Complaints Procedure

Man and Van Haringey Complaints Procedure

Man and Van Haringey is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.

1. Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear, fair and transparent process for customers who are dissatisfied with any aspect of our man and van or removal services. We use complaints as an opportunity to review and improve our services and to put things right wherever possible.

This procedure applies to all customers who have used, or attempted to use, our services, including home moves, flat moves, single-item deliveries, and small office or business relocations.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where a customer reasonably expects a response or resolution. This may include, but is not limited to:

Concerns about the standard of our removal or delivery services.
Issues relating to punctuality, conduct or attitude of team members.
Problems with handling, loading, unloading or transporting items.
Disputes about charges, quotes or additional costs.
Concerns about communication before, during or after your move.

We encourage you to raise any concerns as soon as possible so we can address them promptly.

3. How to Make a Complaint

You can make a complaint in writing or over the phone. Written complaints help us understand the details clearly and keep an accurate record of your concerns.

When making a complaint, please provide the following information where possible:

Your full name and preferred method of contact.
The date and location of the service.
A description of the issue, including any relevant times and events.
Details of any team members involved, if known.
Any evidence that may support your complaint, such as photos, inventory lists or written notes.
What outcome you are seeking, for example an explanation, apology, or review of charges.

4. Time Limits for Submitting a Complaint

To help us investigate effectively, we ask that you submit your complaint as soon as reasonably possible. For issues relating to service quality or conduct on the day of the move, please contact us within seven days of the service date. For concerns about charges or billing, please contact us as soon as you become aware of the issue.

We may still review complaints raised after these timeframes, but our ability to investigate thoroughly could be reduced where records or recollections are limited.

5. How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide an estimated timescale for a full response.

Investigation: We will gather information relevant to your concerns, which may include speaking with the team members involved, reviewing job notes, schedules and any available images or documentation. We may contact you to request further details or clarification.

Assessment: We will assess what happened, whether our service met our usual standards and terms, and whether we could have done anything differently. We will also consider any practical steps we can take to resolve the situation.

Response: We will provide a clear response explaining our findings, any decisions made, and the reasons behind them. Where appropriate, we will also explain any corrective measures or improvements we intend to implement.

6. Timescales for Response

We aim to resolve most complaints as quickly as possible. In many cases, simple issues can be clarified within a few working days.

For more detailed complaints requiring investigation, we will normally provide a full response within 14 working days from the date we receive all necessary information. If, for any reason, we anticipate a delay, we will let you know and provide an updated timeframe.

7. Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, outcomes may include:

An explanation of what happened and why.
An apology where our service fell below our expected standards.
A review or adjustment of charges, where appropriate and justified.
Practical steps to put things right, where this is possible.
Changes to our internal processes, training or guidance to reduce the risk of similar issues in future.

Any remedies or goodwill gestures are offered on a case-by-case basis and at our discretion, taking into account the circumstances and evidence available.

8. Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request that it is reviewed again. When asking for an escalation, please explain why you disagree with the original decision and provide any additional information you feel has not been considered.

A more senior member of our team will then review the complaint, the investigation and the response already provided. They may contact you for more details before issuing a final response.

9. Our Commitment to Fairness and Respect

We treat all complaints seriously and handle them in a professional and respectful manner. We ask that customers also communicate with our team courteously. We will not tolerate abusive, threatening or discriminatory language or behaviour. In extreme cases, we may limit communication channels where necessary to protect our staff.

10. Learning and Service Improvement

Every complaint is an opportunity for Man and Van Haringey to improve. We regularly review the nature and frequency of complaints to identify patterns and implement changes to our training, planning and service delivery. This helps us enhance the customer experience for home moves, flat moves and small business relocations across our service area.

By setting out this Complaints Procedure, we aim to give you confidence that any concerns will be listened to carefully, investigated fairly and addressed in a timely and professional way.



Quality Man and Van Haringey Removals at Industry Leading Prices!

Leading the way in the removal service industry, our resources allow our company to provide our customers with the most efficient, top quality service around in N8. With industry leading prices, our man and van solutions are accessible to anyone and everyone in need, so whether you’re using us for an office move or a domestic relocation task, you’re bound to be left satisfied when you experience what we have to offer. In addition to our low prices, we also regularly hold special deals and discounts on particular options, so get in touch with our man and van Haringey team today to see what we can offer you.

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Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

Company name: Man and Van Haringey Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 22 Orchard Rd
Postal code: N6 5TR
City: London
Country: United Kingdom

Latitude: 51.5751120 Longitude: -0.1404870
E-mail:
[email protected]

Web:
Description: This is the company that guarantees highly professional and inexpensive moving services in and around Haringey, N4. Book now!
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