a full written response within a reasonable time after acknowledging your complaint. Complex complaints, for example those involving multiple parties or extensive damage assessment, may take longer, but we will keep you updated if there are any delays. Our goal is to resolve matters promptly while ensuring that our review is fair and thorough.

Escalation if You Are Not Satisfied

If you are not satisfied with our response, you may request that your complaint is reviewed again, stating clearly why you disagree with the outcome or how you believe your complaint has not been fully addressed. A further review will consider whether the original investigation was conducted appropriately and whether the decision was fair in light of the information available. We will then provide you with a final position on your complaint.

Using Feedback to Improve Our Service

Harringay Man and Van views complaints as valuable feedback. We regularly review complaints data to identify trends, recurring issues and opportunities for improvement in our removal and man and van services. This may lead to changes in staff training, updates to procedures, improvements in communication with customers, or revisions to our booking and handling processes. By raising a complaint, you help us maintain high standards and deliver a better service to all customers.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint will be shared only with those who need it to investigate and respond. Any personal data you provide will be processed and stored in line with applicable data protection requirements and our privacy practices.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removals and man and van services. We may update it from time to time to reflect changes in our operations, legal requirements or industry standards. The version published here represents our current approach to handling complaints.