Man with Van Harefield Complaints Procedure

Man with Van Harefield is committed to providing a reliable and professional removals and moving service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right, learn from the experience and improve our services for future customers.

This complaints procedure explains how you can raise a concern about any aspect of our service, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this complaints procedure

This procedure covers complaints relating to any moving or removal service provided by Man with Van Harefield. This can include local and longer-distance moves, packing and loading, handling of goods, punctuality, conduct of staff, and any issues related to the booking or completion of your move.

This procedure does not cover matters that are being handled by an external regulator, legal body or insurance provider, although we may use information from those processes to help us review and improve our service.

Our complaints principles

We follow these principles when dealing with complaints:

We make it easy for you to tell us about a problem.

We treat every complaint seriously and with respect.

We aim to resolve issues promptly and fairly.

We investigate complaints objectively and review relevant evidence.

We keep you informed about progress and outcomes.

We use complaints as an opportunity to improve our removals service.

How to make a complaint

If you are unhappy with any aspect of our service, we encourage you to raise it as soon as possible. In many cases, issues can be resolved quickly and informally.

Where possible, speak to the team member on site at the time of the move and explain your concern. If the issue cannot be resolved immediately, or if you prefer not to discuss it with our staff on the day, you can raise a formal complaint.

Please submit formal complaints in writing so that we have a clear record of your concerns. When making a complaint, include the following information where possible:

Your full name.

The date of your move or booking.

The address where the service was carried out.

A clear description of what went wrong.

Any evidence that may help us review the matter, for example photographs of damage, copies of paperwork or written notes.

What outcome you are seeking, for example an explanation, an apology or a review of charges.

Time limits for raising complaints

You should raise your complaint as soon as reasonably possible after the event. This helps us to investigate while details are still fresh and relevant information is more easily available.

For issues involving loss or damage to goods, you should notify us as soon as you become aware of the problem. If you discover damage after the move, please contact us promptly so that we can review the circumstances.

How we will handle your complaint

Once we receive your complaint, we will follow these stages.

Acknowledgement: We will confirm that we have received your complaint and explain the next steps. We will aim to do this within a reasonable time frame after receiving your written complaint.

Initial review: We will review the details you have provided, including any evidence, and identify what further information we may need from you or from the staff who carried out your move.

Investigation: We will investigate the issue objectively. This may include speaking with the team members involved, reviewing job sheets, schedules and any relevant records, and assessing the condition of items where practical.

Response: Once the investigation is complete, we will provide you with a written response. This will set out our understanding of your complaint, a summary of the investigation, our findings, and any steps we will take to resolve the matter.

Possible outcomes

Depending on our findings, outcomes may include one or more of the following:

An explanation of what happened and why.

A formal apology.

Corrective action, for example revising our procedures or providing additional staff training.

A review of the charges applied to your job, where appropriate.

Signposting you to relevant external options, such as insurance, where the matter falls within policy terms.

Any financial or practical remedy will be considered on a case-by-case basis, taking into account the service agreement, our terms and conditions, and the evidence available.

Escalating your complaint

If you are not satisfied with the outcome of your complaint, you can ask for it to be reviewed. When requesting a review, explain why you remain unhappy and what you believe we may have overlooked or misunderstood.

A more senior member of our team will then reassess your complaint, review the original investigation and consider any new information you provide. Once this review is complete, we will send you a final response.

Complaints and our removals service standards

We monitor complaints regularly as part of our commitment to maintaining high standards for our removals and moving services. By reviewing the type and number of complaints we receive, we can identify trends and areas where our service might be improved, such as timekeeping, communication, loading practices or handling fragile items.

Feedback from complaints helps us refine our procedures, update staff training, and make practical changes to how we plan and carry out moves across our service area.

Confidentiality and data protection

All complaints are handled in confidence. Information is shared only with those who need it in order to investigate and resolve your complaint. We handle personal information in line with relevant data protection principles and retain complaint records only for as long as necessary for legal, regulatory and quality purposes.

Continuous improvement

Man with Van Harefield values feedback from every customer. Complaints are not viewed as a nuisance but as an important source of information about how our service is experienced in practice. By following this complaints procedure, our aim is to put things right for you where we can, and to use each complaint as an opportunity to enhance the quality and reliability of the removals service we provide.