Complaints Procedure

Complaints Procedure for Man With a Van Hammersmith

This Complaints Procedure explains how customers of Man With a Van Hammersmith can raise concerns about our removals and man and van services, and how those concerns will be investigated and resolved. We aim to provide a clear, fair, and efficient process so that any issues are dealt with promptly and professionally.

Our Commitment to Handling Complaints

We are committed to delivering a reliable service for every move, whether small collections or full household and office removals. If something goes wrong, we want to know about it so we can put matters right where possible, learn from the situation, and improve our services. All complaints are treated seriously, kept confidential as far as reasonably possible, and handled without discrimination or disadvantage to the customer.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including but not limited to:

Quality of service on moving day, including punctuality, care taken with belongings, and conduct of staff.

Issues with booking, administration, or documentation relating to a move.

Concerns regarding charges, invoices, or how a quote has been applied.

Concerns about loss of or damage to items handled by our team.

If your concern relates to something outside of our control, we will explain this and, where possible, direct you to the appropriate organisation or information.

How to Raise a Complaint

You can raise a complaint in writing. Written complaints help us keep a clear record of the issues and ensure that nothing important is missed. Please include as much detail as you can so that we can investigate thoroughly.

Information to Include in Your Complaint

When submitting your complaint, please provide the following information:

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

The date of your move and any booking reference you may have.

A clear description of what went wrong, including dates, times, and locations where relevant.

The names or descriptions of any staff involved, if known.

Details of any damage, loss, or additional costs you believe you have incurred.

What outcome you are seeking, for example an explanation, an apology, rectification of a problem, or consideration of compensation.

Initial Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing within 5 working days. This acknowledgement will confirm that we have received your complaint and will outline the next steps in the process. If any important information is missing, we may ask you to provide further details to help with the investigation.

How We Investigate Complaints

Your complaint will be reviewed by a person with sufficient authority and independence from the events you have described, wherever reasonably possible. The investigation may include:

Reviewing your booking details, job sheets, and any relevant documents or photographs.

Speaking with the staff members involved in the move.

Reviewing our policies, procedures, and service standards relevant to your complaint.

Assessing any evidence of damage or loss, including any supporting material you provide.

We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If, due to complexity or other factors, we need more time, we will inform you of the reason for the delay and give you an updated timescale.

Our Response and Possible Outcomes

After completing our investigation, we will send you a written response setting out:

A summary of your complaint and the issues you raised.

The steps we took to investigate your concerns.

Our findings and any conclusions we have reached.

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

Possible outcomes may include:

An explanation and, where justified, an apology.

Corrective actions to remedy a service issue, where possible.

Review or amendment of internal procedures or staff training.

Consideration of compensation in line with our terms and conditions and any applicable limits of liability.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our response, you can request a review of your complaint. To do this, please write to us within 20 working days of the date of our response, explaining why you are not satisfied and what you believe has not been properly addressed.

Where possible, your complaint will then be reviewed by a different person who was not involved in the original investigation. They will consider the handling of your complaint, our findings, and any new information you provide. We will aim to provide a final written decision within 20 working days of your request for a review, or we will inform you if more time is needed.

Time Limits for Making a Complaint

We ask that complaints relating to our man and van or removal services are raised as soon as reasonably possible and, in any event, within 6 months of the date of your move or the date you became aware of the issue. This helps ensure that records are still available and that staff can accurately recall events, allowing for a fair and effective investigation.

Recording and Using Complaint Information

We keep records of complaints in order to monitor performance and identify areas where our moving services can be improved. These records are stored securely and retained only for as long as necessary in line with our data protection responsibilities. Personal information related to your complaint will only be used for the purpose of handling your complaint and for internal monitoring and training.

Review of this Complaints Procedure

Man With a Van Hammersmith will review this Complaints Procedure periodically to ensure it remains clear, fair, and effective. We may update the procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals sector.

By setting out this procedure, we aim to give all customers confidence that any concerns about our man and van and removal services will be taken seriously and dealt with in a consistent and professional manner.