Complaints Procedure

Man with Van Hounslow Complaints Procedure

Man with Van Hounslow aims to provide a reliable and professional removals and man and van service for homes and businesses. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed to give all customers a clear, fair and transparent way to raise concerns about any part of our service. This may include local or long-distance moves, small item collection and delivery, or larger home and office removals. We are committed to handling complaints promptly, carefully and consistently, with the aim of resolving issues at the earliest possible stage.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like a response or resolution. Examples include:

Concerns about punctuality, conduct or professionalism of our team during your move.

Issues related to how your belongings were handled, packed, loaded or unloaded.

Disputes about charges, quotations, or what was included in the agreed service.

Dissatisfaction with communication before, during or after your moving day.

If you are unsure whether your concern counts as a complaint, you are still welcome to raise it with us. We will treat all concerns seriously and decide together on the best way forward.

Raising a Complaint Informally

We encourage you, wherever possible, to raise any concern as soon as it arises so that it can be resolved quickly and informally. If the team is still on site, you can speak to the driver or team leader and explain the problem. Many issues can be resolved immediately once the team understands your expectations or any misunderstanding that has occurred.

If the move has already been completed, you can contact our office to explain what has happened. Please provide your full name, the service date, your collection and delivery addresses, and a clear description of your concern. The more information you can give us, the easier it will be for us to investigate and respond.

Making a Formal Complaint

If your concern cannot be resolved informally, or if you prefer a more formal approach from the outset, you may submit a formal complaint. When making a formal complaint, please include:

Your full name and any reference or booking details related to your move.

The date and location of the service provided.

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

Details of any discussions you have already had with our team about the issue.

Any supporting information or evidence you feel is relevant, such as photographs or lists of damaged or missing items.

Formal complaints should be made as soon as reasonably possible after the service has taken place. This helps ensure that information is still recent and accurate, and allows us to investigate more effectively.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will then investigate the matter thoroughly, which may include:

Reviewing your booking details, inventory and any agreed terms at the time of your move.

Speaking to the driver or removal team members involved to understand their account of events.

Assessing any photographs, correspondence or other evidence you have provided.

We aim to provide a full response once our investigation is complete. If we need more time to investigate, we will let you know and keep you updated on our progress.

Our Response and Possible Outcomes

In our response, we will explain:

What we have understood from your complaint and the information provided.

What we have found from our investigation.

Any steps we have already taken or will take to put things right.

Any changes we will make to our processes or training to help prevent similar issues in the future.

Depending on the nature of the complaint and our findings, outcomes may include a written apology, clarification of terms, practical steps to remedy the issue where possible, or other appropriate resolutions. Each case is considered individually and fairly.

If You Are Still Unhappy

If you feel that your complaint has not been resolved after you receive our formal response, you may ask for a further review. In doing so, please explain why you remain dissatisfied and what outcome you are seeking. We will then reconsider the matter, review how your complaint was handled, and respond again with either a revised decision or confirmation that our original decision stands, together with an explanation.

Our Commitment to Fairness and Improvement

Man with Van Hounslow is committed to treating all customers with respect and fairness. We do not treat anyone less favourably for making a complaint. All complaints are handled confidentially and in line with our internal policies. We also use feedback and complaint outcomes to review and improve our removals and man and van services across our operating area, including training for our staff and updates to our procedures where needed.

By following this complaints procedure, we aim to ensure that every concern is listened to, investigated properly and responded to in a way that is clear, timely and fair. Your feedback plays an important role in helping us maintain and enhance the quality of our local and regional removal services.