Man With a Van Hendon Complaints Procedure

Man With a Van Hendon is committed to providing a reliable and professional removal and transport service. We recognise that, on occasion, things may go wrong. When this happens, we want to hear from you so that we can put matters right where possible and improve our services for the future.

Purpose of This Complaints Procedure

This complaints procedure explains how you can raise a concern about our services, what information we need from you, how we will respond, and the timescales you can expect. It applies to all domestic and commercial customers who have used our man and van or removal services.

We treat all complaints seriously and aim to resolve them fairly, consistently, and as quickly as reasonably possible.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This may include, for example:

Concerns about the standard of our removal or transport services, including punctuality or conduct on the day of the move.

Issues related to the condition of items after transport, such as damage or loss.

Disagreement with how our staff have handled a booking, quote, or change to your move.

Concerns about how we have communicated with you before, during, or after your move.

This procedure does not cover general enquiries, requests for quotes, or routine service queries, which should be directed through our usual customer contact channels.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to help with verbal complaints, we encourage you to put your complaint in writing wherever possible. This helps us understand the issue clearly and maintain an accurate record.

When submitting your complaint, please provide:

Your full name and the name the booking was made under.

The date of your move or the date of the incident you are complaining about.

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

Details of any damage, loss, or inconvenience suffered, including photographs if available.

Any reference numbers or job details you have been given.

What outcome you are seeking, where this is known.

Providing full and accurate information will help us investigate your complaint more effectively and respond more quickly.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will review the information provided and open a complaint record. We aim to acknowledge your complaint within five working days. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

Stage 2: Investigation

A member of our team will investigate your complaint. This may involve:

Reviewing booking details, job notes, and any relevant documentation.

Speaking with the team members involved in your move or transport.

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

Assessing whether our usual practices and terms were followed.

We aim to complete our investigation and provide a full response within 20 working days of receiving your complaint. If we need more time due to the complexity of the matter or the need to gather further information, we will let you know and provide an updated timescale.

Stage 3: Response and Proposed Resolution

Once the investigation is complete, we will send you a written response setting out:

A summary of your complaint.

The steps we have taken to investigate the matter.

Our findings, including whether we uphold your complaint in full, in part, or not upheld.

Any proposed resolution or remedial action, where appropriate.

Possible outcomes may include an explanation or apology, service improvements, or other remedies where these are appropriate and in line with our terms and conditions and any applicable policies.

Stage 4: Escalation

If you are not satisfied with our response at Stage 3, you may ask for your complaint to be reviewed again. Your request for escalation should explain why you remain dissatisfied and what you believe has not been properly addressed.

We will review the complaint, the initial investigation, and the response provided. This review may be carried out by a different team member or manager where possible. We aim to provide a final response to escalated complaints within 20 working days of receiving your escalation request.

Time Limits for Making a Complaint

You should raise any concerns as soon as reasonably possible after the event, and in any case within a reasonable period of time. Reporting issues promptly, especially in relation to any loss or damage to items, allows us to investigate effectively and consider appropriate remedies.

Our Expectations of You

We expect customers to treat our team with respect and to communicate calmly and clearly. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff. Where such behaviour occurs, we may restrict communication to written correspondence or take other appropriate steps.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will be shared only with those who need it in order to investigate and respond. We handle personal information in line with our privacy practices and relevant data protection requirements.

Continuous Improvement

We value all feedback, including complaints, as an important part of improving our removal and transport services. Where a complaint highlights a recurring issue or a risk in our processes, we will review our working methods, staff training, and procedures to reduce the chance of similar issues happening again.

Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable requirements. The version published on our site or provided to you at the time of your complaint will apply to your case.

By setting out this complaints procedure clearly, Man With a Van Hendon aims to ensure that any concerns are dealt with fairly, consistently, and in a way that supports confidence in the moving and transport services we provide.