Complaints Procedure for Man with Van Hounslow Customers

Man with Van Hounslow is committed to providing a professional and reliable removal and delivery service. We aim to resolve any problems quickly and fairly. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and simple way to tell us when something has gone wrong. It covers concerns about our removal and man and van services, including booking, pricing, collection and delivery, conduct of staff, and handling of belongings. We use complaints as an opportunity to put things right where we have fallen short and to improve our services for the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include, but is not limited to:

Delays or missed collection or delivery times that were not properly communicated, damage to property or belongings during loading, transport, or unloading, unexpected charges or concerns about the price quoted, behaviour, attitude, or professionalism of our drivers or porters, issues with the standard of service provided during a move, storage transfer, or local delivery, and dissatisfaction with how a previous concern has been handled.

We encourage you to raise any concern as soon as possible so that we can address it promptly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us to keep a clear record of the issues raised and the actions taken, but we will handle verbal complaints with the same seriousness.

Please provide as much detail as you can, including your full name, the date and approximate time of the service, the collection and delivery addresses, a clear description of what went wrong, any photographs or evidence that might help us understand the issue, and what outcome you are seeking, for example an explanation, an apology, or compensation.

Stage One: Informal Resolution

Where possible, we encourage you to raise the issue at the time of the service or shortly after, so that it may be resolved informally. In many cases, issues can be addressed quickly by the driver or by the person who handled your booking.

At this stage, we will aim to understand the problem, offer an explanation, apologise where appropriate, and agree a practical solution with you. If you are not satisfied with the outcome, or if the matter is more serious, you can ask for your complaint to be handled under the formal process described below.

Stage Two: Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint. Once we receive your complaint, we will:

Acknowledge your complaint and confirm that it is being investigated, record the details in our complaints log, and assign a person responsible for handling your case.

We aim to provide an initial response within five working days. This response may request further information or clarification if needed.

Investigation of Your Complaint

The person handling your complaint will conduct a fair and thorough investigation. This may include reviewing booking records, service notes, and any photographs or documentation you have supplied, speaking with the driver or team involved, and considering our internal policies and terms and conditions, including limits of liability for damage or loss.

We may contact you during the investigation to clarify details or to discuss possible solutions. We aim to complete our investigation and provide a full written outcome within twenty working days of receiving all necessary information. If, for any reason, more time is needed, we will explain the reason for the delay and confirm when you can expect a final response.

Outcome and Possible Remedies

After the investigation, we will provide a clear explanation of our findings and confirm whether your complaint is upheld in full, in part, or not upheld. Where the complaint is upheld, we will also explain what we will do to put matters right, which may include an apology and explanation, corrective action to complete or improve the service, a goodwill gesture where appropriate, or consideration of compensation where there is evidence of loss or damage and where this is covered within our terms and conditions.

We will also explain any steps we will take to reduce the risk of similar issues occurring in future, such as staff training or changes to procedures.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed. In this review, someone not previously involved in the handling of your complaint will reconsider the evidence, the decision made, and the remedy offered. The reviewer may uphold the original decision, change the decision, or propose a different remedy. We will communicate the result of this review to you in writing.

Time Limits for Making a Complaint

We ask that complaints relating to damage, loss, or missing items are raised as soon as reasonably possible, ideally within forty eight hours of the completion of the service, so that we can investigate effectively. Other concerns, such as service quality or conduct, should also be raised without undue delay. While we will consider complaints made later, delays may affect the availability of evidence and the outcome.

Our Commitment to Fairness and Confidentiality

All complaints are handled respectfully and without discrimination. Raising a complaint will not affect your right to use our services in the future. We will treat the information you provide in confidence and share it only with those who need it to investigate and resolve the issue. We may use anonymised complaint data to monitor service standards and improve our removal and man and van services in the wider area we cover.

Continuous Improvement

We value feedback, including complaints, as an essential part of improving our services for customers moving home, relocating offices, or arranging local deliveries. Patterns and recurring issues identified through complaints help us refine our systems, strengthen staff training, and ensure that Man with Van Hounslow continues to offer a reliable and professional service.

By following this complaints procedure, we aim to resolve issues fairly, promptly, and transparently, and to maintain the confidence of all customers who trust us with their moves and deliveries.