Complaints Procedure for Man with Van West Hampstead

Man with Van West Hampstead is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints about our man and van and removal services. It helps us address your concerns promptly and consistently, and it also allows us to improve the quality and safety of our work for all customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to bookings, punctuality, conduct of staff, handling of belongings, completion of work, pricing, or communication. You do not need to use the word “complaint” for it to be treated as one; if you are unhappy and want us to respond, we will treat it as a complaint.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If you are unhappy during or immediately after your move, please speak to the driver or team leader on the day. They may be able to put things right straight away, such as adjusting how items are handled, clarifying agreed work, or correcting misunderstandings about timing or access.

If the matter cannot be resolved on the day or you remain dissatisfied, you can make a formal complaint using the process below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our removal services, please do so in writing so that we can keep an accurate record. When submitting your complaint, please include:

Your full name and, if applicable, the name on the booking, the date of your move or scheduled service, the collection and delivery locations, a clear description of what went wrong and when it happened, details of any damage, delay, or conduct issues, and what outcome or resolution you are seeking.

Complaints should be made as soon as reasonably possible after the event, ideally within 14 days of the service, especially where damage or loss is involved. This helps us investigate effectively and review any records from the move.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. We aim to acknowledge all complaints within three working days. The acknowledgement will confirm that we have received your complaint and that it is being reviewed under this procedure. If any further information is required from you to start the investigation, we will let you know at this stage.

Our Investigation Process

An appropriate member of our management team will review your complaint fairly and objectively. The investigation may include speaking to the staff who carried out your move, reviewing booking notes and any photographs or documentation from the day, considering any evidence you have provided, and, where relevant, assessing our service against the agreed quote and terms.

We may contact you during the investigation to clarify details, request additional information, or discuss possible solutions. This helps ensure that we fully understand your concerns and can reach a well-informed decision.

Timeframe for a Full Response

We aim to provide a full written response to your complaint within 14 working days of acknowledging it. If the matter is complex or requires additional time, we will inform you of the delay, explain why more time is needed, and provide an updated expected timescale for our response.

Our Response and Possible Outcomes

When our investigation is complete, we will write to you with our findings. Our response will summarise your complaint and the key issues raised, explain the steps we took to investigate, state whether your complaint is upheld in full, in part, or not upheld, and outline any actions we will take as a result.

Depending on the circumstances, possible outcomes may include an apology and explanation, practical steps to complete or correct work, where appropriate, consideration of compensation in line with our terms and conditions, and internal measures, such as staff training or changes to our procedures, to reduce the risk of similar issues arising in future.

If You Are Not Satisfied with Our Decision

If you are unhappy with our final response, you can request that your complaint be reviewed. To do so, please reply in writing, explaining why you disagree with the outcome and providing any additional information you feel has not been considered. A different member of our management team will review how your complaint was handled and whether the decision was reasonable and fair based on the evidence.

Following this review, we will issue a final position statement. This marks the end of our internal complaints process.

Complaints Involving Damage or Loss

If your complaint relates to damage to or loss of belongings during a house move, flat move, office move, or other transport service, it is important that you notify us as soon as you become aware of the issue. Where possible, please retain the damaged items and take clear photographs showing the damage and any relevant labels or markings on packaging.

We will review these details alongside our records of how items were packed, loaded, secured, and unloaded. Any compensation or contribution towards repair or replacement will be considered in line with our terms, the condition and value of the item, and the extent to which we are responsible for the damage or loss.

How We Use Complaints to Improve Our Service

We view complaints as an important source of feedback. All complaints are logged, and we regularly review them to identify any recurring issues in our removal and man and van operations, including punctuality, care of goods, customer communication, and team conduct. Where patterns are identified, we may provide additional staff training, update vehicle loading procedures, or refine how we schedule and manage moves across our service area.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, reviewing our services, and meeting any legal or regulatory obligations. We will store your complaint securely and retain it only for as long as is necessary for these purposes and in line with our data protection responsibilities.

Accessibility and Reasonable Adjustments

We want this complaints procedure to be accessible to all customers. If you need help to raise a complaint or require information in a different format, please let us know. We will make reasonable adjustments so that you can explain your concerns clearly and participate fully in the process.

Review of This Complaints Procedure

Man with Van West Hampstead keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. Updates may be made from time to time to reflect changes in how we deliver our man and van and removal services, or to improve how we handle and respond to customer concerns.