Complaints Procedure

Man and Van Harrow Complaints Procedure

Man and Van Harrow aims to provide a reliable, professional and courteous removal service for every customer. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put things right, learn from the experience and improve our service. This Complaints Procedure explains how you can raise a complaint, how we will handle it and the standards you can expect from us.

Purpose and Scope of This Procedure

This procedure applies to all complaints relating to our man and van and household or office removal services, including bookings, collection and delivery, handling of items, conduct of staff, timekeeping and communication. It is designed to offer a clear, fair and timely way to resolve concerns. This procedure does not affect your statutory rights.

We treat all complaints seriously, whether they are about a single job or an ongoing service arrangement. We welcome feedback from private customers, landlords, businesses and other organisations who use our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, however minor it may seem, where you would like us to respond or take action. Examples include:

Concerns about how your belongings were handled or protected during loading, transit or unloading.

Issues with punctuality, such as late arrival without reasonable explanation.

Disagreement about the service that was agreed, including the number of movers, size of vehicle or length of hire.

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

Disputes about charges where you believe you have been billed incorrectly.

Service quality issues relating to moves within our man and van service area.

How to Make a Complaint

You can raise a complaint using any written method you prefer. To help us investigate quickly and accurately, please provide as much detail as you can, including:

Your full name and the name used on the booking.

The date and approximate time of your move or service.

The pickup and drop-off locations.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our team.

Any photographs or other information you think may help us understand the issue.

We encourage you to make your complaint as soon as reasonably possible after the service. The sooner we are made aware of the issue, the easier it usually is to investigate and resolve.

Our Complaints Handling Stages

We aim to manage every complaint in a structured and transparent way. Our process usually follows the stages below.

Stage 1: Acknowledgement

Once we receive your complaint, we will record it and send you an acknowledgement. We will normally do this within a reasonable time period. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.

Stage 2: Investigation

A member of our management team will review your complaint. This may include speaking with the crew members involved, checking booking details, vehicle logs and any photographs or notes recorded on the day. Where necessary, we may contact you to ask for further information or clarification. We aim to carry out this investigation fairly, objectively and without unnecessary delay.

Stage 3: Response and Outcome

After the investigation, we will provide you with a written response. This will explain:

What we have understood from your complaint.

What we have found during our investigation.

Any conclusions we have reached.

Any steps we propose to take to put things right, where appropriate.

Depending on the circumstances, outcomes may include an explanation or apology, corrective action on future bookings, or, where justified, a gesture of goodwill. Every case is assessed individually and outcomes will depend on the specific facts and evidence available.

Stage 4: Further Review

If you are not satisfied with our response, you may ask us to review the complaint again. A different member of management will, where possible, carry out this review to ensure a fresh perspective. After the review, we will confirm whether our original decision is upheld or if any further action will be taken.

Timeframes

We aim to deal with complaints promptly and to keep you informed throughout. Actual timeframes may vary depending on the complexity of the issue and how quickly we receive any additional information we request from you. Where we are unable to respond fully within a normal period, we will explain the reason for the delay and give you an updated timescale.

Your Responsibilities When Making a Complaint

To help us manage complaints efficiently and fairly, we ask that you:

Provide accurate and complete information about the issue.

Communicate honestly and respectfully with our team.

Allow us reasonable time to investigate and respond.

Retain any relevant documents, images or receipts that may support your complaint.

We reserve the right to withdraw from correspondence where communication becomes abusive, threatening or unreasonable. However, this will not prevent us from reaching a fair decision based on the information we already hold.

Claims for Loss or Damage

If your complaint involves alleged loss of or damage to items handled during a move, we may ask you for additional details, such as photographs of the damage and descriptions of the items involved. We may also request evidence of value where appropriate. Any offer made in relation to loss or damage will take into account the condition and age of the items and the agreed terms and conditions of service.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with staff who need it to investigate and respond to your concerns. We will handle any personal data in line with applicable data protection principles and our internal policies.

Continuous Improvement

We review complaints regularly to identify patterns, training needs and opportunities to improve our removal and man and van services. By raising a complaint, you help us to maintain and enhance service standards for customers throughout our service area.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or applicable guidance. Any revised version will apply to complaints raised after the date of publication.

If you have any concerns about our services, we encourage you to use this procedure so that we can address the matter constructively and work towards a satisfactory resolution.




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

Street address: 15 Peterborough Rd
Postal code: HA1 2AX
City: London
Country: United Kingdom

Latitude: 51.5775590 Longitude: -0.3336240
E-mail:
[email protected]

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