Complaints Procedure

Complaints Procedure for Harrow Man and Van

This complaints procedure explains how Harrow Man and Van manages concerns and complaints about our removal and man and van services. Our aim is to provide a clear, fair and timely process so that any issues are handled professionally and used to improve our service.

Our Commitment to Handling Complaints

Harrow Man and Van is committed to delivering reliable moving services for homes and businesses. If something goes wrong, we want to know about it. We treat all complaints seriously, whether they relate to service quality, conduct of staff, punctuality, handling of goods, or communication before, during or after a move.

We aim to:

Respond to complaints promptly and courteously.

Investigate concerns thoroughly and impartially.

Provide clear explanations and, where appropriate, reasonable remedies.

Use feedback to review and improve our removal processes.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This may include:

Issues with the booking process or information provided.

Concerns about the behaviour, attitude or conduct of our team.

Problems with the way goods were handled, loaded, transported or unloaded.

Delays, missed appointments or changes to agreed timings.

Disagreement about charges, estimates or invoices.

Concerns about aftercare, follow up or communication.

We encourage customers to raise any issues as soon as possible so we can address them quickly and effectively.

How to Make a Complaint

You can make a complaint in writing. Written complaints allow us to keep clear records and ensure nothing is missed during our investigation.

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

Your full name and any reference or booking details you have.

The date and location of the removal or man and van service.

A clear description of what went wrong and how it affected you.

The names or descriptions of any staff members involved, if known.

Details of any immediate steps already taken to address the issue.

What outcome you are seeking, if you have something specific in mind.

This information helps us understand the situation and respond more efficiently.

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints within a reasonable period of time after receiving them. Within this acknowledgement, we will outline the next steps and may ask for any additional information needed.

We will then investigate the complaint. The time required to complete the investigation may vary depending on the complexity of the issue, but we aim to provide a full response within a reasonable timeframe. If we are unable to respond fully within that period, we will update you on progress and give an indication of when you can expect a full reply.

How We Investigate Complaints

When we receive a complaint, we will:

Review the details you have provided and any related documentation.

Check the booking information, service notes and relevant internal records.

Speak with the staff members involved, where appropriate.

Assess what happened against our service standards and company policies.

Consider any mitigating factors or external circumstances.

We approach every complaint with an open mind and aim to understand the situation from your perspective as well as from the perspective of our team.

Our Response and Possible Outcomes

Once our investigation is complete, we will contact you with our findings. Our response will normally include:

A summary of the complaint as we understand it.

An explanation of the steps we took to investigate.

Our conclusions and any relevant explanations.

Details of any actions we will take as a result.

Where your complaint is upheld or partly upheld, we will consider appropriate remedies. Depending on the circumstances, this may include an apology, corrective action, service adjustments, or other reasonable steps. Any remedy will be decided on a case by case basis, taking into account the nature of the issue and its impact.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed. In your request for review, please explain why you remain dissatisfied and highlight any points you feel have not been properly considered.

Where possible, a different person or a more senior member of staff will review the complaint, the investigation and the response given. Following this review, we will provide a final response setting out our position.

Complaints About Damage or Loss

If your complaint relates to damage or loss of items during a move, please notify us as soon as you become aware of the issue. Prompt notification helps us assess the circumstances while details are still clear and, where relevant, obtain information from the team that carried out the work.

We may ask for supporting information such as photographs, descriptions of the damage, or confirmation of the condition of items before the move. Any consideration of compensation will follow our terms and conditions for removals and man and van services, including any applicable limitations.

Using Feedback to Improve Our Service

Harrow Man and Van values feedback, including complaints, as part of our commitment to improving our removal services. We regularly review complaint trends to identify areas where we can enhance staff training, communication, scheduling, handling of goods and overall customer experience.

By following this complaints procedure, we aim to maintain high standards of professionalism and reliability for customers arranging moves of all sizes, from small man and van jobs to larger home and office removals.