Complaints Procedure

Complaints Process for Man With a Van Hampton Hill Customers

Man With a Van Hampton Hill is committed to providing reliable and careful moving and transport services for households and businesses across our service area. We recognise that, despite our best efforts, issues may occasionally arise. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction related to our removal and transport services is handled consistently, fairly, and promptly. It applies to all customers who have used our services, including local moves, small house or flat removals, item collections, deliveries, and similar van hire with driver services.

We use feedback and complaints to improve our standards of care, handling, punctuality, communication, and overall customer service throughout the moving process.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. Examples include but are not limited to:

Concerns about the conduct, attitude, or professionalism of our team during a move or collection.

Issues related to timekeeping, delays, or missed appointments.

Concerns about how items were handled, protected, loaded, transported, or unloaded.

Disputes about charges, agreed quotations, or additional costs.

Concerns about communication before, during, or after the service.

This procedure is not intended for general enquiries or booking questions, which should be raised through our usual contact methods.

How to Make a Complaint

You can make a complaint in writing or verbally. We recommend submitting your complaint in writing, as this helps ensure that all details are clear and recorded accurately.

When you contact us with a complaint, please provide:

Your full name and, if applicable, the name on the booking.

The date and location of the service.

A clear description of what happened and what you are unhappy about.

Details of any damage, losses, or specific incidents.

Any reference numbers or booking details related to the move.

What outcome or resolution you are seeking, if you have a preference.

We encourage you to raise your complaint as soon as possible and within a reasonable time after the service took place, so that we can investigate effectively while details are still fresh and any evidence is easier to obtain.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will:

Acknowledge receipt of your complaint within a reasonable timeframe.

Assign your case to a suitable person to review the details.

Check the information provided and, if needed, ask you for any additional details that may help us understand the issue fully.

During this stage, we may also speak to the team members involved, review any notes from the booking, and consider any photos or documents you have supplied.

Stage Two: Investigation and Response

After the initial review, we will carry out a more detailed investigation, which may include:

Reviewing schedules, timings, and routes used for the move.

Discussing the matter with the staff who attended the job.

Assessing any reports of damage, loss, or delays.

Considering whether our standard procedures were followed correctly during the service.

Once the investigation is complete, we will provide you with a written response outlining:

Our understanding of your complaint.

Our findings following the investigation.

Any factors that may have contributed to the issue.

Whether your complaint is upheld in full, in part, or not upheld.

Any proposed actions, remedies, or goodwill gestures.

We aim to provide this response in a reasonable and proportionate timescale, taking into account the complexity of the matter.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:

Offering an explanation and, where appropriate, an apology.

Taking corrective action to improve our procedures for future moves.

Discussing options regarding charges where our service has clearly fallen below expected standards.

Clarifying our terms and conditions and how they apply to your specific booking.

Outcomes will always be assessed on a case by case basis, taking into account the information available and our obligations under our terms, reasonable care and skill, and any applicable consumer legislation.

Stage Three: Further Review

If you are not satisfied with the outcome at Stage Two, you may request a further review. In doing so, please clearly explain:

Why you are unhappy with our response.

Which parts of our findings you disagree with.

Any additional information or evidence you believe we should consider.

Your case will then be reviewed again, where possible by someone who was not directly involved in the earlier stages. After this further review, we will provide a final response explaining our position.

Our Commitments to Fairness and Respect

Throughout the complaints process, we are committed to treating you respectfully and fairly. We expect the same standard of courtesy from customers towards our staff. We will not tolerate abusive, threatening, or discriminatory behaviour in any form during the handling of a complaint.

We will handle your personal information in line with data protection principles and only use it for the purpose of managing and reviewing your complaint and improving our moving and transport services.

Learning from Complaints

Man With a Van Hampton Hill uses complaints and feedback to improve the quality and reliability of our removal and transport services across the local area. We may review trends in complaints to identify where further staff training, changes to procedures, or updates to our communication may be needed.

By following this complaints procedure, we aim to resolve issues constructively and to maintain the trust of customers who rely on us for local moving, collection, and delivery services.