Complaints Procedure

Man with Van Harold Park Complaints Procedure

This complaints procedure explains how customers of Man with Van Harold Park can raise concerns about our man and van and removal services, and how those concerns will be handled. Our aim is to make the process clear, fair, and straightforward so that any issues can be resolved as quickly as possible.

Our Commitment to Customers

Man with Van Harold Park is committed to providing a reliable, careful, and professional removal service. We work hard to handle your belongings safely, keep to agreed times, and communicate clearly throughout each job. When something goes wrong, we want to know about it so we can put it right and improve our service for the future.

We treat all complaints seriously, whether they relate to local moves, longer distance work, packing support, loading and unloading, or any other part of our service. All complaints are handled confidentially and respectfully.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether this is justified or not. This can include, for example:

Concerns about the handling, packing or transport of your belongings.

Issues with timekeeping, arrival or completion times for your move.

Concerns about the attitude or behaviour of our team members.

Disputes about charges, quotes, or payments for our man and van or removal services.

Concerns about communication before, during or after your booking.

You do not have to use formal language to make a complaint. If you tell us you are unhappy and want us to look into something, we will treat this as a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. Although we are happy to discuss issues by phone or in person, we encourage you to put your complaint in writing wherever possible. This helps us to keep a clear record and to respond fully to every point you raise.

When making a complaint, please provide as much information as you can, including:

Your full name and the address where the service was carried out.

The date and approximate time of your removal or man and van service.

A clear description of what happened and why you are dissatisfied.

Details of any loss, damage, delay, or extra cost you believe you have suffered.

Any supporting information that may help us investigate, such as photographs of damage or copies of any written agreements.

If you need help setting out your complaint in writing, we will do our best to assist you.

Our Complaints Handling Stages

We aim to deal with all complaints as promptly and fairly as possible. Our process typically follows these stages.

Stage 1: Initial Acknowledgement

As soon as we receive your complaint, we will acknowledge it. If your complaint is made verbally during or immediately after a job, the team on site will try to resolve straightforward issues on the spot, where appropriate and safe to do so. For more complex matters, your complaint will be referred for further review.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Harold Park. This may involve:

Speaking with the team members who carried out your move.

Reviewing any notes, booking details or photographs connected with the job.

Considering any relevant terms and conditions that applied to your service.

We aim to complete our investigation and provide a full response within a reasonable time frame. Where more time is required, we will let you know and explain why.

Stage 3: Response and Resolution

Once we have completed our investigation, we will provide you with a clear written response. This will set out:

Our understanding of your complaint.

What we have found during our investigation.

Any decision we have reached and the reasons for it.

Any steps we propose to take to resolve the matter, which may include an apology, corrective action, or other appropriate measures.

We will always try to reach a fair and practical solution in line with our obligations and the details of your booking.

If You Are Not Satisfied

If you feel that your complaint has not been handled fairly or that important points have not been addressed, you may ask for your complaint to be reviewed again. In doing so, please explain which parts of our response you disagree with and why. We will then reassess the matter and provide a further response where appropriate.

Timescales for Complaints

To help us investigate effectively, we encourage customers to raise complaints as soon as possible after the service has taken place. For issues relating to damage or loss of items during a move, we ask that you inform us promptly once you become aware of the problem, ideally within a short time after completion of the job.

While we will consider complaints raised later, delays can make it harder to investigate events and may limit the options available for resolution.

Recording and Using Complaint Information

We keep records of complaints and their outcomes. This helps us:

Identify patterns or recurring problems in our man and van and removal services.

Improve training and guidance for our team members.

Review our procedures, equipment and scheduling to reduce the chance of similar issues happening again.

Complaint records are kept securely and only accessed by staff who need to see them for the purpose of handling your complaint or improving our service.

Fair Treatment and Respect

Everyone involved in the complaints process will be treated with respect. We do not tolerate abusive or threatening behaviour towards our staff, and we expect our team to remain polite and professional at all times. We may bring a complaint to an end where communication becomes unreasonable or abusive, but this will be a last resort.

Review of this Complaints Procedure

This complaints procedure is reviewed regularly to make sure it remains clear, practical and in line with any changes to our removal services or working practices. We may update the procedure from time to time to reflect improvements in how we handle customer feedback and resolve problems.

We encourage all customers to share their experiences with Man with Van Harold Park. Complaints, suggestions and positive feedback all help us to continue developing a trustworthy and dependable man and van service for the communities we serve.