Complaints Procedure for Man with Van Hampton Wick

Man with Van Hampton Wick aims to deliver a reliable and professional removals and man and van service for customers moving home, office or individual items. 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.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for handling complaints from customers who have used our moving or delivery services. Our goals are to resolve issues promptly, learn from any mistakes, and continually improve the quality of our removal services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include:

Service quality, such as delays, missed appointments, or conduct of team members during a move. Handling of items during loading, transit or unloading. Charges or fees that you believe are unclear or incorrect. Communication issues before, during or after your removal or delivery. Any other concern related to your experience with Man with Van Hampton Wick.

If you are unsure whether your concern is a formal complaint, you can still raise it with us and we will advise how it will be handled.

How to Make a Complaint

You can make a complaint in writing, or by speaking with us. We encourage written complaints where possible, as this helps avoid misunderstandings and provides a clear record of the issues you wish to raise.

When you contact us, please provide as much information as you can, including:

Your full name. The date and approximate time of the service. The collection and delivery addresses used for the move. A clear description of what went wrong. Any relevant details about the items moved. Any supporting information you are able to provide, such as photos of damage or copies of invoices.

We will treat all complaints courteously and respectfully, and we ask that customers engage in the same way with our team.

Initial Acknowledgement

Once we receive your complaint, we will record it and acknowledge receipt. We will aim to acknowledge your complaint within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

If more information is required to understand the issue properly, we may contact you to request further details before beginning a full review.

Investigation of Your Complaint

We will carry out a thorough and fair investigation into your complaint. This may include:

Reviewing your booking details and any written communication. Speaking with the driver or removals team involved. Considering any photos or supporting documents you have provided. Assessing whether our terms and conditions and agreed scope of work were followed.

We aim to complete our investigation as quickly as is reasonable, taking into account the complexity of the matter and the availability of the people involved.

Our Response and Proposed Resolution

Once our investigation is complete, we will provide you with a written response. This response will usually include:

A summary of your complaint as we understand it. The outcome of our investigation. Any explanation, apology or clarification where appropriate. Details of any actions we propose to take to resolve the matter.

Possible outcomes may include an apology, clarification of our policies, corrective actions for future services, or other resolutions where appropriate and in line with our terms and conditions. Each complaint will be considered on its individual circumstances.

If You Are Not Satisfied with the Outcome

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you remain unhappy and what outcome you are seeking. We will then arrange for a further review, which may be carried out by a different person or at a higher level within the business where possible.

Following this further review, our final position will be communicated to you. We will clearly explain the reasons for our decision and any further steps that may be available to you.

Time Limits for Raising Complaints

To allow us to investigate effectively, we ask that complaints be raised as soon as possible after the event, ideally within a reasonable period of the move or delivery taking place. The longer the delay, the harder it can be to gather accurate information or evidence to help resolve the matter fairly.

Our Commitments to You

When you raise a complaint with Man with Van Hampton Wick, you can expect that:

Your complaint will be taken seriously and handled professionally. We will treat you with respect and courtesy at all times. We will aim to resolve matters without unnecessary delay. We will keep you informed about the progress of your complaint. We will use the findings to review our processes and improve our service where needed.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will handle your personal information in line with applicable data protection principles and will retain records of complaints only for as long as necessary for business and legal purposes.

Continuous Improvement

Feedback and complaints are an important part of how we improve our removals and man and van services. We regularly review the nature and frequency of complaints received to identify trends, training needs and opportunities to improve how we plan, carry out and manage moves for customers across our service area.

By following this Complaints Procedure, we aim to resolve individual issues fairly and strengthen the overall quality and reliability of Man with Van Hampton Wick services for future customers.