Complaints Procedure
Man and a Van Hounslow Complaints Procedure
Man and a Van Hounslow is committed to providing a reliable and professional removal 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 what you can expect from us at each stage.
Our Commitment to You
We aim to deliver services that meet or exceed your expectations whenever you book a move, collection, delivery, or storage-related job with us. When something goes wrong, we use your feedback to put things right and to improve our processes for the future.
All complaints are treated seriously, handled with respect, and dealt with promptly and fairly. We will always try to resolve issues informally in the first instance, but this procedure is here to support you if you feel that has not been successful.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, or the way we have carried out a removal, man and van job, delivery, or associated service. This may include, but is not limited to:
Service quality, such as delays, missed time slots, or incomplete work.
Conduct or attitude of our drivers, porters, or office team.
Handling of your belongings, including concerns about care, damage, or loss.
Communication issues, such as unclear information about pricing or terms.
Billing or payment disputes connected to agreed services.
You do not have to use the word complaint for your issue to be treated as one. If you tell us that you are unhappy with any aspect of our service and would like a response, we will handle it under this procedure.
How to Make a Complaint
You can raise a complaint through any usual method of contacting our office. Please provide as much detail as possible to help us investigate thoroughly. This should include:
Your full name and any booking reference.
The date and location of the job.
A clear description of what went wrong and when it happened.
The names of any staff you dealt with, if known.
Any supporting information that may help us understand the issue, such as photographs of damage or a written record of what occurred.
We encourage you to make your complaint as soon as possible after the event so that we can recall details and review records accurately.
Stage One: Initial Response and Informal Resolution
In many cases, complaints can be resolved quickly by the member of staff you first speak to, such as your booking contact or the operations team responsible for your move. At this stage we will:
Listen carefully to your concerns and ask questions to clarify the issue.
Check booking notes, job sheets, and any internal records related to your move.
Offer an explanation, apology, or practical solution where appropriate.
We aim to acknowledge your concerns promptly and, where possible, provide a same-day response during normal business hours. If the matter is straightforward, we will try to resolve it at this stage with your agreement.
Stage Two: Formal Complaint and Investigation
If you are not satisfied with the initial response, or if the issue is more serious, you may request that your complaint is treated as a formal complaint. At this stage we will:
Assign a senior member of staff to review your complaint in more detail.
Confirm that we have received your formal complaint and that an investigation has begun.
Gather all relevant information, including staff statements, job documentation, and any evidence you have provided.
We will aim to provide a written outcome within a reasonable timescale, taking into account the complexity of the case. If we need more time, we will let you know and explain why.
Our Investigation and Outcomes
During our investigation, we will approach your complaint with an open mind and consider all the information available. When the investigation is complete, we will provide a clear response that includes:
A summary of the complaint and the issues you raised.
What we have found from reviewing records and speaking to staff.
Our conclusion about what happened.
Any steps we will take to put things right, where appropriate.
Possible outcomes may include an explanation or clarification, a formal apology, a service correction, or other forms of redress that we judge reasonable in the circumstances. Any offer of redress will be made without prejudice and in line with our terms and conditions.
If You Are Still Unhappy
If you remain dissatisfied after receiving our formal response, you may ask for a further review. A different senior member of our team will re-examine the complaint, the evidence, and our previous decision. They will consider whether the procedure was followed correctly and whether the outcome was fair and reasonable.
We will then provide a final position on your complaint. At this point, we will explain any further options that may be open to you, which could include seeking independent advice.
Complaints About Damage or Loss
Where your complaint involves alleged damage to or loss of belongings during a move, we may ask for additional details to process the claim properly. This can include:
Photographs of the item and the damage.
Proof of ownership or value where relevant.
Confirmation of the condition of the item before the move.
We will review our handling procedures, packing records where applicable, and any relevant notes made by the crew on the day. Any offers of compensation will be made in line with our terms, any applicable limits, and any insurance arrangements in place at the time of your booking.
Using Your Feedback to Improve
We value all feedback, including complaints, as an opportunity to improve the way we deliver our removal and man and van services. We regularly review complaints to identify patterns, training needs, and service improvements. Where we identify recurring issues, we will take steps such as revising our processes, updating staff guidance, or providing additional training.
Privacy and Confidentiality
All complaints are handled in line with our privacy practices. Information you provide will only be shared with staff who need to see it in order to handle your complaint and improve our services. We will keep a record of your complaint and our response for monitoring and quality purposes.
By following this Complaints Procedure, we aim to treat every customer fairly and to maintain the high standards expected of a professional removal and man and van company.
