Complaints Procedure

Complaints Procedure for Man With a Van Hackney

This complaints procedure explains how Man With a Van Hackney will handle any concerns or complaints about our removal and moving services. We aim to provide a clear, fair and timely process so that any issues are dealt with professionally and consistently.

Our Commitment to You

We work hard to deliver a reliable, careful and courteous removal service. If something goes wrong, we want to know about it so we can put it right where possible, learn from the issue and prevent similar problems in the future. All complaints are treated seriously and handled with respect and confidentiality.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to booking arrangements, collection and delivery, conduct of staff, handling of belongings, timing, communication and charges. It is designed for customers who have used or booked our services and wish to raise a formal concern.

Informal Resolution

In many cases, complaints can be resolved quickly and informally. If an issue arises during your move or shortly afterwards, please raise it with the driver or team member on site, or with the person who organised your booking if you are in direct contact. We will make every reasonable effort to resolve the matter there and then.

If you are not satisfied with the informal response, or if the issue is too serious to be dealt with informally, you may use the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our removal services, please do so in writing. Written complaints help us to understand the issues clearly and enable us to keep an accurate record of the matter.

When submitting your complaint, please include the following information:

Your full name and contact details, the date of your move or booking, the pick-up and delivery locations, a clear description of the problem, including relevant dates and times, details of any conversations already held about the issue, and what outcome or resolution you are seeking if you have something specific in mind.

Please provide copies of any supporting information you have, such as inventory notes, photographs of any damage, or written quotes and confirmations.

Acknowledgement of Your Complaint

Once we receive your written complaint, we will record it in our internal complaints log. We aim to acknowledge receipt within a reasonable timeframe and to confirm that the complaint is being reviewed. In our acknowledgement, we will explain the next steps and may ask for any additional information we need in order to investigate fully.

How We Investigate Complaints

We will carry out a fair and thorough investigation of your complaint. This may include reviewing your booking details and any written communications, speaking with the staff involved in your move, checking route, timing and job records, and reviewing photographs, inventories or other documentation provided by you or by our team.

We may contact you to clarify any points and to ensure we fully understand your experience. Our aim is to establish what happened, why it happened, and what we can reasonably do to resolve the situation.

Timescales for Response

We will aim to provide you with a full written response to your complaint within a reasonable timeframe following acknowledgement. If the complaint is complex or requires further investigation, we will keep you informed about progress and let you know if we need more time to respond.

Our Decision and Possible Outcomes

After we have completed our investigation, we will write to you with our findings and our decision. Depending on the nature of the complaint and the outcome of the investigation, possible resolutions may include an explanation or clarification of what occurred, an apology where appropriate, corrective action such as staff guidance or changes to our procedures, or a goodwill gesture where we consider this to be reasonable.

Where the complaint relates to loss or damage to goods, we will review the circumstances against our terms and conditions and any applicable limitations or exclusions of liability. Any offer of compensation will be made in line with those terms and conditions and our assessment of the evidence provided.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may request that your complaint is reviewed again. In this case, where possible, a different member of our management team will re-examine the complaint, the investigation and the decision. We will then provide you with a further written response explaining whether the original decision is upheld or varied, and the reasons for that conclusion.

Unreasonable or Vexatious Complaints

We recognise that complaining can be stressful and that people may act out of character when upset or distressed. However, we reserve the right to limit or cease communication where a complainant behaves in a way that is abusive, threatening or unreasonably persistent. In such cases we will explain our decision to the complainant and may restrict contact to a single communication channel.

Recording and Using Complaint Information

We keep records of all formal complaints, investigations and outcomes. This information is used to monitor the quality of our removal and man and van services, to identify recurring issues and to improve staff training and procedures. Personal information is handled in line with our data protection responsibilities and is kept only for as long as necessary for these purposes.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or industry best practice. The version published here is the current procedure that applies to all complaints about our services.

Conclusion

Man With a Van Hackney is committed to delivering a dependable and professional removal service. When problems arise, this procedure ensures that you know how to raise your concerns and how we will respond. We value the feedback we receive through complaints and use it to make our moving services more reliable and customer focused.