Haringey Man and Van Complaints Procedure
Haringey Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so that we can put matters right, learn from the experience, and improve our service. This Complaints Procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously and aim to resolve them fairly, consistently, and as quickly as possible. Our key commitments are to:
Listen carefully to your concerns and treat you with respect and courtesy at all times.
Investigate issues thoroughly and objectively, including any concerns about packing, loading, transport, delivery, timings, or conduct of staff.
Provide a clear and reasoned response, explaining our findings and any actions we will take.
Use feedback and complaints to review and improve our removals and man and van operations.
What This Procedure Covers
This procedure covers complaints relating to the services provided by Haringey Man and Van, including:
Domestic and commercial removals.
Man and van hire and small moves.
Loading, unloading, packing, and handling of items.
Timekeeping, reliability, and communication before, during, and after a move.
Conduct, behaviour, or appearance of our drivers, porters, and office staff.
Billing, quotations, and clarity of charges relating to our services.
This procedure does not cover matters that are being handled by an insurer, legal representative, or another dispute resolution body. In those cases, we may need to coordinate with the relevant party before responding.
How to Make an Informal Complaint
In many cases, issues can be resolved quickly by speaking to us informally. If a problem arises before or during your move, you are encouraged to raise it as soon as possible with the crew on site or with our office team. This gives us the opportunity to resolve the matter promptly, for example by adjusting how work is carried out, clarifying an agreed service, or correcting a misunderstanding.
Where an issue is resolved to your satisfaction at this informal stage, it will not normally be treated as a formal complaint. However, we may still make an internal record so that we can review trends and prevent similar problems from arising in future.
How to Make a Formal Complaint
If you are not satisfied with the outcome of an informal discussion, or if you prefer to raise your concerns formally from the outset, you can make a formal complaint. Your complaint should include:
Your full name and any reference or booking details, if available.
The date of your move or the date you received the service.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our staff about the issue.
Any evidence that may help us investigate, such as photographs or item lists.
We recommend making your complaint in writing so that we have a clear record of your concerns and can respond in a structured way.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in the process, and, where possible, give an indicative timescale for our investigation and response.
In some cases, we may contact you to ask for further details or clarification before we can begin a full investigation, especially if your complaint involves complex issues such as alleged damage to goods or disagreements about the agreed scope of work.
Investigation Process
Your complaint will be reviewed by an appropriate member of our management or customer care team who was not directly involved in the issue wherever possible. Our investigation may include:
Reviewing your booking details, job sheets, and any relevant paperwork.
Taking statements from the crew members or office staff involved.
Reviewing photographs, inventory lists, or other supporting documents.
Assessing whether our terms and conditions and internal procedures were followed.
Considering any mitigating factors that may have affected the delivery of the service.
We aim to complete our investigation and respond to you within a reasonable period. If we anticipate any delay, we will inform you and explain the reason.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide you with a written response that includes:
A summary of your complaint and the issues investigated.
Our findings based on the evidence available.
Any apology, explanation, or corrective action we consider appropriate.
Details of any goodwill gesture or practical steps we can take to put matters right where reasonably possible.
Clarification of any remaining points of disagreement, if applicable.
Outcomes may include providing a fuller explanation, taking internal action with staff, reviewing or updating procedures, offering a revised service arrangement, or, where justified and in line with our terms and conditions, agreeing a suitable remedy.
If You Are Still Unhappy
If you remain dissatisfied after receiving our response, you may ask for your complaint to be reviewed at a higher level within Haringey Man and Van, where available. You should explain why you believe the outcome or reasoning is incorrect or incomplete and provide any additional information you would like us to consider.
We will then carry out a further review where appropriate and inform you of our final position. Once this stage is complete, our internal complaints process will normally be considered exhausted.
Time Limits for Complaints
To help us investigate effectively, we ask that complaints relating to a completed removal or man and van job are raised as soon as reasonably possible and normally within a reasonable period from the date the service was provided. Complaints raised after a longer period may be more difficult to investigate fully, particularly where staff recollection, records, or evidence are limited.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with our obligations under data protection law. Information will only be shared with those who need it to investigate and resolve your complaint or where we are legally required to disclose it.
Continuous Service Improvement
Haringey Man and Van values feedback as a key part of maintaining and improving a dependable removal service. We regularly review complaints and customer comments to identify recurring issues, training needs, and opportunities to enhance our planning, handling, communication, and overall customer experience.
By following this Complaints Procedure, we aim to resolve concerns fairly and promptly while continually improving the standard of our man and van and removals services.
