Complaints Procedure
Complaints Procedure for Man with Van Hackney Marshes
Man with Van Hackney Marshes is committed to providing a reliable, efficient and courteous removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and learn from the experience. This complaints procedure explains how to raise a concern, what information we need, and how we will respond.
Scope of this Complaints Procedure
This procedure covers complaints about our man and van and removal services, including but not limited to home moves, office relocations, furniture transport, packing assistance, loading and unloading, punctuality, conduct of staff, and handling of goods. It applies to all customers who have used or booked our services.
Our Commitment to You
When you make a complaint, we will treat you fairly, courteously and with respect. We will handle your information confidentially and only share it where necessary to investigate and resolve your concerns. We will aim to resolve issues as quickly as possible and keep you informed of our progress.
Before Making a Formal Complaint
Many issues can be resolved quickly by speaking with the driver or team on the day of your move, or by contacting our office as soon as you notice a problem. If you raise a concern informally and remain unhappy with the response, or if the matter is serious, you should follow the formal complaints process set out below.
How to Make a Complaint
Please submit your complaint in writing so that we have a clear record of your concerns. Written complaints should, where possible, include:
1. Your full name
2. The date of your move or booking
3. Your collection and delivery locations
4. A clear description of what went wrong
5. Dates and times of any relevant conversations or events
6. Details of any loss or damage, including photographs if available
7. What outcome you are seeking, for example an explanation, apology, or consideration of compensation.
If you are unable to put your complaint in writing due to accessibility reasons, please contact us to agree an alternative method so that your concerns can still be properly recorded.
Time Limits for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible so that we can investigate effectively and access relevant information, such as job records and staff recollections.
For complaints involving alleged damage or loss of items, you should notify us as soon as you become aware of the issue. Delays in reporting may affect our ability to investigate and may impact what we can reasonably offer by way of resolution.
Acknowledgement of Your Complaint
Once we receive your written complaint, we will send you an acknowledgement. This acknowledgement will confirm that we have received your complaint and will outline the next steps, including indicative timescales for our investigation and response.
Investigation Process
We will review your complaint carefully and objectively. Our investigation may include:
1. Checking booking details, job sheets and notes recorded by our team.
2. Speaking with the driver and any crew members involved in the removal.
3. Reviewing photographs, inventory lists or condition notes taken before and after the move, where available.
4. Considering any relevant policies or agreed terms that applied to your booking.
We may contact you during the investigation if we need further information or clarification. This helps us reach a fair and informed conclusion.
Our Response and Possible Outcomes
After completing our investigation, we will send you a written response setting out:
1. A summary of your complaint.
2. The steps we have taken to investigate.
3. Our findings and conclusions.
4. Any actions we propose to take.
Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action to improve our service, and where appropriate, consideration of compensation or other remedial steps. Any offer made will be based on the evidence available, the terms agreed at the time of booking, and what we consider to be fair and reasonable.
If You Are Not Satisfied with the Outcome
If you remain dissatisfied after receiving our written response, you may ask for a review. In your request, please explain why you are unhappy with the outcome and provide any additional information you believe is relevant.
A review will be undertaken by a person not directly involved in the original investigation, where possible. They will consider whether the procedure was followed correctly and whether the outcome was fair in light of the evidence. Following the review, we will provide you with a final written response.
Serious Incidents, Damage and Loss
Where your complaint involves alleged damage to property, loss of items or personal injury, we may need further supporting information. This can include photographs, receipts, valuations or repair estimates. Providing clear and timely evidence helps us assess the situation accurately and liaise with our insurers where appropriate.
Please retain any damaged items where safe and practical to do so, as this may be necessary for inspection or assessment.
Use of Your Information
We will use the information you provide in your complaint solely for the purpose of investigating and responding to your concerns, improving our services and, where necessary, meeting our legal or insurance obligations. Your information will be handled in accordance with applicable data protection requirements.
Continuous Improvement
We review complaints regularly to identify patterns, recurring issues and areas where our removal services can be improved. Feedback, whether positive or negative, plays an important role in helping us maintain standards and enhance the experience for customers using our man and van services in our operating area.
Changes to this Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services, legal obligations or best practice. The version available on our website will always be the most current and will apply to complaints raised after its publication date.
By setting out this clear procedure, Man with Van Hackney Marshes aims to ensure that every concern is handled in a structured, fair and timely manner, giving you confidence when choosing our removal services.
