Complaints Procedure

Man with Van Hackney Wick Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Hackney Wick can raise concerns about our removal and transport services, and how those concerns will be handled. We aim to deal with all complaints fairly, promptly, and professionally so that any issues are resolved and the quality of our man and van service continues to improve.

Our Commitment to Handling Complaints

We recognise that, on occasion, things may not go as planned during a move or delivery. When this happens, we encourage customers to tell us so we can investigate and put things right where possible. Every complaint is treated seriously, whether it relates to punctuality, handling of items, conduct of staff, communication, or any other aspect of our removal service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our services, whether the issue is minor or significant. Examples include concern about damage to items, delays on the day of the move, unexpected charges, or the attitude or behaviour of a driver or porter. If you are unsure whether your concern is a complaint or a simple query, you can still raise it and we will guide you through the process.

Raising a Complaint Informally

In many cases, issues can be resolved quickly by speaking to us as soon as a problem arises. Where possible, we encourage customers to raise concerns informally in the first instance, ideally on the day of the move or as soon after as possible. This allows us to understand the situation while details are still fresh and may allow for a fast resolution, such as clarifying information, offering a practical solution, or providing an explanation.

Making a Formal Complaint

If you feel that an informal approach has not resolved the matter, or if the issue is serious, you may make a formal complaint. When making a formal complaint, please provide the following information:

The date of your move or booking, your full name and the collection and delivery addresses, a clear description of what went wrong, including dates, times and names where possible, details of any damage or loss, including photographs if available, and what outcome you are seeking, such as an explanation, apology, repair, or compensation consideration. Providing as much detail as possible helps us to investigate your complaint thoroughly and respond accurately.

Time Limits for Making a Complaint

We ask that complaints are made as soon as reasonably possible after the event. Complaints about damage to items should be raised promptly after delivery so that we can inspect and assess the situation. While we will consider complaints raised later, the passage of time may affect what evidence is available and what action can reasonably be taken.

How We Will Handle Your Complaint

Once a formal complaint is received, we will record the details and begin an investigation. We aim to acknowledge receipt within a reasonable time frame and to provide a full response after we have gathered all relevant information. During the investigation, we may contact you to clarify details, request additional information or photographs, or arrange to inspect any alleged damage.

We will also speak with any team members involved, review booking records, route information, and any messages relating to your move. Our objective is to establish what happened, why it happened, and what can be done to resolve the situation fairly.

Response Times

We aim to provide a full written or verbal response to your complaint within a practical and reasonable period, depending on the complexity of the issue. Straightforward complaints may be resolved quickly, while more complex cases, particularly those involving alleged damage or loss to items, may take longer. If additional time is needed, we will keep you informed of progress and let you know when you can expect a full response.

Possible Outcomes

After investigating your complaint, we will let you know the outcome and our reasons. Possible outcomes include an explanation of what occurred, an apology where we have fallen short, practical steps to put things right where possible, or, where appropriate and subject to terms and conditions, consideration of repair, replacement, or financial settlement. The outcome will depend on the circumstances of the complaint, any evidence available, and the terms that applied to your booking and service.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after our response, you may ask for your complaint to be reviewed. A review will reconsider the information provided, the way the original investigation was conducted, and whether the outcome was fair and reasonable in light of all the circumstances. You may be asked to provide any further information you feel is relevant for this review.

Respectful Communication

We understand that moving can be stressful and that problems can cause frustration. We are committed to treating all customers with courtesy and respect, and we ask that customers communicate with our team in the same way. Aggressive, abusive, or threatening behaviour will not be tolerated and may limit how we are able to communicate with you about your complaint.

Using Complaints to Improve Our Service

Feedback and complaints are an important source of information for improving our man and van and removal services. We regularly review complaints to identify any recurring issues and to adjust our training, procedures, or resources where necessary. By sharing your concerns, you help us refine how we plan moves, protect belongings, communicate with customers, and manage our operations.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our practices or in relevant laws or guidance. The version in force at the time you raise your complaint will be the procedure we follow. You are encouraged to review this page periodically to remain informed about how complaints are managed by Man with Van Hackney Wick.