Complaints Procedure
Man with Van Hampstead Complaints Procedure
This complaints procedure explains how Man with Van Hampstead handles any concerns or complaints about our moving and removal services. It is designed to be clear, fair and easy to use, so that any issues can be resolved as quickly as possible.
Our Commitment to You
We aim to provide a reliable, professional removal service. However, we recognise that sometimes things can go wrong. When this happens, we want to know about it and put it right where we can. We treat all complaints seriously and use them to improve our services.
We will always try to:
Listen carefully to your concerns, respond promptly, investigate fairly and keep you informed throughout the process. We will explain our decisions clearly and, where a mistake has been made, take reasonable steps to correct it.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, or how we have handled a previous enquiry or booking. This can include issues before, during, or after a move, such as punctuality, handling of items, communication, charges or any aspect of customer service.
How to Make a Complaint
You can raise a complaint with us in writing or by speaking to a member of our team. Written complaints help us review details accurately, so we encourage you to set out your concerns clearly, including:
The date of your move, your full name, the pickup and delivery locations, a description of what went wrong, when the issue occurred, and the outcome you are seeking if you have one in mind.
Where possible, please contact us with your complaint as soon as you become aware of a problem. This makes it easier for us to investigate and resolve the matter.
Stage One: Frontline Resolution
In many cases, concerns can be resolved quickly by the team member you first speak to, such as the driver on the day or the person handling your booking. They will aim to understand the issue and, where appropriate, offer an immediate explanation or solution.
If the matter cannot be resolved on the spot, or you are not satisfied with the initial response, the complaint will move to the next stage for a more detailed review.
Stage Two: Formal Investigation
When a complaint requires further investigation, it will be handled by a responsible person within the company who was not directly involved in the original issue wherever possible. This helps us review the situation objectively.
During the investigation we may:
Review booking records, job sheets and inventory notes, speak to staff involved in the move, consider any photos or evidence you have provided, and assess whether our terms and conditions and service standards have been followed.
We will aim to acknowledge your complaint within a reasonable timeframe and give you an indication of how long the investigation is likely to take. Once our review is complete, we will provide a written or clearly documented response, setting out our findings and any actions we will take.
Timeframes
We strive to resolve complaints as quickly as possible. Many straightforward issues can be addressed within a few working days. More complex matters may take longer, especially if they involve several members of staff or detailed information from the moving day.
If there is likely to be a delay in providing a full response, we will let you know and keep you updated on progress.
Possible Outcomes
Depending on the nature of the complaint and the findings of our investigation, outcomes may include:
An explanation or clarification where there has been a misunderstanding, an apology where we have fallen short of our standards, corrective action to improve our processes or staff training, and where appropriate and in line with our terms and conditions, a gesture of goodwill or other form of resolution.
All outcomes will be explained to you in clear language so you understand how we reached our decision.
If You Are Still Unhappy
If you are not satisfied with the outcome of the formal investigation, you may ask for a further review. In such cases, the complaint will be reconsidered by a senior member of the company who has not previously been involved with the case, where this is possible within the size and structure of our business.
They will look at how the complaint was handled, whether the investigation was fair and complete, and whether the response was reasonable in light of the information available.
Fair Treatment of Staff and Customers
We expect all parties to be treated with respect throughout the complaints process. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. Equally, we will ensure that you are treated politely and fairly at all times.
Using Complaints to Improve Our Service
Complaints are an important source of feedback for a removal company. We regularly review the issues raised to identify patterns or recurring problems so that we can improve planning, handling procedures, communication and staff training.
By following this complaints procedure, our aim is not only to resolve individual concerns but also to enhance the overall quality and reliability of the moving services we provide.
Updates to This Procedure
We may update this complaints procedure from time to time to reflect changes in our services or in relevant regulations. The current version will always apply to any complaint raised with Man with Van Hampstead.
