Complaints Procedure
Man with Van Hanwell Complaints Procedure
This complaints procedure explains how Man with Van Hanwell handles concerns and complaints about our man and van and removal services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve the quality and reliability of our work.
Our Commitment to You
We want every move and collection to go smoothly. If something goes wrong or falls below your expectations, we encourage you to tell us. We commit to treating all complaints seriously, handling them respectfully, and seeking a practical resolution wherever possible.
We will always try to:
Listen carefully to your concerns and understand the full situation. Acknowledge any mistakes we have made. Explain clearly what we can do to put things right. Learn from the issue to prevent it happening again.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether you feel that:
The service you received was not as described or agreed. Our team acted in an unprofessional manner. There was damage or loss associated with a removal or delivery. There were delays, missed appointments or poor communication. Any other aspect of the service did not meet the standard you reasonably expected.
We encourage you to raise issues as soon as possible so we can respond promptly and effectively.
How to Raise an Initial Concern
If you are unhappy with any part of your service, the first step is to speak to us informally. You can contact us using our usual contact channels to explain the issue in your own words.
When you first get in touch, please provide:
Your full name. The date of your booking and the date the service took place. The address where we carried out the work. A clear description of what went wrong. Any relevant reference numbers or booking details. Any supporting information you feel is important, such as photos of alleged damage or timelines of events.
In many cases, issues can be resolved quickly at this stage through discussion, clarification or a practical remedy.
Formal Complaints Process
If your concern is not resolved informally, or if you prefer to make a formal complaint straight away, we will follow our structured process.
Step 1: Acknowledgement
Once you have made a formal complaint, we will acknowledge receipt within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and that it is being reviewed. We may ask for further information or clarification if needed to fully understand the issue.
Step 2: Investigation
A member of our team will investigate your complaint. This may involve:
Reviewing your booking information and any notes from the move. Speaking with the staff members involved. Checking any available photographs, messages or job records. Considering the terms and conditions that applied to your booking.
We aim to complete our investigation and provide you with a response within a reasonable period. If the matter is complex and we need more time, we will let you know and explain why.
Step 3: Response and Outcome
When the investigation is complete, we will send you a written response. This will include:
A summary of your complaint. The findings of our investigation. Our decision on whether your complaint is upheld in full, in part, or not upheld. Any proposed resolution or remedy.
Depending on the circumstances, possible outcomes may include an explanation or apology, an operational change, partial or full refund where appropriate, or other agreed actions to put things right.
Escalating Your Complaint
If you are not satisfied with the outcome of your formal complaint, you may request that it be reviewed at a higher level within the business. When asking for an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking.
The review will consider whether the complaint was handled fairly, whether the findings were reasonable, and whether the outcome was appropriate based on the information available.
Time Limits for Complaints
To help us investigate effectively, we ask that complaints relating to removal or man and van services are raised as soon as reasonably possible after the service date. This allows us to access accurate information, speak to team members while events are fresh in mind, and review any relevant records.
Complaints raised a long time after the event may be more difficult to investigate fully, but we will still review them and respond where possible.
Claims for Loss or Damage
If your complaint involves alleged damage or loss of items during a move or collection, please notify us as soon as you become aware of the issue.
To assess claims of this nature, we may ask for:
A description of the item and the damage or loss claimed. Photographs clear enough to show any damage. Proof of ownership or value where appropriate. Information about how the item was packed, loaded and unloaded.
All claims for loss or damage are subject to our terms and conditions, including any limits or exclusions of liability that applied at the time of booking. We will review each claim carefully and respond with our findings and any proposed remedy.
Unreasonable or Abusive Behaviour
We understand that moving can be stressful and that problems can be upsetting. Our team will always aim to communicate calmly and respectfully. In return, we ask that customers treat our staff with the same level of respect.
We may limit or cease communication where behaviour is abusive, threatening, or persistently unreasonable. In such cases, we will explain any steps we are taking to manage future contact.
Using Feedback to Improve Our Services
Every complaint is an opportunity for us to improve the way we provide our man and van and removal services. We regularly review complaints and feedback to identify patterns, training needs and operational changes that can reduce the chance of similar issues arising again.
By following this complaints procedure, our aim is to provide all customers with a clear, fair and accessible way to raise concerns and to be confident they will be taken seriously.
