Man with Van Hillingdon Complaints Procedure
Man with Van Hillingdon is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and efficiently.
Our Commitment to You
We aim to handle all complaints in a way that is transparent, consistent, and respectful. Whether your concern relates to a local house move, flat relocation, student move, office removal or single item transport, we will investigate your complaint carefully and use the outcome to improve our services.
What Is a Complaint
A complaint is any expression of dissatisfaction about our removals or man and van services where you expect a response. This can include, for example, concerns about:
Service quality or punctuality during your move
Conduct or attitude of our staff or drivers
Handling, loading or unloading of your belongings
Damage or loss of items during a move
Charges, invoices or how a quotation has been applied
Communication before, during or after your booking
If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can address it promptly.
How to Make a Complaint
You can raise a complaint verbally or in writing. Wherever possible, we recommend putting your complaint in writing so there is a clear record of the issue and the outcome you are seeking.
When submitting your complaint, please provide the following information:
Your full name
The date of your move or booking
The collection and destination addresses used for the service
A clear description of what went wrong
Details of any damage, loss or delays
Any supporting information such as photographs or inventory notes
What you would consider a fair resolution
The more detail you can provide, the easier it will be for us to investigate your concerns thoroughly.
Time Limits for Raising a Complaint
We ask that you raise any concerns about your removals or man and van service as soon as reasonably possible. This helps us gather accurate information from staff and records. As a general guide:
Service issues, behaviour or timekeeping should be raised within 7 days of the move
Damage or loss of items should be reported as soon as discovered, ideally within 48 hours of delivery
We may still review complaints raised after these periods, but our ability to investigate and resolve them may be limited.
How We Will Handle Your Complaint
We follow a clear, staged process to ensure your complaint is handled fairly and consistently.
Stage One: Acknowledgement
Once we receive your complaint, we will record it in our internal system and acknowledge receipt. For written complaints, we aim to acknowledge within 3 working days. In this acknowledgement we may ask for further details or clarification to help us understand your concerns fully.
Stage Two: Investigation
A manager or senior member of staff will review your complaint. This may include:
Checking booking details, job sheets and any notes made on the day of your move
Speaking with the driver or removal team involved
Reviewing photographs, inventory lists or damage reports
Assessing whether our terms and conditions were followed
During this stage we may contact you to discuss the matter further or to request additional information.
Stage Three: Response and Outcome
After we have completed our investigation, we will provide a written response explaining:
Our understanding of your complaint
What we have found during our investigation
Our decision and, where appropriate, proposed resolution
We aim to provide a full response within 14 working days of acknowledging your complaint. If we are unable to meet this timescale, we will let you know and explain the reason for any delay.
Possible Resolutions
Depending on the circumstances of your complaint, outcomes may include:
A clear explanation or apology
Correcting an error in documentation or billing
Improved internal procedures or staff training
A goodwill gesture where appropriate
Any compensation or refund will be assessed in line with our terms and conditions, the nature of the service provided, and any evidence supplied. Not every complaint will result in financial compensation, but we will always try to reach a fair and reasonable outcome.
If You Remain Dissatisfied
If you are not satisfied with our Stage Three response, you can ask for your complaint to be reviewed again by a senior member of our team who was not involved in the original investigation. You should do this within 14 days of receiving our response and explain why you remain unhappy and what outcome you are seeking.
Following this review, we will provide you with our final position on the matter. This will normally be our last step in the internal complaints process.
Your Responsibilities
To help us handle your complaint effectively, we ask that you:
Provide accurate and complete information
Respond to our requests for further details in a timely manner
Treat our staff with respect throughout the process
Retain any items, packaging or evidence relevant to your complaint
These steps allow us to investigate properly and reach a fair conclusion.
Using Feedback to Improve Our Service
Every complaint and piece of feedback we receive is recorded and reviewed. We regularly analyse complaint trends relating to our man and van and removals work to identify areas where we can improve, such as staff training, vehicle planning, packing practices and communication. By highlighting concerns, you help us raise our standards and deliver a better service to future customers.
Changes to This Complaints Procedure
Man with Van Hillingdon may update this Complaints Procedure from time to time to reflect changes in our services, business practices or any relevant regulations. The version published on our website will always be the most current, and it will apply to all complaints raised after the date of publication.
