Man With a Van Hillingdon Complaints Procedure

This complaints procedure explains how Man With a Van Hillingdon handles concerns and complaints about our removal and transport services. Our aim is to provide a clear, fair and consistent process so that any issues are dealt with promptly and professionally.

Our Commitment to You

We are committed to delivering reliable and careful moving services for homes and businesses. If something goes wrong, we want to know about it so we can put things right where possible and improve our service for the future.

We will always aim to:

Listen to your concerns carefully, treat you with respect, investigate the matter fairly, respond in clear and understandable language, and learn from complaints to prevent similar issues.

What This Procedure Covers

This procedure covers complaints about any part of our services, including but not limited to:

Home removals, flat and apartment moves, office and business moves, man and van services, loading and unloading, packing and handling of items, punctuality, conduct and behaviour of our team, and charges or billing concerns.

If your concern relates to an insurance issue or a matter outside our control, we will explain this and advise you of the next steps where possible.

Raising a Concern Informally

In many cases, issues can be resolved quickly by speaking to us as soon as you notice a problem. If you are unhappy during a move or shortly afterwards, please raise your concern with the driver or team leader on the day where possible, or contact our office at the earliest opportunity.

We will try to resolve the matter immediately by discussing the issue, checking the details of the booking or work carried out, and agreeing a practical solution where we reasonably can.

Making a Formal Complaint

If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint. To help us investigate thoroughly, please provide the following information:

Your full name, the date of your move or planned move, the collection and delivery addresses, a clear description of what went wrong, when it happened, and who was involved, details of any damage, loss, delays or additional costs, and copies of any relevant documents, such as your booking confirmation or invoice.

We recommend submitting your complaint in writing so that there is a clear record of your concerns and our response.

Time Limits for Complaints

To allow for a fair investigation, we ask that you raise any complaint as soon as reasonably possible. In the event of physical damage or loss of items, you should contact us promptly after the move, once you have unpacked or checked your belongings. If you delay significantly, it may be harder for us to investigate and may limit the options available for resolution.

How We Will Handle Your Complaint

When we receive a formal complaint, we will log it on our system and assign it to a responsible person for review. We will acknowledge your complaint and confirm that we are looking into it. We may ask for further information or clarification if needed to carry out a proper investigation.

We will then investigate by reviewing your booking and job notes, speaking to the staff involved where appropriate, assessing any photographs or evidence of damage, and considering whether our terms and conditions and service standards have been met.

Once the investigation is complete, we will provide a written response explaining our findings, whether the complaint is upheld in full, in part, or not upheld, the reasons for our decision, and any proposed remedy or next steps.

Response Times

We aim to acknowledge all formal complaints within a reasonable period of receiving them. We then aim to provide a full response as promptly as possible. The time required may vary depending on the complexity of the matter, the availability of staff involved, and the need to gather evidence.

If we anticipate that our investigation will take longer than usual, we will let you know and keep you informed of progress.

Possible Outcomes and Remedies

Where your complaint is upheld, the steps we may take can include an explanation or apology, clarification of our terms and conditions, a review of internal procedures or staff training, and, where appropriate and in line with our terms, a financial or practical remedy.

Any remedy offered will depend on the specific circumstances, the nature of the issue, the condition and value of any affected items, and the agreement set out in our terms and the services you booked.

Escalating Your Complaint

If you are not satisfied with the outcome of our internal investigation, you can ask for your complaint to be reviewed again. When requesting an escalation, please explain why you disagree with our initial decision and provide any additional relevant information you feel has not been considered.

We will review your complaint, our original findings, and your new comments, and then send you a final response.

Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide will only be shared with staff or third parties where necessary to investigate and resolve the complaint or where we are legally required to do so.

Continuous Improvement

We regularly review the complaints we receive to identify patterns and areas where our removal and man and van services can be improved. Your feedback, whether positive or negative, is valuable in helping us provide a better service to all customers.

Updates to This Procedure

Man With a Van Hillingdon may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice. The version published on our website will always be the most current.