Man with Van Haggerston Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Haggerston can raise concerns about our moving and removal services, how we will respond, and what steps are available if you are not satisfied with the outcome. Our aim is to resolve all issues fairly, quickly, and transparently so that you can book our services with confidence.

Our Commitment to You

We are committed to providing a reliable, professional and courteous removal service across our operating area. If something goes wrong, we want to hear about it so we can put things right and improve our service for the future. Every complaint is taken seriously and handled in line with this procedure.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to booking and quotations, conduct and timekeeping of our staff, handling and transport of goods, delays, cancellations or missed appointments, and billing or charges related to your move.

It does not cover general enquiries, requests for quotes or feedback that is not about a specific problem with our services. However, we still welcome comments that help us improve.

Making a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can investigate while details are still clear. Please provide the following information where possible: your full name, the date of your move or booking, any reference or job number you were given, a clear description of what went wrong, when and where the incident happened, and what outcome you are seeking, such as an explanation, apology or compensation.

You may make an initial complaint verbally to a member of our team at the time of service. If the issue cannot be resolved immediately or you remain dissatisfied, you should submit a written complaint so that we can carry out a full review.

How We Will Respond

Once we receive your written complaint, we will acknowledge it and begin our investigation. We aim to provide an initial response within five working days, confirming that we have received your complaint and outlining the next steps.

Our investigation may include reviewing booking details and job notes, speaking with the staff involved in your move, assessing any photographs or evidence you provide, and checking vehicle logs and schedules relevant to the complaint. We aim to issue a full written response within 20 working days of receiving your complaint. If we need more time because of the complexity of the issue, we will let you know and give you an updated timescale.

Possible Outcomes

After we have investigated your complaint, we will provide you with a clear outcome. This may include an explanation of what happened and why, an apology where we are at fault, information on the steps we are taking to prevent a similar issue in future, or an offer of a remedy where appropriate, which may include a goodwill gesture or compensation in line with our terms and conditions and any applicable insurance cover.

We will always explain the reasons for our decision, and how we reached our conclusion based on the evidence available.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to your goods during a move, you should notify us as soon as you become aware of the issue. Where possible, please provide photographs of the damage, a description of the items affected, and any relevant purchase or valuation information. We will review this alongside our service records to determine what happened.

Any compensation or contribution to repair or replacement will be considered in accordance with our terms and conditions and any applicable insurance policies. Some items may not be covered, and certain limits and exclusions may apply. We will explain these clearly if they affect your claim.

Escalating Your Complaint

If you are unhappy with our written response, you may ask for your complaint to be reviewed by a senior member of our team. When requesting an escalation, please explain why you do not agree with the initial decision and include any additional information or evidence you wish us to consider.

The senior review will normally be completed within 15 working days. Following this review, we will write to you with a final response, confirming our position and setting out any further steps we are prepared to take.

Time Limits for Complaints

To help us investigate fairly and accurately, we ask that complaints are raised within 28 days of the date of your move or the date on which you became aware of the issue. Complaints received after this period may be more difficult to review, as records and recollections may no longer be complete. However, we will still consider late complaints and decide whether a full investigation is possible based on the information available.

Fairness and Confidentiality

All complaints are handled in a fair, objective and non-discriminatory manner. We will not treat you differently or refuse service in the future simply because you have raised a concern in good faith. Information provided in connection with a complaint will be kept confidential and only shared with staff who need it in order to investigate and respond. We may use anonymised information from complaints to monitor performance and improve our removal services.

Using This Procedure

By booking or using the services of Man with Van Haggerston, you agree that complaints will be handled in line with this Complaints Procedure, together with our general terms and conditions. This procedure does not affect your statutory rights. We encourage all customers to contact us as soon as an issue arises so that we have the opportunity to resolve matters promptly and professionally.