Complaints Procedure for Man and a Van Hammersmith
Man and a Van Hammersmith aims to provide a reliable, efficient and courteous removal service for customers moving homes, offices and individual items. On the rare occasion that we do not meet your expectations, this complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to ensure that any dissatisfaction with our moving or man and van services is handled fairly, promptly and consistently. We use feedback, including complaints, to improve our removals operations, customer communication and overall service quality.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include issues such as delays, missed appointments, conduct of staff, condition of vehicles, handling of belongings, invoicing, or any other aspect of our moving services.
Raising a Complaint
If you are unhappy with any part of our service, we encourage you to raise it as soon as possible so that we can address it quickly. In the first instance, please contact the member of our team who managed your booking or move on the day. Many issues can be resolved immediately through informal discussion and clarification.
If the matter cannot be resolved informally, or you prefer to make a formal complaint straight away, you should submit your complaint in writing. Please provide the following information so that we can investigate thoroughly:
Your full name and contact details, your booking reference or moving date, a clear description of your complaint, including what happened and when, details of any damage, loss or delay, and any evidence you wish to provide, such as photographs or item lists, and how you would like us to put things right if possible.
How We Will Respond
Once we receive your formal complaint, we will acknowledge it in writing. We aim to do this within a reasonable timeframe, confirming that we have received your complaint and explaining the next steps. We will then carry out an internal review of the details you have provided.
During this review, we may contact you to clarify information, request additional details, or discuss your experience of our moving service. We may also speak to staff who were involved in your booking or move, review job sheets, schedules and any other relevant records.
Investigation and Timescales
We aim to complete our investigation and provide a full response as promptly as possible. The time required will depend on the complexity of the issues raised, the availability of staff and any third parties involved, and whether damage or loss assessments are needed.
Where it is not possible to provide a full response within a short period, we will keep you informed of our progress and let you know when you can expect a further update. Our goal is always to resolve complaints efficiently while ensuring a fair and careful review.
Outcomes and Resolutions
After completing our investigation, we will send you a written response explaining our findings. This response will set out what we have looked into, what we have concluded, and the reasons for our decision. Where appropriate, we may also explain any changes we intend to make to our procedures as a result of your complaint.
If we uphold your complaint in full or in part, we will explain any remedies we are able to offer. These may include an apology, corrective action, or other appropriate steps in line with the nature of the issue and the terms and conditions of our removal services.
Escalating Your Complaint
If you are not satisfied with our final response, you may ask for your complaint to be reviewed again. In doing so, please explain why you remain unhappy and what you believe we may have overlooked. We will then carry out a further review where possible, which may include a reassessment of evidence and consultation with senior members of our team.
We are committed to treating all complaints seriously and respectfully. While we may not always be able to agree with every aspect of a complaint, we will always strive to be clear, transparent and fair in our reasoning.
Complaints Involving Damage or Loss
Where your complaint involves alleged damage to or loss of items during a move, we may request photographs, proof of ownership or value, and a detailed list of affected belongings. This helps us to assess the situation accurately and, where applicable, consider it in line with our terms and conditions and any relevant insurance arrangements.
Please report any apparent damage or loss as soon as you become aware of it. Prompt notification makes it easier for us to investigate, review logs from the removal job and identify any contributing factors.
Unreasonable or Abusive Behaviour
We understand that moving can be a stressful experience, and we treat all complaints with empathy and professionalism. However, we ask that customers communicate with our team respectfully. Man and a Van Hammersmith reserves the right to limit or withdraw communication where behaviour is threatening, abusive or persistently unreasonable. In such cases, we will inform you of the steps we are taking and how future contact will be managed.
Continuous Improvement
Every complaint is an opportunity for us to learn and improve. We regularly review feedback about our moving and man and van services to identify patterns, training needs and service enhancements. By following this complaints procedure, you help us maintain and develop the quality, reliability and safety of our work across our service area.
Review of This Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and consistent with our obligations as a professional removal service provider. Updated versions may be published from time to time to reflect changes in our operations or legal requirements.
