Man with Van Hendon Complaints Procedure

Man with Van Hendon is committed to providing reliable, efficient and professional moving and transport services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

1. Purpose and Scope of this Procedure

This procedure applies to all customers who use our man and van and removal services. It covers complaints about the standard of our services, conduct of staff or subcontractors, communication issues, damage or loss of items, punctuality, and any other aspect of our service delivery.

This procedure does not cover general enquiries, requests for quotes, or routine service feedback that does not require investigation. However, any feedback you give may still be used to improve our services across the wider service area.

2. Our Commitment to You

When you make a complaint, we will treat you with respect, listen carefully, and handle your concerns promptly and fairly. We will aim to:

Respond within the timescales set out in this procedure, keep you informed throughout the process, investigate your complaint thoroughly and impartially, treat your complaint in confidence, and use what we learn to improve our services and prevent similar issues from arising again.

3. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Man with Van Hendon, where you are seeking a response or resolution. This can include issues such as delays, service quality concerns, attitude or behaviour of staff, damage to property or belongings, errors in bookings or paperwork, and communication problems before, during or after your move.

4. How to Make a Complaint

You can raise a complaint in writing or verbally. Although we will accept verbal complaints, we strongly encourage you to put your complaint in writing so that the details are clear and can be recorded accurately.

When submitting your complaint, please provide as much information as possible, including your full name, details of the service booked such as date, time and location, a clear description of what went wrong, the names of any staff involved if known, any evidence you wish to share such as photos or inventories, and what outcome or resolution you are seeking.

5. Stage One: Initial Complaint Handling

Stage One is designed to resolve most issues quickly and informally. Once we receive your complaint, we will:

Acknowledge your complaint within three working days, review the details you have provided, and where necessary, contact you to clarify any points.

We will aim to provide a full response within ten working days of acknowledging your complaint. If we need more time to investigate, we will let you know, explain why, and provide an updated timescale.

Our response at this stage may include an explanation of what happened, an apology where appropriate, details of any corrective action taken, an offer of a practical solution or goodwill gesture where relevant, and information on how to escalate your complaint if you remain dissatisfied.

6. Stage Two: Escalation and Review

If you are not satisfied with the outcome at Stage One, you may request that your complaint is escalated to Stage Two. You should do this within 14 days of receiving our Stage One response and clearly explain why you remain unhappy and what you believe has not been addressed.

At Stage Two, a more senior member of our team, who was not directly involved in the original handling of your complaint, will review the case. They may re-examine any relevant documents or communications, speak to the staff involved, and ask you for any additional information they feel is necessary.

We will acknowledge your request for escalation within three working days and aim to provide a final written response within 15 working days of that acknowledgement. If extra time is needed due to the complexity of the case, we will inform you and give a revised timescale.

7. Outcomes and Resolutions

Depending on the circumstances, possible outcomes of your complaint may include an explanation or clarification of events, a formal apology, corrective actions to prevent future issues, a partial or full service refund where appropriate and in line with our terms, or other fair and reasonable remedies tailored to the situation.

Any financial remedy will be considered carefully, with regard to our terms and conditions of service, evidence provided, and the extent of any loss or inconvenience experienced.

8. Complaints Involving Loss or Damage

If your complaint relates to loss of, or damage to, your belongings, you should notify us as soon as possible and provide photographs, inventories or other evidence to support your claim. We may ask for additional information to help us understand what happened, including details of packaging, access conditions, and any pre-existing damage.

We will review your complaint in line with our terms and any applicable insurance arrangements. Where liability is accepted, we will work with you to agree a fair resolution, which may involve repair, replacement, or compensation in line with agreed limits.

9. Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and respond. We will store and process your personal data in accordance with data protection requirements and only for as long as necessary to manage your complaint and meet our legal obligations.

10. Unreasonable or Vexatious Complaints

While we aim to treat all complaints seriously and fairly, we may restrict communication or end the complaints process where behaviour is unreasonable, abusive, or persistent without new evidence being provided. In such cases, we will explain any decision to limit contact and confirm this in writing where possible.

11. Learning from Complaints

We use complaints as an opportunity to review and improve our services across the removal and man and van operations. This may include additional staff training, changes to procedures, improvements to communication, or updates to our terms, guidance or booking processes.

By following this Complaints Procedure, we aim to resolve individual issues fairly while also strengthening the overall quality and reliability of our services for all customers.