Complaints Procedure for Man with Van Hammersmith

Man with Van Hammersmith is committed to providing a reliable and professional removal service for households and businesses. 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 at each stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently, and within a reasonable timescale. Our objectives are to understand what went wrong, to put matters right where possible, and to use feedback to improve our moving services across our operating area.

We treat all complaints seriously, whether they relate to a single man and van booking, a larger removal, packing assistance, or repeated service. We will always treat you with respect and expect our customers and staff to act respectfully in return.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether written or verbal, where you would like us to respond or take action. This may include issues such as punctuality, conduct of staff, damage to goods, problems with loading and unloading, billing concerns, or communication before, during, or after your move.

Raising a Complaint

We encourage you to tell us about any issue as soon as possible so that we can investigate while details are still clear. You can raise a complaint verbally with the driver or team on the day of your move, or directly with our office after the service has taken place.

When you first contact us about a complaint, please provide as much information as you can, including your name, the date of the removal or collection, the address or general area where the service took place, a description of what went wrong, and what outcome you are seeking. Providing photographs or an inventory of damaged items, where relevant, can help us to review your concerns more effectively.

Stage One – Initial Resolution

In many cases, complaints can be resolved quickly and informally at the first point of contact. Where possible, the person you speak to will try to resolve the issue immediately by clarifying information, offering practical solutions, or agreeing any appropriate remedial action.

If the issue cannot be resolved straight away, your complaint will be recorded and referred to a responsible person within the business. We aim to acknowledge your complaint within a reasonable period of receiving it and will let you know if we need any further information.

Stage Two – Formal Investigation

If your complaint is more complex, involves potential damage or loss, or you are dissatisfied with the outcome of the initial response, it will be handled as a formal complaint. A manager or appointed person will review the details of your removal booking, including schedules, notes from the crew, and any evidence you have provided.

During the investigation we may contact you to clarify points or to request additional documents, such as photographs, proof of value, or a list of affected items. We will also speak with the team members involved and assess whether our usual standards and procedures were followed.

Once the investigation is complete, we will provide you with a written response explaining our findings, any decision we have reached, and the reasons for that decision. Where appropriate, we may offer a remedy, which could include an apology, corrective action, or another form of resolution that we consider fair in the circumstances.

Timeframes for Responding

We aim to handle complaints promptly. While exact timescales may vary depending on the nature and complexity of the issue, we will always seek to keep you updated. If for any reason we are unable to provide a final response within a reasonable time, we will let you know and explain the reason for any delay.

Evidence and Assessment of Damage

If your complaint relates to alleged damage to property or belongings during a move, we may ask you to provide photographs, receipts, or other proof of ownership and condition. This helps us assess the situation fairly and determine whether the damage is likely to have occurred while in our care.

We will consider factors such as the condition of items prior to the move, the type of packaging used, access conditions at collection and delivery addresses, and whether any relevant risks were discussed with you before the service took place.

Outcomes and Remedies

Where we find that we are at fault, we will aim to offer a remedy that is reasonable and proportionate to the issue. Depending on the circumstances, this may include an apology, a service adjustment, or other arrangements considered appropriate. Any remedy offered will take into account our terms and conditions, the nature of the loss or inconvenience, and any limitations previously agreed with you.

If You Remain Dissatisfied

If, after our formal response, you remain unhappy with the outcome, you may ask us to review the decision. In doing so, please explain which parts of the response you disagree with and why, and provide any further information that you feel is relevant.

We will review your concerns again, taking into account any additional details you provide. After this review, our decision will normally be final within the scope of our internal complaints procedure.

Using Feedback to Improve Our Services

All complaints and significant service issues are recorded and monitored. We regularly review this information to identify patterns, training needs, and areas for improvement. Whether you book a single man and van trip or a more extensive removal, your feedback helps us refine how we plan moves, protect belongings, and communicate with customers before, during, and after each job.

Confidentiality and Data Protection

We handle all complaints and related information confidentially and in line with our legal obligations. Details of your complaint will only be shared within the business as necessary to investigate and resolve the matter. We will retain records of complaints in accordance with our data retention practices and any applicable regulatory requirements.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, industry standards, or relevant legal requirements.