Complaints Procedure
Man with Van Herne Hill Complaints Procedure
This complaints procedure explains how Man with Van Herne Hill manages and resolves concerns raised by customers about our removal and transport services. Our aim is to handle all complaints fairly, promptly and transparently, and to use your feedback to improve the way we work.
Purpose of this complaints procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are unhappy with any aspect of our man and van or removal services. It explains how to raise a complaint, what information we need, how we will respond, and what you can do if you are not satisfied with the outcome.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, staff, or how we have carried out a move or related transport work. This may include, but is not limited to:
Service quality, punctuality or reliability of a booking
Conduct, attitude or behaviour of team members
Handling, loading or unloading of items and belongings
Damage or loss of property during a move
Charges, quotations, invoicing or payment disputes
Communication before, during or after your booking
Raising a complaint informally
Many issues can be resolved quickly by discussing them with the driver or with our office at the time they arise. If you feel comfortable doing so, please raise the matter as soon as possible on the day of the move. We will do our best to correct the problem immediately where this is possible.
If the issue cannot be resolved informally, or you remain dissatisfied, you may follow the formal complaints procedure set out below.
How to make a formal complaint
If you wish to make a formal complaint about Man with Van Herne Hill, please contact us in writing. Written complaints help us to keep a clear record of the issue and ensure that we address all points you raise.
When making a complaint, please include the following information:
Your full name and preferred contact details
The date and time of your booking or move
The collection and delivery addresses involved in the job
A clear description of what went wrong and how it affected you
Details of any conversations already held with our team
Any supporting information, such as photographs of damage or copies of documents
Providing complete and accurate information will help us investigate more efficiently and respond more quickly.
Timescales for submitting a complaint
We recommend that you raise any concerns as soon as possible after the incident or move. For complaints involving alleged damage or loss to items, you should notify us as soon as you become aware of the issue. Delays in reporting may affect our ability to investigate fully or to verify the circumstances of the complaint.
How we will handle your complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledge receipt: We will acknowledge your complaint within a reasonable timeframe and confirm that it is being reviewed.
Appoint a handler: A member of our team will be assigned to review and investigate your complaint. They will be your main point of contact for updates and queries.
Investigate: We will gather and review all relevant information, which may include driver reports, booking records, photographs, and any communication already exchanged. We may contact you if we need clarification or additional details.
Assess: We will consider the evidence, our terms and conditions, and industry practice in order to reach a fair view on your complaint.
Respond: We will provide you with a written response explaining our findings, any decision we have reached, and any action we propose to take.
Our responses and possible outcomes
When we have completed our investigation, we will provide a clear and reasoned response. Depending on the circumstances, outcomes may include:
An explanation or clarification where there has been a misunderstanding
An apology where our service has not met the expected standard
Corrective action to put things right where reasonably possible
Recommendations or changes to our processes and training
Where applicable, consideration of compensation in line with our terms and conditions and any relevant limitations of liability that apply to removal and transport services
If you are not satisfied with our response
If you are unhappy with the outcome of your complaint, you can ask for your case to be reviewed. When requesting a review, please explain which parts of the decision you disagree with and why, and provide any new information that you believe is relevant.
A different member of the team will review the original investigation and response, and may contact you for further details. We will then confirm whether the original decision is upheld, amended or overturned, and explain our final position.
Fairness, confidentiality and data protection
We treat all complaints seriously and handle them in a professional and impartial manner. Your complaint will be considered on its own facts and in line with our policies and contractual obligations.
Information you provide as part of a complaint will be handled confidentially and used only for the purpose of investigating and resolving the matter, and for improving our services. We will store and process personal data in accordance with applicable data protection requirements.
Using feedback to improve our services
Complaints and customer feedback are an important way for Man with Van Herne Hill to identify where our removal and man and van services can be improved. We regularly review complaints to look for patterns, training needs and opportunities to enhance our service quality, customer care and communication practices across our operating area.
Updates to this complaints procedure
We may update this complaints procedure from time to time to reflect changes in our operations, legal requirements or best practice in the removals and transport sector. The most recent version will apply to new complaints from the date it is published.
