Complaints Procedure – Man and Van Harringay

Man and Van Harringay is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for making complaints about our man and van and house removal services. It also helps us review and improve our performance, whether the job involved a small local move, office relocation, or larger house removal.

This procedure applies to all customers who have used, or attempted to use, Man and Van Harringay services, including packing, loading, transport, and unloading.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard of our service, the conduct of our staff or subcontractors, or the way we have handled a previous enquiry or booking.

Examples of complaints may include:

Service quality issues such as delays, missed time slots, or problems during loading or unloading. Concerns about how your belongings were handled in transit. Billing or quotation disputes regarding our removal services. Behaviour or attitude of our drivers, porters, or office staff. Dissatisfaction with how a previous concern or issue was dealt with.

This procedure is not intended for general feedback, compliments or routine queries, although we welcome those as well.

How to Make a Complaint

You should raise your complaint as soon as reasonably possible after the issue occurs, so that we can investigate fully and fairly. When making a complaint, please provide as much detail as you can, including:

Your full name. The date of your move or service. The collection and delivery addresses, or at least the collection area. A clear description of what went wrong, including times where relevant. Any reference number or job number provided at the time of booking. Any photographs or other information that may help explain the problem.

Complaints can be made in writing or by speaking with a member of our team using your usual means of contact with us. We encourage written complaints where possible, as this helps us keep a clear record of events and ensures important details are not missed.

Our Complaints Handling Stages

We aim to deal with all complaints fairly, consistently and promptly, following the stages below.

Stage 1 – Initial Review

Once we receive your complaint, we will log it and arrange for an initial review. We will normally acknowledge receipt of your complaint within a reasonable timeframe. The initial review may involve speaking with the crew who carried out your move, checking booking records, reviewing any delivery notes, and looking at any photographs or evidence you have supplied.

Where the matter appears straightforward, we may be able to resolve your complaint at this stage and provide a response with our findings and any proposed resolution.

Stage 2 – Detailed Investigation

If your complaint is more complex, or you are not satisfied with the response at Stage 1, we will carry out a more detailed investigation. This may include:

Gathering full statements from the team members involved. Reviewing any relevant policies and service terms that applied to your booking. Assessing any damage reports or condition notes taken at collection or delivery. Considering whether any external factors affected the service, such as access issues or parking restrictions in the removal area.

We will then provide you with a written response setting out our findings, any responsibility we accept, and any steps we propose to put things right.

Stage 3 – Final Position

If you remain dissatisfied after Stage 2, you may request that your complaint be reviewed as a final position. At this point, a more senior member of our team will review the case, the handling of the complaint so far, and the responses already given.

Following this review, we will confirm our final position. This will usually include a summary of the complaint, what we have investigated, and why we have reached our conclusion. We will also confirm any final remedies we are prepared to offer.

Timeframes for Handling Complaints

We aim to acknowledge complaints within a reasonable period after receiving them. Investigation times will depend on the complexity of the complaint, the availability of staff involved, and whether we need additional information from you.

Where we cannot provide a full response quickly, we will explain that we are still investigating and will aim to keep you informed of progress. Our goal is to resolve complaints as efficiently as possible while conducting a fair and thorough review.

Possible Outcomes and Remedies

Depending on the circumstances of your complaint and the findings of our investigation, outcomes may include:

An explanation of what went wrong and why. An apology where we accept that our service fell below our usual standards. Practical steps to put things right, where possible. A goodwill gesture or partial refund, where appropriate and in line with our service terms. Confirmation that we do not accept the complaint, together with reasons for that decision.

Where a complaint concerns loss or damage to items during a move, any remedy will be considered in line with our terms and conditions and any insurance arrangements in place at the time of your booking.

Your Responsibilities When Making a Complaint

To help us handle your complaint fairly and efficiently, we ask that you:

Raise concerns as soon as possible after the issue arises. Provide accurate, clear and complete information about what happened. Remain courteous and respectful in all communications with our team. Follow any reasonable requests for further information needed for our investigation.

Abusive, threatening or discriminatory behaviour towards our staff will not be tolerated and may result in communication being restricted to written correspondence.

Using Complaints to Improve Our Services

Complaints are an important source of feedback, particularly for a local man and van and removal service operating in busy residential and commercial areas. We regularly review complaints data to identify any trends, training needs, or changes we should make to our processes, equipment or scheduling.

By learning from complaints, we aim to reduce the likelihood of similar issues occurring in the future and to continue improving the quality, reliability and professionalism of Man and Van Harringay services.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or industry best practice. The version published here will always be the most recent. If changes are significant, we may highlight them in our general customer information or booking documentation.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us using your usual method of communication with Man and Van Harringay.



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We are delighted to be able to offer our customers amazing removal, storage and packing services in N4 at some of the best rates in the industry. As one of the industry leaders, this remarkable feat has meant that we’re often inundated with calls from business owners and home owners who need a professional, established company to relocate them into the local area. We also regularly hold a number of special offers and discounts on our man and van services, so get in touch with our man and van Harringay team and you could end up nabbing yourself a bargain.

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Company name: Man and Van Harringay Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 189 Seven Sisters Rd
Postal code: N4 3NG
City: London
Country: United Kingdom

Latitude: 51.5626780 Longitude: -0.1095340
E-mail:
[email protected]

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