Haringey Man and Van Complaints Procedure

Haringey Man and Van is committed to providing a reliable and professional removal service. We aim to handle every move with care, efficiency and respect for your property. However, we recognise that on occasion things may go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose and Scope

This procedure applies to all customers who use our man and van or removal services. It covers issues such as booking problems, service delays, conduct of staff, handling and transport of goods, loss or damage to items, invoicing concerns and any other aspect of the service you feel has not met reasonable expectations.

The aim of this procedure is to provide a clear and fair way for you to tell us what went wrong, to allow us to investigate fully and to give us an opportunity to put things right where appropriate.

2. Our Commitment to You

When you make a complaint, we will treat you with courtesy and respect. We will take your concerns seriously, keep your information secure and use it only for the purpose of addressing your complaint. We will handle all complaints in a timely, fair and consistent manner, and we will use what we learn to improve our removal services wherever possible.

3. Informal Resolution

Many concerns can be resolved quickly and informally. If something goes wrong on the day of your move or you are unhappy with any aspect of our service, please raise it with the team on site or with the person who arranged your booking as soon as possible.

We will try to resolve the matter there and then. Informal resolution may include practical steps to remedy the issue, an explanation, or an apology where appropriate. If you are not satisfied with the informal response, or if you prefer not to deal with the matter informally, you can use the formal complaints process described below.

4. Making a Formal Complaint

You should make a formal complaint as soon as reasonably possible after the problem occurs and within a reasonable timeframe of the service date. This helps us investigate effectively while details are still clear.

When submitting your complaint, please provide the following information:

• Your full name
• The date of your move or booking
• The address where the removal service took place and the destination address, if relevant
• A clear description of what went wrong
• Details of any loss or damage, with approximate values where known
• Any supporting evidence you may have, such as photographs or inventories
• What outcome you are seeking, for example an explanation, an apology or compensation

Clear and detailed information will help us understand your experience and respond more effectively.

5. 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 provide an estimated timescale for our full response.

If we require any additional information or clarification to progress our investigation, we will contact you to request this. Delays in receiving requested information may extend the time needed to complete our review.

6. Investigation Process

Your complaint will be reviewed by a member of our management team who was not directly involved in the events you are complaining about, wherever possible. The investigation may include:

• Reviewing your booking details, job sheets and service records
• Speaking with the removal team and any staff involved
• Examining photographs, inventories or other evidence
• Assessing whether our policies and procedures were followed
• Considering any relevant terms and conditions provided at the time of booking

We aim to complete our investigation and provide a full written response within a reasonable period. If, for any reason, the investigation will take longer than expected, we will inform you and explain the reason for the delay.

7. Our Response and Possible Outcomes

At the end of our investigation, we will provide you with a clear response that sets out:

• The issues you raised
• The steps we took to investigate
• Our findings and conclusions
• Any actions we will take to put things right, if appropriate

Depending on the nature of your complaint, possible outcomes may include an explanation, an apology, corrective action regarding future bookings, practical steps to address ongoing issues or, where justified and in line with our terms, an offer of financial adjustment or compensation.

8. If You Remain Dissatisfied

If you are not satisfied with our response, you may ask us to review the outcome. When doing so, please explain which parts of the decision you disagree with and why, and provide any further information you believe is relevant.

A more senior member of our management team will then review your complaint, our investigation and our original decision. They may uphold the outcome, change it, or request further investigation. We will then provide you with a final response.

9. Conduct and Expectations

We understand that moving can be stressful and that problems with a removal service can be upsetting. We ask that all complaints are made in a respectful and constructive manner. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff, whether in person, by phone or in writing. In serious cases, we may limit or end communication if behaviour is unreasonable or abusive, while still fulfilling any legal responsibilities we may have.

10. Using Complaints to Improve Our Service

We value feedback and treat complaints as an opportunity to improve our man and van and removal services. We regularly review complaints to identify patterns and areas where our processes, staff training or customer communication can be strengthened. Our aim is to reduce the likelihood of similar issues arising for future customers.

11. Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals sector. The most current version will apply to all new complaints raised after the date of any update.

If you are unsure about any part of this procedure or how it applies to your situation, you are welcome to contact us for clarification before submitting a complaint. We are committed to dealing with all concerns fairly and to supporting our customers throughout the process.