Man With a Van Hither Green Complaints Procedure

This Complaints Procedure explains how customers of Man With a Van Hither Green can raise concerns about our removal and transport services, and how those concerns will be handled. Our aim is to resolve any issues fairly, consistently, and as quickly as possible, while using your feedback to improve our services across our operating area.

Our Commitment to You

We are committed to providing a reliable, careful and professional man and van service for moves, deliveries and collections. On the rare occasion that something goes wrong, we take it seriously. Every complaint is recorded, investigated and reviewed so that we can put things right where possible and reduce the chance of similar issues happening again.

We treat all complaints confidentially, respectfully and without discrimination. Making a complaint will not affect any ongoing or future services you receive from us.

What This Procedure Covers

This procedure applies to complaints about:

Quality of our removal or transport services, including punctuality, handling of goods and conduct of staff. Accuracy and clarity of quotes or charges. Communication before, during or after a booking. Damage to property or belongings allegedly caused during our work. Cancellations, delays or other service issues. Any other concern about the way we have provided our services.

If your concern relates to an immediate safety risk, you should raise it with the team on site as quickly as possible so we can act straight away, and then follow this procedure for any formal complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints wherever possible, as they provide a clear record of the issue and help us investigate efficiently.

Please include the following information to help us deal with your complaint:

Your full name. The date of your move or service. The service address or collection and delivery locations. A clear description of what went wrong and when it happened. Any evidence that may support your complaint, such as photographs, inventory lists, booking confirmations or receipts. Details of any conversations already held with our team about the issue. What outcome you are seeking, for example an explanation, apology, correction or compensation where appropriate.

If you make a complaint verbally, we may ask you to confirm the key details in writing so that there is an accurate record.

Timescales for Making a Complaint

You should make your complaint as soon as reasonably possible after the issue occurs. For matters involving damage or loss of items, we ask that you notify us within a reasonable period after the move so that we can inspect any evidence and contact the staff involved while events are still recent.

We may not be able to fully investigate complaints made after a very long delay, particularly where evidence is no longer available, but we will still review any concerns raised and explain what we can and cannot do.

How We Handle Your Complaint

We follow a clear process to ensure your complaint is handled fairly and consistently:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated. If needed, we may ask for further information to fully understand the issue.

Investigation: A member of the management team will review your complaint. This may include speaking with the staff involved, checking booking records, job sheets, photographs, route logs and any other relevant information.

Update: If the investigation is likely to take longer than expected, we will update you with revised timescales.

Response: Once the investigation is complete, we will provide you with a written response setting out our findings, any conclusions we have reached and what action we propose to take.

Where we uphold a complaint, we will seek to offer an appropriate remedy. This may include an explanation, apology, corrective action, service improvement, or where appropriate and in line with our terms and conditions, financial compensation or contribution to costs.

Timescales for Our Response

We aim to acknowledge your complaint promptly and to provide a full response as quickly as we reasonably can. Timescales may vary depending on the complexity of the issue, the availability of staff involved and the volume of supporting information to be reviewed.

If we are unable to provide a full response within a reasonable period, we will let you know the reason for the delay and when you can expect a detailed reply.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed. When doing so, please explain why you remain dissatisfied and what you would like us to reconsider.

We will arrange for a further review, where possible by a different member of management who was not directly involved in the original decision. They will re-examine the information, consider any additional points raised and provide a final response.

Claims for Loss or Damage

If your complaint relates to alleged loss or damage to your property, we will handle this in line with our service terms and any applicable insurance arrangements. You may be asked to provide photographs, proof of value and evidence of the condition of items before the move.

Some items may be excluded or limited under our terms and conditions, and normal wear, minor scuffs or pre-existing damage may not qualify for compensation. We will explain clearly how any decision regarding loss or damage has been reached.

Using Feedback to Improve Our Services

All complaints and serious concerns are logged and periodically reviewed to identify patterns, areas for improvement and any need for additional staff training. This helps us maintain high standards in our man and van and local removal services and improve the customer experience for future moves.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business practices or legal requirements. The latest version will apply to all new complaints from the date it is published. You are encouraged to review this procedure before submitting a complaint so that you are aware of how it will be handled.

If you have any concerns about how your complaint is being managed under this procedure, you should raise this with us as part of your communication so that we can address it promptly.