Complaints Procedure for Man with Van Hither Green

Man with Van Hither Green is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the outcomes you can expect.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our services. It covers all aspects of our work, including domestic and small office moves, item collection and delivery, packing assistance, and related removal activities. We use all complaints and feedback to improve our services and maintain high standards.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, where a response is explicitly or implicitly expected. This can include:

Concerns about punctuality, conduct, or professionalism of our team members.

Issues with how your belongings were handled, packed, loaded, transported, or unloaded.

Disputes regarding charges, quotes, or the information provided before or after a move.

Concerns about the quality or completion of the moving service you received.

3. Making an Informal Complaint

Where possible, we encourage you to raise concerns informally in the first instance. For example, if you experience a problem on moving day, please speak to the team on site. Many issues can be resolved quickly when brought to our attention immediately.

If the matter cannot be resolved on the day or you are not satisfied with the initial response, you can make a formal complaint using the process set out below.

4. How to Make a Formal Complaint

You can submit a formal complaint in writing. When making a complaint, please include as much detail as possible, such as:

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

The date and approximate time of the move or service.

The collection and delivery locations relevant to the service provided.

A clear description of what went wrong and what you are dissatisfied with.

Any supporting information you have, such as photographs or inventory notes.

Clear and detailed information helps us investigate your complaint thoroughly and respond appropriately.

5. Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you submit your complaint as soon as reasonably possible. Ideally, complaints about service quality should be raised within 7 days of the move. Complaints relating to potential loss or damage to items should be raised as soon as you become aware of the issue.

We may still review complaints raised after these periods but our ability to investigate fully may be reduced if a significant amount of time has passed.

6. How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledge receipt of your complaint and confirm that it is being reviewed.

Assign your complaint to a person responsible for investigating and responding.

Carefully review your account of events and any supporting information you provide.

Where necessary, speak with the team members involved in your move and review internal records.

Reach a conclusion and provide you with a written response explaining our findings and any actions we propose to take.

We aim to issue a full response within 14 working days of receiving your complaint. If we need more time to investigate, we will let you know and provide an updated timescale.

7. Possible Outcomes and Remedies

Following our investigation, we may decide to take one or more of the following actions:

Offer a clear explanation and, where appropriate, an apology.

Provide corrective action, such as revisiting the property to complete an agreed task.

Offer a goodwill gesture where we consider it appropriate.

Review and improve our internal procedures, staff training, or communication processes to help prevent similar issues in future.

Any remedy offered will be based on the specific circumstances of your complaint and the evidence available.

8. Complaints About Loss or Damage

If your complaint relates to possible loss or damage to your belongings, we will ask for additional information, which may include photographs, descriptions of the items concerned, and details of any pre-existing damage you are aware of. We may also review inventories or other records from the move.

It is important that you notify us promptly of any suspected loss or damage so that we can investigate effectively. Our ability to offer a remedy may depend on the information and evidence available.

9. Escalating Your Complaint

If you are not satisfied with our final response, you can request that your complaint be reviewed at a higher level within our organisation, where available. You should explain why you are unhappy with the outcome and what further resolution you are seeking.

The review will consider whether our procedure has been followed properly and whether the outcome was reasonable in light of the information available.

10. Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. The information you provide will be used only for the purposes of investigating and responding to your complaint and for improving our services. Your details will not be shared outside our organisation except where required by law.

11. Using Feedback to Improve Our Removals Service

Feedback, including complaints, is an important part of how we improve our removals and man and van services. We regularly review the issues raised through this procedure to identify patterns, training needs, and service improvements. Our goal is to provide a dependable, efficient moving experience for customers who rely on us for local and regional transport of their belongings.

12. Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or good practice in the removals sector. The version published on our website will always be the most current and will apply to any complaints raised while it is in force.

If you have any concerns about this procedure or are unsure how to raise a complaint, please contact us and we will be happy to explain the process in more detail.