Complaints Procedure
Man and a Van Haringey Complaints Procedure
Man and a Van Haringey is committed to providing reliable, efficient and respectful removal services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns about our services, how we will respond, and what you can expect from us during the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to offer a clear, fair and accessible way for customers to tell us when something has gone wrong. It allows us to investigate concerns, put things right where possible, and improve our man and van and removal services for the future.
This procedure applies to any customer who has used, or has tried to use, our services for home moves, office relocations, collection and delivery, or related services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service that requires a response. This may include, but is not limited to:
Concerns about punctuality, conduct or professionalism of our removal teams. Issues relating to the care, handling or transportation of your belongings. Problems with the accuracy or clarity of quotes, invoices or agreed services. Dissatisfaction with communication, including booking arrangements or service updates. Any situation where you feel we have not delivered the service you reasonably expected.
We encourage you to raise any concerns as soon as possible so that we can address them promptly and effectively.
How to Make a Complaint
You can make a complaint verbally or in writing. We accept complaints raised during a move, immediately after the service, or at a later stage if an issue becomes evident afterwards.
When making a complaint, it is helpful if you can provide:
Your full name and the address where the service was carried out. The date of your move or booking. A clear description of what went wrong and when it happened. Details of any conversations you have already had with our team. Any supporting information that may help us understand the issue, such as inventory details or photographs of any damage.
If you prefer, you may ask someone else to complain on your behalf, provided they have your permission to do so.
Our Complaints Handling Stages
1. Initial Response
Once we receive your complaint, we will acknowledge it and record the details. Where possible, we will try to resolve the issue immediately, especially if it relates to a straightforward matter that can be quickly clarified or corrected.
If the matter requires further investigation, we will let you know that we are looking into it and explain the next steps.
2. Investigation
A member of our management team will review your complaint. This may include:
Speaking to the staff involved in your move or booking. Reviewing schedules, job notes, and any records linked to your service. Considering any evidence you have provided, such as photographs or written comments.
We aim to carry out this investigation fairly and objectively. During this stage, we may contact you if we need further information or clarification.
3. Outcome and Resolution
After the investigation, we will explain our findings and provide a response. Where we uphold your complaint, we will set out what we can do to put things right. Depending on the circumstances, this may include:
Offering an apology and explanation. Taking corrective action to address service failures. Reviewing or adjusting our internal procedures. Considering appropriate remedies in line with our terms and conditions.
If we do not uphold your complaint, we will explain our reasons clearly and provide any relevant information that has led to our conclusion.
Timeframes
We aim to acknowledge complaints promptly after receiving them. For more detailed or complex matters, we will carry out a full review and aim to provide a response within a reasonable timeframe. If, for any reason, we need more time to investigate, we will let you know and keep you updated on progress.
If You Are Not Satisfied with the Outcome
If you remain unhappy with our response, you may ask for your complaint to be reviewed again by a more senior member of our team. When doing this, please set out why you are dissatisfied with the initial outcome and what you would like us to consider.
We will reassess the information, including any new details you provide, and respond with a final position. This internal review process is designed to ensure your concerns have been considered thoroughly and fairly.
Our Commitment to Fairness and Improvement
We handle all complaints courteously and with respect. Making a complaint will not affect your ability to use our services in the future. We use feedback and complaints to identify areas for improvement in all aspects of our work, including staff training, scheduling, communication, and the way we carry out moves.
By reviewing complaints regularly, we aim to maintain high standards of service for households, businesses and individuals who rely on our man and van and removal services across our operating areas.
Confidentiality and Data Protection
All complaints are handled in line with our obligations regarding privacy and data protection. Information you provide will be used only to investigate and resolve your complaint and to improve our services. We will share details internally only with those who need them to deal with the matter.
Accessibility of this Procedure
We aim to make this Complaints Procedure easy to understand and accessible to all customers. If you have specific communication needs, please tell us when you raise your complaint so that we can adapt how we communicate with you where reasonably possible.
Man and a Van Haringey values every customer and every piece of feedback. By following this Complaints Procedure, we aim to address issues fairly, maintain trust, and continue to deliver dependable removal and man and van services in the communities we serve.
