Complaints Procedure

Man with Van Hackney Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about the services provided by Man with Van Hackney and how those concerns will be handled. We are committed to offering a reliable removal and man and van service, and we take all complaints seriously as an opportunity to put things right and improve what we do.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our service. This includes issues relating to bookings, punctuality, conduct of staff, condition of vehicles, handling of belongings, charges, or any other part of the removals service we provide. Our aim is to respond promptly, treat every complaint with respect and confidentiality, and seek a reasonable resolution wherever possible.

Who Can Make a Complaint

Any customer who has used our man and van or removal services, or who has made a booking with us, can submit a complaint. A complaint can also be raised by someone acting on behalf of the customer, provided they have the customer’s permission to do so. We may ask for confirmation that the person is authorised to act for the customer if this is not clear.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our service or the way we have handled a previous enquiry. This may include, but is not limited to:

Issues with collection or delivery times, behaviour or professionalism of our staff, the way your property or belongings were handled, the clarity or accuracy of quotes and invoices, problems with communication before, during or after a move, and dissatisfaction with how a previous concern was resolved.

If you are unsure whether your concern counts as a complaint, you are still encouraged to contact us so that we can review the matter and advise on the best way forward.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for us to review and track, so we recommend you put the details in writing wherever possible. Please provide the following information so that we can investigate effectively:

Your full name and contact details, the date and approximate time of the service, collection and delivery locations, a clear description of what went wrong, details of any damage, delay or additional costs, and what outcome you are seeking, such as an explanation, apology, correction of an error, or compensation where appropriate.

We encourage customers to raise any concerns as soon as possible after the issue occurs, as this helps us gather accurate information and reach a fair outcome more quickly.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable time frame, usually within a few working days. We will allocate your complaint to a member of our team who has not been directly involved in the issue wherever possible. They will review the information you have provided and may contact you for further clarification.

Stage 2: Investigation

We will investigate your complaint by reviewing booking records, job sheets, staff reports, and any photos or other evidence related to the job. We may also speak to the staff members involved and, where relevant, assess any reported damage or loss. Our aim is to complete this review within a reasonable time, depending on the complexity of the matter and the availability of any supporting information.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a written response setting out our findings, any factors we have taken into account, and our proposed resolution. Possible outcomes can include an explanation of what happened, an apology, corrective action, a goodwill gesture, or compensation where this is justified and in line with our terms and conditions. If your complaint is not upheld, we will explain our reasons as clearly as possible.

Timeframes for Handling Complaints

We aim to acknowledge complaints promptly and to provide a full response within a reasonable period. The exact timescale may depend on the nature of the complaint, whether we need to inspect damage, or whether we require additional information from you or our staff. If we cannot provide a final response within our usual time frame, we will let you know and give an updated estimate of when you can expect a full reply.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may ask for the decision to be reviewed. Your request for escalation should explain why you are unhappy with the original decision and whether you have additional information you would like us to consider. A different member of our management team will then review the case again, including the investigation carried out and the evidence considered. Following this review, we will provide a final response.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared internally with staff who need it in order to investigate and respond. We handle all personal information in line with our data protection obligations and only keep information for as long as necessary to deal with your complaint and meet any legal or regulatory requirements.

Fairness and Our Commitment to Improvement

We are committed to treating every complaint fairly and without discrimination. Your right to raise a complaint will not affect any current or future bookings with us. We review complaints regularly to identify patterns and areas where we can improve our removal and man and van services, including staff training, communication, and operational processes. By following this procedure, we aim to resolve issues constructively and maintain a high standard of service for all customers.