Complaints Procedure
Harrow Man and Van Complaints Procedure
This Complaints Procedure explains how Harrow Man and Van handles concerns and complaints about our man and van and removals services. We aim to resolve problems quickly, fairly and transparently, and to use feedback to improve the way we plan, handle and complete moves for our customers.
Our Commitment To You
Harrow Man and Van is committed to providing a reliable, professional and careful service for every move. If something goes wrong, we want to know. We will treat every complaint seriously, keep you informed throughout the process, and seek a practical and fair outcome based on the facts of the case and the terms agreed at the time of booking.
What This Procedure Covers
This procedure applies to complaints relating to our man and van and removal services, including local and longer-distance moves, packing, loading, transport, unloading and related support. It covers issues such as service quality, staff conduct, communication, punctuality, damage to property and the handling of agreed charges.
This procedure does not replace or limit any statutory rights you may have under consumer law or any rights under a written contract. It is designed to work alongside those rights by setting out how you can raise a complaint with us and how we will respond.
Who Can Make A Complaint
A complaint can be made by any customer who has used or booked our services, or by someone acting with the customer’s clear consent. We may ask for basic information to confirm that the person raising the complaint is authorised to discuss the booking and any related matters.
How To Raise A Complaint
If you are dissatisfied with any aspect of our service, please raise your concern as soon as possible. Prompt contact helps us understand what has happened while the details are still clear and, where possible, put things right quickly.
You may raise a complaint in writing or verbally. When doing so, please provide:
The name used to make the booking; the date of the move or service; the address or general area where the service took place; a clear description of what went wrong; and any relevant evidence such as photographs, inventory notes or written agreements. Clear information helps us investigate thoroughly and respond accurately.
Stage One: Initial Review And Response
Once a complaint is received, we will acknowledge it within a reasonable timeframe. During the initial review we will gather information from you and, where relevant, from any staff members involved in the booking or move. We may also review job notes, inventory records, photographs or other evidence related to the service.
We aim, wherever possible, to resolve straightforward complaints at this stage. This may include providing an explanation, offering an apology where appropriate, taking corrective action for future bookings or discussing possible remedies that are proportionate to the issue raised.
Stage Two: Further Investigation
If you are not satisfied with the outcome of the initial review, you can request a further investigation. At this stage, your complaint will be considered in more detail, including a closer review of the evidence and any additional information you wish to provide.
We will reassess the circumstances, taking into account the agreed terms and conditions and any relevant industry practices for removal services. We will then issue a more detailed written outcome, explaining our findings, any conclusions reached and, where applicable, any offer of remedial action.
Timeframes For Handling Complaints
Harrow Man and Van aims to handle complaints promptly. While actual timescales may vary depending on the complexity of the issue, we will acknowledge your complaint within a reasonable period and keep you informed of progress if further time is required for investigation. Our goal is to reach a clear outcome as soon as is reasonably practical.
Evidence And Assessment
To ensure complaints are handled fairly, we may request supporting information from you. This can include photographs of any alleged damage, copies of confirmation messages or job sheets and details of any previous discussions about the issue. We will review this material alongside our own records, such as booking confirmations, notes from the removal team and any recorded inventories.
In assessing a complaint, we will consider what was agreed at the time of booking, the nature of the service provided, and whether our staff followed our policies and reasonable professional standards for removal work.
Possible Outcomes And Resolutions
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, taking practical steps to address any ongoing issues, reviewing our internal processes or, where appropriate and justified by the evidence, offering a financial or service-related remedy in line with our terms and conditions and applicable law.
Every complaint is considered individually. We do not guarantee a specific outcome, but we do commit to dealing with every case in a consistent, reasonable and transparent manner.
Continuous Improvement
We use information from complaints to improve our services. This may involve additional staff training, updating procedures for handling moves, improving communication around arrival times or charges, or reviewing how we protect and handle customers belongings during loading, transit and unloading.
By raising your concerns, you help us identify where our removals and man and van services can be strengthened for future customers across our operating areas.
Confidentiality And Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will be used only for investigating and responding to your complaint, and for improving our services where relevant. We will retain complaint records in line with our data handling practices and any applicable legal requirements.
Further Questions About This Procedure
If you have any questions about this Complaints Procedure or how it applies to your situation, you may contact us and request clarification. We will be happy to explain how the process works and what information is likely to help us handle your concerns effectively.
Harrow Man and Van encourages customers to raise issues promptly and openly so that we can maintain and improve the quality, reliability and care of our removals and man and van services.
