Complaints Procedure Man with Van Harmondsworth

Man with Van Harmondsworth is committed to delivering a reliable, professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve complaints fairly, promptly, and transparently. Every complaint is treated seriously, whether it relates to local moves, longer-distance removals, packing assistance, loading and unloading, or any other aspect of our man and van service.

We use the information from complaints to review our performance and improve our processes, training, and customer care across all areas we serve.

What Is a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you are seeking a response. This can include issues such as:

Service not delivered as agreed in your booking or quotation
Delays or missed arrival windows
Concerns about the handling or protection of your belongings
Behaviour or attitude of staff or drivers
Charges that you believe are incorrect or unclear
Any other problem that leaves you unhappy with our removal service

How to Raise a Complaint

You can raise a complaint in writing or verbally. We recommend putting your complaint in writing so that we have a clear record of the details. Please provide:

Your full name
The date of your move or scheduled booking
A description of what went wrong, including times and locations where possible
Any relevant booking reference or quotation number
What outcome you are hoping for, such as an explanation, apology, or review of charges

If your complaint relates to loss or damage, please describe the items involved and the condition they were in before and after the move. If you have photographs, receipts or inventories, please keep them safe in case they are needed during our review.

Timescales for Making a Complaint

You should raise your complaint as soon as possible after the issue arises. For matters relating to damage or loss of items, we ask that you contact us as soon as the problem is discovered, so that we can investigate effectively and, where appropriate, liaise with any relevant insurers.

What Happens After You Complain

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it and begin our initial review. During this stage we may:

Check our booking records, job sheets and driver notes
Confirm timings, addresses and services provided
Contact any staff involved for their account of events

We aim to provide a full response within 10 working days of receiving your complaint. If we need more time, for example to gather further information, we will let you know and explain why.

Stage 2: Detailed Investigation

If your complaint is more complex or involves claims of damage or loss, it may move to a more detailed investigation. In this case, we may:

Ask you for additional information or supporting evidence
Review photographs, inventories or condition reports
Consider applicable terms and conditions and any relevant cover

We will keep you informed of progress and aim to complete this stage as quickly as is reasonable, usually within a further 10 working days.

Stage 3: Final Response

After our investigation, we will send you a final response setting out:

What we have understood from your complaint
The steps we took to investigate
Our findings and any conclusions we have reached
Any actions we will take, such as an apology, explanation, corrective action, or a proposal for redress where appropriate

Possible Outcomes

Depending on the nature of your complaint and the outcome of our review, possible resolutions may include:

A clear explanation of what happened and why
An apology where we have fallen short of our standards
Steps taken to correct a mistake, where possible
Changes to our procedures or training to help prevent a recurrence
Consideration of compensation or contribution towards losses, where justified and in line with our terms and any applicable cover

Each complaint is considered on its own facts and merits. While we always seek to be fair and consistent, outcomes may differ depending on the circumstances.

If You Are Not Satisfied

If you are not satisfied with our final response, you can ask us to review the matter again, explaining which parts of the outcome you disagree with and why. We will then reconsider the information and confirm whether our decision stands or if any aspect should be changed or clarified.

Where applicable, you may also have the option to seek independent advice or assistance, for example from a consumer advice organisation. Any such steps are separate from our internal complaints procedure and do not affect your right to use this process.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of recording, investigating and resolving your complaint, and for improving our services. We will keep records of complaints in line with our data protection and retention practices.

Using Complaints to Improve Our Service

We regularly review the nature and frequency of complaints related to our man and van and removal services. This helps us identify patterns, address any recurring issues, and maintain consistent standards for customers moving home, storing items, or arranging collections and deliveries in our service areas.

By following this procedure, we aim to give every customer a clear route to raise concerns and the reassurance that they will be dealt with fairly and professionally by Man with Van Harmondsworth.