Complaints Procedure for Man with Van Harold Hill

Man with Van Harold Hill is committed to providing a reliable, professional and fair moving service. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so that we can put matters right where possible and improve our service. This complaints procedure explains how you can raise a concern about our man and van or removal services, what information we need from you, and how we will respond.

Purpose of This Complaints Procedure

This procedure sets out a clear and accessible process for customers who wish to complain about any aspect of our services, including home moves, office moves, packing assistance, loading and unloading, transport, punctuality or staff conduct. It explains the stages of our internal review, the timescales we normally work to, and the possible outcomes.

Who Can Use This Procedure

This complaints procedure is for any individual or business that has used Man with Van Harold Hill for removal or transport services, or has had direct dealings with us in connection with a planned booking. It covers moves of all sizes, from small flat removals to larger house or office relocations within our general service areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our service, the actions or inactions of our staff or representatives, or the way your move or booking was handled. Examples include, but are not limited to:

Concerns about delays, missed time slots or late arrival on moving day.

Issues related to the handling, loading, unloading or transport of your belongings.

Disputes about the agreed service, such as the number of movers, size of vehicle, or duration of the booking.

Concerns about staff behaviour, communication or professionalism.

Disagreement regarding charges, invoices or payment terms where you feel these do not match the service agreed.

How to Make a Complaint

You can raise a complaint in writing or verbally. We recommend submitting your complaint in writing wherever possible, as this allows us to record all details accurately and refer back to them during our investigation.

When you contact us, please provide the following information to help us deal with your complaint efficiently:

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

The date of your move or the date of the issue you are complaining about.

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

Any relevant reference details, such as booking confirmations or invoices.

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

What outcome or resolution you are seeking, where this is known.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as possible after the issue occurs. For concerns about damage to items or property, we ask that you notify us promptly once you become aware of the problem. Timely reporting helps us investigate effectively and, where appropriate, consider any remedial action.

Our Complaints Handling Stages

We aim to handle all complaints fairly, consistently and within reasonable timescales. Our internal process is as follows.

Stage One: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable period. An initial review will then be carried out by a member of our management team. We will look at all the information you have provided, along with any relevant booking details, job sheets and staff reports.

At this stage, we may contact you if we need more information or clarification. We may also ask you to provide photographs or other evidence where the complaint concerns damage or similar issues.

Stage Two: Investigation and Response

After the initial review, we will investigate the matter in more detail. This may include speaking to the driver or movers involved, reviewing schedules and route planning, and checking any notes taken during your move. Once the investigation is complete, we will send you a written response setting out:

Our understanding of your complaint.

Details of the investigation we have carried out.

Our decision and the reasons for it.

Any steps we propose to take to resolve the matter, where appropriate.

Stage Three: Further Review

If you are not satisfied with the outcome of Stage Two, you may request a further review. You should explain why you remain dissatisfied and what you believe has not been properly addressed. A more senior member of our team will then reassess your complaint, the original investigation and response, and any new information you have supplied. We will then write to you with our final position.

Possible Outcomes

Depending on the nature of your complaint and our findings, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding.

An apology where we accept that our service fell below our usual standards.

Practical steps to put things right, where reasonable and appropriate.

Information about any steps we will take internally to improve our processes or staff training.

Our Commitment to Fairness and Improvement

Man with Van Harold Hill takes all complaints seriously and treats each case on its own facts. We will always aim to be fair, transparent and respectful, and to learn from feedback so that we can improve how we provide our man and van and removal services across our operating areas. We review complaints trends periodically to identify any recurring issues and to make changes where needed.

Confidentiality and Data Protection

All complaints are handled in confidence. Details are shared only with those who need to know in order to investigate and resolve the matter. Any personal data you provide will be handled in line with our wider responsibilities under applicable data protection requirements and used only for the purposes of managing your complaint, improving our services, and meeting our legal obligations.

Ending the Complaints Process

Once we have issued our final response after the further review stage, our internal complaints process will normally be considered closed. We hope that, through this procedure, we can resolve most issues directly and maintain a positive relationship with our customers for any future moves and transport needs.