Complaints Procedure for Man with Van Hanworth

Man with Van Hanworth is committed to providing a reliable, professional and considerate removal service. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Scope of This Complaints Procedure

This procedure applies to complaints about our man and van and removal services, including packing, loading, transport, unloading, and related customer service. It covers issues such as service quality, conduct of our staff or contractors, damage to goods or property, delays, and any other aspect of the service you believe has not met reasonable expectations.

This procedure is intended for individual and business customers who have used, or have a confirmed booking for, our services. It does not cover general enquiries, requests for quotes, or informal feedback that does not require a formal response.

Our Complaints Principles

We aim to handle every complaint in line with the following principles:

We will listen carefully to your concerns and treat you with respect at all times. We will deal with your complaint promptly and keep you informed of progress. We will investigate the facts fairly and objectively. Where we are at fault, we will acknowledge this and work with you to provide an appropriate remedy. We will use what we learn from complaints to improve our removals service and customer experience.

How to Make a Complaint

If you are unhappy with any aspect of our service, please raise the issue as soon as possible so that we can address it effectively. In the first instance, we encourage you to raise the matter informally with your driver or the team on the day of the move, if it is safe and practical to do so. This often allows issues to be resolved quickly on the spot.

If the issue cannot be resolved informally, or you prefer to make a formal complaint, please contact our office in writing. Written complaints help us to understand the details clearly and provide a more thorough response.

When submitting your complaint, please include the following information so that we can investigate efficiently: your full name, the address where the service was provided, and the date of the move; a clear description of what went wrong and when it happened; details of any damage, loss or additional costs you believe you have incurred; the names of any staff you dealt with, if known; any supporting information, such as photographs of damage or copies of relevant documents; what you would consider to be a fair resolution.

Time Limits for Making a Complaint

We ask that you submit your complaint as soon as possible after the issue arises. In cases involving possible damage to goods or property, it is helpful if you notify us within a short period of discovering the problem, ideally within a few days of the move. The sooner we receive full details and evidence, the easier it is for us to carry out a thorough and fair investigation.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable time. In this acknowledgement, we will confirm that we have received your complaint, may ask for any further information we need to begin our investigation, and provide an indicative timescale for our full response.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the events that led to the complaint, wherever possible. As part of the investigation we may: review your booking details, job notes and any relevant correspondence; speak to the driver and team members involved in your move; where appropriate, request additional evidence from you, such as photographs or repair estimates; consider any relevant terms and conditions that applied to your booking.

Our aim is to complete the investigation and provide you with a detailed response within a reasonable period from the date of acknowledgement. If the matter is complex or requires further time, we will let you know and keep you updated.

Our Response and Possible Outcomes

At the end of the investigation, we will send you a written response. This will explain the outcome of our review, including a summary of the facts we have established, whether we uphold your complaint in full, in part, or do not uphold it, and the reasons for our decision. Where your complaint is upheld, in whole or in part, we will also explain any steps we propose to take to put things right. Depending on the circumstances, this may include an apology, corrective action to address a service issue, and, where appropriate and subject to our terms and conditions, consideration of a financial remedy.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may contact us again to explain why you disagree with our findings or proposed resolution. Where appropriate, we may arrange for a further review of the complaint by a more senior member of our team, who will consider whether the original decision was fair and reasonable in light of all the information available.

While we will always aim to reach an outcome you feel is fair, there may be occasions where we and the customer cannot agree. In such cases, our decision will be based on our terms and conditions, any evidence provided, and what we believe to be a reasonable and proportionate response.

Claims for Loss or Damage

Where your complaint involves alleged damage to goods or property or loss of items, we may require supporting documentation such as photographs, repair reports, or purchase receipts. Our consideration of such claims will take into account our agreed terms, any limitations of liability, and the circumstances of the move. It is important that any damage is reported to us as soon as you become aware of it, so that we can investigate promptly and fairly.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations.

Continuous Improvement

We welcome feedback of all kinds, including complaints, as an opportunity to review how we operate and to improve our removal services. We regularly review the nature and outcome of complaints received to identify any recurring issues, training needs, or changes we can make to enhance the experience of future customers using Man with Van Hanworth.

This complaints procedure is reviewed periodically to help ensure it remains clear, fair and effective for everyone who uses our services.