Complaints Procedure

Man with Van Hounslow Complaints Procedure

Man with Van Hounslow is committed to providing a reliable, professional and friendly removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints quickly, fairly and transparently. Every complaint is treated seriously and handled in a respectful and non-judgemental way. We also use feedback to review our processes, staff training and service standards so that similar issues are less likely to occur in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals or man and van services, whether justified or not, that requires a response. This can include, for example:

Concerns about how your belongings were handled or transported.

Issues with punctuality, conduct or behaviour of our team members.

Disputes about charges, quotations, or agreed services.

Problems relating to communication before, during or after a move.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so that we can clarify and assist.

Raising a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve issues raised verbally, we recommend submitting your complaint in writing wherever possible. Written complaints help avoid misunderstandings and allow us to investigate the matter thoroughly.

When making a complaint, please provide as much information as you can, including:

Your name and, if relevant, the name the booking was made under.

The date and approximate time of the service.

The collection and delivery addresses or general area of the move.

A clear description of what went wrong and how it has affected you.

Any evidence that may help us investigate, such as photographs, inventory notes or written agreements.

Any steps you would like us to consider in order to resolve the matter.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue arises. For issues related to damage, loss, or service delivery on the moving day, we recommend that you contact us within a short time of the service being completed. Complaints raised after a long delay may be more difficult to investigate, but we will always consider the circumstances and do our best to assist.

How We Will Handle Your Complaint

Our complaints process is designed to be straightforward and transparent. We generally follow these stages:

1. Acknowledgement

Once we receive your complaint in writing, we will acknowledge it within a reasonable time. This acknowledgement will confirm that we have received your complaint and outline the next steps in our investigation.

2. Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the issue wherever possible. They may:

Check our booking records, job sheets and any relevant documents.

Speak to the staff members involved in carrying out your move.

Review any photographs, inventories or messages related to the job.

We may contact you if we need further information or clarification.

3. Response and Outcome

After the investigation, we will provide you with a written response setting out:

A summary of your complaint.

What we have found during our investigation.

Whether we uphold your complaint in full, in part, or not at all.

Any steps we propose to take to resolve the matter.

We aim to respond in full within a reasonable timescale. If our investigation takes longer than expected, we will let you know and keep you informed of progress.

Possible Resolutions

Where your complaint is upheld, we will consider appropriate remedies. These may include, depending on the circumstances and in line with any terms and conditions that applied to your booking:

An explanation and, where appropriate, an apology.

Rectifying any service issues where this is possible.

Offering a refund or partial refund where justified.

Offering a goodwill gesture, where appropriate.

Reviewing our procedures or staff training to prevent similar issues.

The remedy offered will depend on the nature of the complaint, the evidence available, and any contractual terms that applied at the time of your move.

When You Are Not Satisfied

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again by a more senior person within Man with Van Hounslow, where available. They will consider whether the investigation was fair and whether the outcome was reasonable in light of the evidence.

We will then provide you with a further written response confirming the result of this review. This will usually represent our final position on the matter.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to improve. We regularly review complaints to identify patterns or recurring issues across our removals and man and van work. Where we see areas for improvement, we may:

Update our internal processes and checklists.

Provide additional training or guidance for our team.

Review our service information and communications to customers.

By doing this, we aim to provide a consistently high standard of service to all customers using Man with Van Hounslow.

Your Responsibilities

We ask that all customers raising complaints do so honestly, calmly and respectfully. Aggressive, abusive or threatening behaviour towards our staff will not be tolerated and may result in us limiting communication to written correspondence only.

We also ask that you cooperate with our investigation by providing information and evidence promptly where you can. This helps us reach a fair resolution more quickly.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or legal requirements. The version published on our website at the time you raise your complaint will normally apply to the handling of that complaint.

If you have any questions about this procedure or how to raise a concern, please contact us and we will be happy to explain the process.