Man With a Van Hampstead Complaints Procedure

Man With a Van Hampstead is committed to providing a reliable and professional removals and man and van service. We aim to resolve any concerns quickly and fairly. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear, simple route to raise issues about our removal services, including bookings, timings, conduct of staff, handling of belongings, and charges. It ensures complaints are handled consistently, investigated thoroughly, and used to improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or service delivery where you would like a response or resolution. Examples include:

Concerns about punctuality or reliability of a man and van booking, the condition, handling or protection of your belongings during a move, the behaviour, attitude, or professionalism of our team, how your booking, quote, or payment was managed, or any other aspect of your customer experience before, during, or after a removal job.

We encourage you to raise issues as soon as possible so we have the best opportunity to understand and resolve them promptly.

Step 1: Raise the Issue Informally

For many issues, an informal conversation is the quickest way to resolve matters. If you experience a problem during a job, please speak to the driver or team leader at the time. They will do their best to put things right immediately, for example by adjusting how items are loaded, clarifying timings, or correcting any misunderstandings.

If the issue occurs before or after your removal service, you can contact our office and provide details of your concern. We will try to resolve the matter informally, explain what happened, and, where appropriate, agree on a practical solution with you.

If you are not satisfied with the informal response, or if the issue is serious or complex, you can make a formal complaint as set out below.

Step 2: Submitting a Formal Complaint

To help us investigate fairly, please make your formal complaint as soon as possible, and within 28 days of the service taking place. When submitting your complaint, please include:

Your full name and any reference you have been given, the date and approximate time of your removal or man and van service, the address where the service took place, a clear description of what went wrong and when, any relevant information about loss or damage to property, and the outcome you are seeking, such as an explanation, apology, or review of charges.

Providing as much detail as you can will help us understand the situation and gather the necessary information from our team.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within seven working days. The acknowledgement will confirm that we have received your complaint and that an investigation has begun. We may ask you for further details or clarification if needed to ensure we fully understand your concerns.

Step 4: Investigation and Response

Your complaint will be reviewed by a manager or senior member of the Man With a Van Hampstead team who was not directly involved in the issue, where possible. The investigation may include:

Reviewing booking records, job sheets, and any photographs or notes taken on the day, speaking with the driver and any staff who attended your removal, assessing reported damage or loss based on the information provided, and reviewing our internal policies, terms and conditions, and any agreed special instructions.

We aim to provide a full written response within 21 working days of acknowledging your complaint. If, due to complexity or the need to gather more information, we expect the investigation to take longer, we will update you and provide a revised timescale.

Our Decision and Possible Outcomes

After reviewing the facts, we will explain:

What we have found in relation to each point you raised, whether we believe our service fell below our standards, whether any aspect of the complaint is upheld, partially upheld, or not upheld, and what action we propose to take.

Depending on the outcome, actions may include an explanation or clarification of what occurred during your move, an apology where we have not met our service standards, corrective action to prevent similar issues in future, review of staff training, or a goodwill gesture or financial adjustment in line with our terms and conditions, where appropriate.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our formal response, you can request that your complaint is reviewed. Please explain which parts of the response you disagree with and why, and provide any additional information you believe is relevant.

A different manager or senior representative will review the original investigation and decision. They may contact you for more information. After this review, we will issue a final response stating our position.

Time Limits and Evidence

To help us investigate fairly, complaints should be raised within 28 days of the service date, and any supporting evidence, such as photographs of damage, should be provided as soon as possible. Where claims relate to damage or loss, we may ask for proof of ownership, value, and condition prior to the move.

Using Complaints to Improve Our Service

Man With a Van Hampstead treats all complaints as an opportunity to review and improve our removal and man and van services. We regularly monitor complaint outcomes to identify patterns, update our procedures, and provide additional training for staff where needed, so that future customers receive the best possible service.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with applicable data protection laws. Information relating to your complaint will be shared only with those who need it to investigate, respond, and improve our services.

Availability of this Procedure

This Complaints Procedure is available to all customers of Man With a Van Hampstead and applies to all removal and man and van jobs we undertake. You may request a copy of this procedure at any time before or after booking.