Complaints Procedure

Complaints Procedure for Man with Van Harlesden Customers

Man with Van Harlesden is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go to plan. This complaints procedure explains how you can raise any concerns about our man and van or removal services, how we will respond, and the steps we will take to put things right where possible.

Our Commitment to You

We aim to resolve all complaints promptly, fairly and consistently. Every complaint is treated seriously, whether it relates to customer service, timings, handling of belongings, charges or any other aspect of our work. We will always investigate what happened, explain our findings, and use the outcome to improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether during a booking, on the day of your move, or after the work has been completed. Examples include concerns about:

Delays or missed time slots for collection or delivery

Conduct or attitude of drivers, porters or office staff

Condition, handling or security of your belongings

Accuracy of quotes, charging, invoices or additional fees

Failure to follow agreed instructions or service specifications

Communication before, during or after your move

You do not have to use any special wording to make a complaint. If you tell us that you are unhappy with our service and would like us to respond, we will treat that as a formal complaint.

How to Make a Complaint

You can raise a complaint verbally or in writing, whichever is more convenient for you.

Verbal complaints can be made to any member of our team during or immediately after your move. They will do their best to resolve the issue on the spot or pass the details to a manager if further investigation is needed.

Written complaints allow us to review your concerns in more detail. When making a written complaint, please include:

Your full name and any booking reference you were given

The date and approximate time of the service

The collection and delivery locations for the move

A clear description of what went wrong and when

Details of any damage, loss, delays or additional costs

What outcome you are seeking, where you feel this is appropriate

Providing photographs, inventories, receipts or other supporting information can help us understand the issue more quickly, particularly for damage or loss claims.

Time Limits for Submitting Complaints

We ask that you raise any concerns as soon as possible so that we can investigate while events are still recent and information is easier to verify.

For service issues such as punctuality, conduct or communication, please contact us within seven days of the move date.

For alleged damage or loss of items, please inform us as soon as you become aware, ideally on the day of the move or within 48 hours of delivery. Claims raised after a significant delay may be harder to assess and could affect the remedies available.

Our Complaints Handling Process

When we receive your complaint, we follow a clear process.

First, we acknowledge your complaint. For written complaints, we will confirm that we have received your message and that an investigation has started.

We then carry out an investigation. This may include speaking with the driver or crew involved, reviewing booking notes or job records, considering photographs and documents you provide and, where relevant, seeking clarification from you about any details that are unclear.

Next, we provide a response. We will explain our findings, confirm whether we believe the complaint is upheld in full, in part, or not upheld, and outline any steps we will take as a result. These might include an explanation or apology, corrective action, a gesture of goodwill or other remedy where appropriate and in line with our terms and conditions.

If the complaint is complex or requires more time to investigate, we will keep you updated on progress and let you know when you can expect a full reply.

Escalating Your Complaint

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed at a higher level within Man with Van Harlesden. When requesting an escalation, please explain why you consider the response to be incomplete or unfair, and provide any additional information you believe is relevant.

We will then re-examine the complaint, taking into account your comments, any further evidence and whether our procedures were followed correctly. A final response will be provided once this review is complete. This represents the final stage of our internal complaints process.

Fairness, Confidentiality and Data Protection

All complaints are handled in a fair and impartial way. We do not discriminate against any customer who raises a concern, and your complaint will not affect any ongoing or future bookings with us.

Your personal information and details of your complaint are kept confidential and are only shared with team members who need the information to investigate and resolve the issue. We store and use your data in line with applicable data protection requirements and our internal policies.

Using Complaints to Improve Our Service

We view complaints as an important source of feedback on our man and van and removal services. We regularly review complaint patterns to identify where training, process changes or additional checks are needed. This helps us reduce the likelihood of similar issues arising in the future and supports our aim of providing a dependable, careful and professional moving service.

If You Are Unsure Whether to Complain

If you are uncertain whether your concern qualifies as a complaint, or you simply want to discuss an issue informally first, you are welcome to contact us and explain the situation. We can advise you on the most suitable next steps and confirm whether we will treat the matter under this complaints procedure.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using Man with Van Harlesden. We may update the procedure from time to time to reflect changes in our services, legal requirements or best practice in handling customer concerns.