Complaints Procedure for Man with Van South Hackney

Man with Van South Hackney aims to provide a reliable, professional and friendly removal service for every customer. 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 every stage. Our goal is always to resolve issues promptly, fairly and transparently.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to make it clear and simple for you to tell us if you are unhappy with any aspect of our man with a van or removal services. We use the feedback we receive to put things right where we have gone wrong and to improve the service we provide to future customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to customer care, pricing, booking, punctuality, conduct of staff, handling of your belongings, the condition of vehicles, or any other aspect of our work. A complaint can be made whether you booked a single van and driver or a more comprehensive removal service.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any issue as soon as possible, preferably within 7 days of the service being carried out. This helps us investigate while details are still fresh.

When making a complaint, please provide the following information so we can investigate effectively:

Your full name and the date of your move or service, the collection and delivery addresses, a clear description of what went wrong, details of any damage, delay or other problem, and what outcome you are seeking, such as an explanation, an apology or compensation where appropriate.

Initial Informal Resolution

Where possible, we aim to resolve complaints informally and quickly. If you raise a concern during or immediately after your move, the team on site or our representative will try to address the issue there and then. Many concerns can be resolved at this early stage through discussion, clarification or a practical solution.

If you are not satisfied with the immediate response, or if you prefer not to discuss the issue during the move, you can ask for your complaint to be handled through our formal complaints process.

Formal Complaints Process

Once we receive a formal complaint, we will log the details and begin an investigation. The process will normally follow these steps:

First, acknowledgement. We will acknowledge your complaint within a reasonable time, confirming that we are looking into the matter. Second, investigation. We will review your booking information, speak to the staff involved and assess any available evidence, such as job sheets, photographs or notes. Third, assessment. We will consider whether our service met our usual standards and, if not, how we should put things right.

Our aim is to provide a full written or verbal response within 14 days. If, for any reason, we need longer to investigate, we will let you know and provide an estimated timescale for our final reply.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear response setting out our findings. This will include a summary of the issue raised, what we have investigated, our conclusions, and any actions we will take.

Depending on the circumstances, outcomes may include an apology and explanation, corrective action to complete or rectify the service, service improvements or staff training, and where appropriate, a gesture of goodwill or compensation in line with our terms and conditions and any applicable insurance cover. Any offer of compensation will take into account the nature of the issue, supporting evidence and any limits set out in our contract or insurance policies.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request a review. In that case, your complaint and our initial response will be re-examined, wherever possible, by a different person or at a higher level of responsibility within Man with Van South Hackney.

We will aim to complete this review within a reasonable timeframe and provide you with a final response. This response will explain whether our original decision is being upheld or amended and why.

Time Limits for Complaints

To help ensure fair and accurate investigations, we ask that complaints are made as soon as possible after the issue occurs. We may not be able to thoroughly investigate complaints raised more than 3 months after the date of service, particularly where evidence is no longer available. However, we will always consider the circumstances and will not unreasonably refuse to review a complaint made later than this where there is a valid reason for the delay.

Fair Treatment and Confidentiality

All complaints are treated seriously, confidentially and with respect. Making a complaint will not affect any future relationship you may have with Man with Van South Hackney. We will handle your personal information securely and only use it for the purpose of investigating and resolving your complaint, in line with our privacy practices.

Using Feedback to Improve Our Service

We value all feedback, both positive and negative. Complaints help us identify areas where we can enhance our man with a van and removal services, from customer communication and scheduling to handling of furniture and belongings. Where we identify recurring issues, we may update our procedures, provide additional staff training or make operational changes to reduce the likelihood of similar problems arising in future.

Contacting Us About a Complaint

If you are considering making a complaint, we encourage you to provide clear details of the issue as outlined above. This enables us to investigate properly and reach a fair outcome. Our team is committed to dealing with all complaints promptly and professionally, with the shared aim of restoring your confidence in our services wherever possible.

Man with Van South Hackney is committed to maintaining high standards in every removal and man with a van job we undertake. This complaints procedure forms part of that commitment, ensuring that your concerns are heard, respected and addressed in a structured and fair way.