Complaints Procedure

Complaints Procedure for Man With a Van Hounslow

Man With a Van Hounslow aims to provide reliable and professional removal and man and van services. We understand 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 goal is to resolve issues promptly, fairly and in a way that helps improve our services.

Purpose and Scope of This Procedure

This procedure applies to all customers who use our services, including home removals, office moves, and man and van collections or deliveries. It covers any dissatisfaction with the service you have received, whether relating to punctuality, conduct of staff, handling of belongings, invoicing, or communication.

We treat all complaints seriously, whether they are minor concerns or more significant issues. Feedback, including complaints, is an important part of maintaining high standards across the areas we serve.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This may include, but is not limited to:

Delays in collection or delivery of your items.

Concerns about the care taken with your belongings.

Disagreement about charges or the content of an invoice.

Communication issues, such as lack of updates or unclear information.

The behaviour or attitude of any member of our team.

If you are unsure whether your concern is a complaint, you are still welcome to contact us so we can clarify and help.

Raising a Complaint Informally

Where possible, we encourage you to raise issues informally first. Many problems can be resolved quickly through a conversation with the driver on the day of the job or with our office team soon after the service.

If you feel comfortable doing so, explain what went wrong and what outcome you are seeking. We will always try to resolve the matter immediately or within a short period of time. Informal resolution does not affect your right to make a formal complaint if you are not satisfied.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more structured process, you can make a formal complaint. When doing so, please provide as much detail as possible, including:

Your full name and the address where the service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any supporting information, such as booking references, photographs or written notes.

Your preferred outcome or what you would like us to do to put things right.

Providing full and accurate information helps us investigate your complaint thoroughly and efficiently.

Acknowledgement and Timescales

We aim to acknowledge all formal complaints within three working days of receipt. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps.

We then aim to provide a full written response within fourteen working days. If the matter is particularly complex or requires additional investigation, we will let you know and provide an estimated timescale for our final response. Throughout the process we will keep you updated on progress.

How We Investigate Complaints

Every formal complaint is logged and reviewed by a senior member of our team who is not directly involved in the issue you are complaining about. The investigation may include:

Reviewing your booking details and job notes.

Speaking with the driver or removal team involved.

Examining any photographs, messages, or other evidence you provide.

Checking our internal policies and procedures to ensure they have been followed.

Our aim is to establish what happened, why it happened, and what we can do to resolve the situation and prevent similar issues in the future.

Our Response and Possible Outcomes

Once the investigation is complete, we will write to you with a clear explanation of our findings and any actions we propose to take. Depending on the nature of the complaint, this may include:

An explanation or clarification of what occurred.

An apology where we have fallen short of our standards.

Corrective action, such as staff training or changes to our processes.

Where appropriate, a goodwill gesture or other form of redress.

We will always explain the reasons for our decision and how it was reached, based on the information available.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our response, you may ask for a review of your complaint. In your request, please explain why you are unhappy with the outcome and what you believe we have not addressed.

A different senior member of our team will review the handling of your complaint and the decision made. They may contact you for further information if needed. After this review, we will issue a final response, which will conclude our internal complaints process.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with staff members who need it to investigate and resolve the matter. We store complaint records securely and in line with data protection requirements.

We may use anonymised information from complaints to monitor the quality of our services across our operating area and to identify trends or areas for improvement.

Using Complaints to Improve Our Services

We view complaints as an opportunity to learn. By listening to customers who have experienced difficulties with their move, we can refine our procedures, training, and communication so that future services run more smoothly.

Our commitment is to deliver dependable, well organised man and van and removal support. This complaints procedure is part of that commitment, ensuring that any problems are dealt with fairly and consistently, wherever you use our services.