Man and Van Harlington Complaints Procedure

Man and Van Harlington is committed to providing a reliable and professional moving service for all customers using our man and van and removal solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and continually improve our services.

Our Commitment to You

We aim to handle every complaint fairly, consistently and promptly. Our goals are to:

Listen carefully to your concerns and treat you with respect at all times.

Investigate all complaints thoroughly and objectively.

Provide a clear response within reasonable and stated timeframes.

Use feedback to improve our removals and man and van operations in Harlington and surrounding areas.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Harlington, whether it relates to a local move, a longer-distance removal, a single item transport or a more complex man and van job.

Complaints can include, but are not limited to:

Concerns about timekeeping, conduct or attitude of our team members.

Issues with care and handling of your belongings during loading, transit or unloading.

Disputes about charges, quotations, invoicing or payment terms.

Problems with communication or failure to follow agreed instructions.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. Please include as much relevant detail as possible so we can investigate effectively.

Information to Provide

When making a complaint, please try to provide the following:

Your full name and the address where the removal or man and van service took place.

The date of the service and any relevant booking or reference details.

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

The names of any staff involved, if you know them.

Copies of any supporting documents you may have, such as quotes, inventories, photographs or written correspondence.

Details of how you would like us to resolve the issue, where possible.

Stages of Our Complaints Process

We follow a structured process to ensure complaints about our removal and transport services are handled consistently and fairly.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. During this initial review we will:

Log your complaint on our internal system.

Confirm that we have received your information.

Allocate your case to a suitable person for investigation.

Stage 2: Investigation

The allocated person will investigate your complaint thoroughly. This may involve:

Reviewing booking details, service notes and any removal or delivery documentation.

Speaking with the staff members involved in your move.

Assessing any photographs, inventories or other evidence you provide.

Clarifying details with you if we need additional information.

We aim to complete our investigation and provide a full written response within a reasonable timeframe. If for any reason our investigation takes longer, we will keep you informed of the progress.

Stage 3: Response and Resolution

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

A summary of your complaint and how we investigated it.

Our conclusions and whether your complaint is upheld in full, in part or not upheld.

Any actions we will take to put things right, where appropriate.

Details of any steps we will take to improve our man and van and removal processes as a result of your feedback.

Depending on the nature of the complaint, possible resolutions may include an apology, corrective action, service rectification or other appropriate remedies in line with our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage 3, you can ask for your complaint to be reviewed again. In this case:

Your case will be re-examined, ideally by a more senior member of our team who was not involved in the initial investigation.

We may contact you to obtain any further information or clarification.

We will provide a final written response setting out our position and the reasons for our decision.

Time Limits for Raising a Complaint

To help us investigate effectively, we encourage you to raise any issues as soon as possible after your move or man and van service has taken place.

Concerns about service standards, conduct or timekeeping should ideally be reported within a short period of the job being completed.

Concerns relating to possible damage or loss of items should be raised as soon as reasonably practicable after you become aware of the issue, taking into account any applicable terms and conditions associated with your booking.

Our Approach to Fairness

We handle all complaints about our removal and transport services in a fair and unbiased way. This means:

We will not treat you differently or disadvantage you for making a complaint.

We will consider the evidence available from both you and our team.

We will remain open to putting things right where we have made a mistake.

We welcome feedback from every move, whether it takes place in Harlington itself or in surrounding areas, so that we can continue to improve our service.

Continuous Improvement

All complaints and significant concerns are reviewed periodically to identify trends and areas where our man and van and removal services can be improved. This may lead to additional staff training, changes to procedures, or updates to our customer information.

Privacy and Confidentiality

All complaints are handled in line with our approach to privacy and data handling. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the issue. Information is retained only for as long as is necessary for these purposes and to meet any legal or regulatory requirements.

Contacting Us About a Complaint

If you wish to raise a concern about any aspect of your experience with Man and Van Harlington, please contact us using your usual method of communication with our team. We will always do our best to resolve matters quickly and professionally, so you can move with confidence and peace of mind.



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Contact us

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

Street address: 37 Little Rd
Postal code: UB3 3BT
City: London
Country: United Kingdom

Latitude: 51.5065110 Longitude: -0.4159140
E-mail:
[email protected]

Web:
Description: When you start planning a move, don’t forget to call us. Our expert man and van team in Harlington, UB3 will make your move the easiest one!
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