Complaints Procedure

Complaints Procedure for Man with Van Harrow on the Hill

Man with Van Harrow on the Hill aims to provide a reliable and professional removals and man and van service. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We are committed to handling all complaints fairly, consistently and promptly. We use feedback and complaints to improve our local removals, house moves, office moves and general man and van services. We will always treat you with respect and expect the same courtesy for our staff.

What This Procedure Covers

This procedure applies to complaints relating to our removal and man and van services, including but not limited to:

Issues with booking or scheduling of moves, conduct or attitude of our drivers or porters, handling, loading and unloading of goods, timekeeping or delays, damage or loss of items during removal, and invoicing or payment concerns. If your concern relates to something not listed above but connected to our services, you should still follow this procedure.

Raising a Complaint Informally

Many issues can be resolved quickly and informally. In the first instance, we encourage you to raise any concern directly with the driver or team leader on the day of your move, especially if the issue is practical or operational. If the matter cannot be resolved on the spot, or if you prefer not to discuss it with the crew, you can escalate it using the formal complaints process below.

Making a Formal Complaint

If you are not satisfied after attempting an informal resolution, or if the issue is serious, you may submit a formal complaint. Please do so as soon as possible after the incident, so that details remain clear for both you and us.

When making a complaint, please provide:

Your full name, your address, the date of your move, a clear description of what went wrong, any relevant supporting information such as inventory notes or photographs, and what outcome you are seeking, such as an explanation, apology, corrective action or review of charges. Providing complete information at the outset helps us investigate more efficiently.

Time Limits for Complaints

To allow a fair investigation, we ask that you raise your complaint within a reasonable time. Normally, this means within 7 days of the date of your move for service quality issues and within 24 hours of discovering any damage or loss to items. Complaints raised outside these timescales will still be considered, but our ability to investigate fully may be reduced.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. Where necessary, we may request additional details or clarification to assist our investigation.

How We Investigate Complaints

Each complaint is handled by a member of our management team who was not directly involved in the issue, wherever possible. The investigation may include reviewing booking records and job sheets, speaking with the removals crew and any office staff involved, checking any photographic evidence or inventory records, and considering relevant terms and conditions that applied to your booking.

We aim to complete our investigation and provide you with a detailed response within 14 days of acknowledging your complaint. If, for any reason, we require more time, we will let you know and give you a revised timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response. This will usually include a summary of your complaint, the steps we took to investigate, our findings and whether your complaint has been upheld in full, in part, or not upheld.

Depending on the outcome, we may offer one or more of the following: an explanation of what went wrong, an apology, corrective action to prevent a recurrence, a gesture of goodwill, and where appropriate and in line with our terms and conditions, a contribution toward repair or replacement of damaged items. Any financial remedy will be assessed in accordance with our contractual obligations and any applicable limitations of liability.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may ask for a review. Your request should explain clearly why you disagree with our findings or proposed resolution and highlight any information that may not have been fully considered.

A senior member of our team will then review the complaint, the investigation and the response provided. Following this review, we will issue a final position. This completes our internal complaints procedure.

Complaints Involving Alleged Damage or Loss

Where your complaint relates to alleged damage or loss of property during a removal, we may request photographs of the affected items, photographs taken before and after the move where available, purchase receipts or other proof of value, and confirmation that the items were in our care at the relevant time.

In some cases, we may need to inspect the items or ask you to obtain an estimate for repair or replacement. We may also refer to our terms and conditions for any exclusions or limits that apply to fragile, pre-damaged or self-packed goods.

Use of Your Information

Information you provide as part of a complaint will be used only for handling that complaint, improving our removals and man and van services, and meeting any legal or regulatory obligations. Your details will be handled in line with our approach to privacy and data handling.

Continuous Improvement

We review complaints data regularly to identify recurring issues and opportunities to improve. Lessons learned may lead to additional staff training, updates to our booking process, changes to packing or handling procedures, and clearer communication about what customers can expect from our services.

Accessibility and Assistance

If you need help to raise a complaint, for example due to language, disability or any other reason, please let us know. We will make reasonable efforts to support you in setting out your concerns so that they can be properly considered.

This complaints procedure is intended to provide a clear route for resolving concerns about Man with Van Harrow on the Hill. We value all feedback and will always aim to restore your confidence in our removals and local moving services wherever possible.