Man with Van Hampstead Complaints Procedure

This Complaints Procedure explains how Man with Van Hampstead handles concerns and complaints about our removal and man and van services. Our aim is to resolve issues fairly, promptly and transparently, while using your feedback to improve our home and office moving services.

Our commitment to resolving complaints

We understand that moving can be stressful and that problems can occasionally arise. When they do, we are committed to:

Listening carefully to your concerns and treating you with respect at all times.

Investigating matters thoroughly and impartially.

Providing a clear and timely response, with explanations and, where appropriate, practical solutions.

Using complaints as an opportunity to review and improve our removal processes and customer service.

What is a complaint

A complaint is any expression of dissatisfaction about our services, whether you are a domestic or commercial customer. This may relate to:

The standard of our removal or man and van services.

The behaviour or conduct of our staff or sub-contractors.

Damage, loss, lateness or missed deliveries relating to your move.

The clarity of our quotations, terms, or the information provided before or during the move.

How a previous concern or query has been handled.

How to raise a complaint

You can raise a complaint verbally or in writing. To help us investigate and respond efficiently, please provide:

Your full name and the address relating to the move.

The date of your removal or booking, and any reference details you may have.

A clear description of what went wrong and when it happened.

Details of any items affected, including approximate value and condition.

Any photographs or supporting information you consider helpful.

Please raise your complaint as soon as possible after the issue arises, and ideally within a reasonable time of your move, so that we can investigate effectively.

Stage one: Initial review and acknowledgement

Once we receive your complaint, we will:

Acknowledge that we have received it and confirm that it is being reviewed.

Record the details in our complaints log, including dates, key issues and the person handling it.

Where necessary, contact you to clarify any details or request further information.

Our aim is to acknowledge your complaint promptly and begin investigating without unnecessary delay.

Stage two: Investigation and response

Your complaint will be investigated by a member of our management or an appropriate senior person who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing your booking details, inventory, and any relevant documentation.

Speaking with the removal team or any other staff members involved.

Considering any photographs, notes, or evidence you have provided.

Assessing whether our service, processes, or conduct met our usual standards.

After the investigation, we will provide a written or verbal response which will:

Summarise your complaint and the issues raised.

Explain our findings and any relevant reasons.

Set out any proposed resolutions, which may include an apology, corrective action, or other appropriate remedy.

Stage three: Escalation and further review

If you are not satisfied with the outcome at stage two, you can request an escalation and a further review. When asking for escalation, please explain why you remain dissatisfied and what outcome you are seeking.

On escalation, your complaint will be reviewed by a more senior member of the business. This review will consider:

How the original investigation was carried out.

Whether all relevant information and evidence was considered.

Whether the outcome and any proposed remedy were fair and proportionate.

Following this review, we will provide a final response explaining our position and any revised outcome or recommendations.

Timescales for handling complaints

We aim to deal with complaints as efficiently as possible. Actual timescales may vary depending on complexity, but our general approach is:

Acknowledge complaints promptly after receipt.

Complete the initial investigation and provide a stage two response within a reasonable period.

Where additional time is required due to the complexity of the matter, we will inform you and keep you updated.

Claims relating to damage or loss

Where your complaint involves alleged damage to property or loss of items during removal or transport, you should notify us as soon as possible. To assist with assessing such claims, we may ask you to provide:

Clear photographs of any damage.

Evidence of value for items claimed, where appropriate.

Details of any pre-existing damage or condition issues you are aware of.

We will assess claims in line with our terms and conditions, including any limitations or exclusions that apply to our man and van and removal services. Where we find that damage or loss is attributable to us, we will discuss appropriate remedies with you.

Respectful behaviour and confidentiality

We expect all parties to conduct themselves respectfully during the complaints process. Abuse, aggression or discriminatory behaviour towards our staff will not be accepted and may result in communication being limited to specific channels.

Your complaint and all associated information will be handled sensitively. We will keep records of your complaint in line with our data handling and record-keeping practices, and only share information internally where necessary for investigation and resolution.

Using feedback to improve our services

Every complaint is an opportunity for Man with Van Hampstead to review our working practices, staff training and communication. We regularly analyse complaints and customer feedback to identify any recurring issues, improve our moving processes and enhance the overall customer experience for our removal and man and van services.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes to our services, legal obligations or best practice standards in the removals sector. The current version of this procedure applies to all complaints raised about our services at the time of your move or booking.