Complaints Procedure

Complaints Procedure for Man with Van Hammersmith Customers

Man with Van Hammersmith is committed to providing reliable and professional removal services. We aim to carry out every move safely, efficiently, and with respect for your property. However, we understand that sometimes 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 throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our services is handled promptly, fairly, and consistently. It applies to all customers who use our man and van and removal services, whether for home moves, office relocations, or item deliveries. We use complaints as an opportunity to put things right where possible, and to improve how we plan, manage, and complete future moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include:

Concerns about how a move was carried out, including punctuality, handling of items, or conduct of staff.

Issues with how we have communicated with you before, during, or after the move.

Disputes about charges that differ from what was agreed.

Concerns about damage to property, loss of items, or delays in delivery.

Any situation where you feel that the service you received from us fell below your reasonable expectations.

How to Make a Complaint

You can make a complaint in writing. Written complaints help ensure we fully understand the issue and can review it carefully. Please include as much detail as possible, such as your full name, the date of your move or booking, the collection and delivery areas, and a clear description of what went wrong. If your complaint relates to damage or loss, please describe the items involved and the circumstances as you understand them. Attaching photographs and any relevant documents will help us review your case more quickly.

We ask that you submit your complaint as soon as reasonably possible after the issue occurs. For damage and loss, you should notify us in writing within a reasonable time so that we can investigate while the details of the move are still clear and evidence is more likely to be available.

What Happens After You Complain

When we receive your complaint, we will record it in our internal log and begin an initial review. We will normally acknowledge your complaint within a reasonable timeframe, explaining that it is being investigated and, where possible, giving you an indication of the expected timescale for a full response.

As part of our investigation we may:

Review the booking details and any written communications.

Speak with the driver or team members involved in your move.

Check any job notes, photographs, or internal records taken on the day.

Compare what happened with our standard procedures and service commitments.

We aim to provide a clear written response once our investigation is complete. Where more time is needed, for example if information is missing or the matter is complex, we will let you know and keep you informed of progress.

Our Response and Possible Outcomes

After we have investigated your complaint, we will write to you with our findings. Our response will normally include:

A summary of the complaint you raised.

The steps we took to investigate.

Our decision and reasons for that decision.

Any actions we propose to put things right, where appropriate.

Depending on the nature of the issue, possible outcomes may include an explanation or clarification, an apology, practical steps to rectify an issue where this is possible, or a goodwill gesture. Where damage or loss is involved, any remedy we may offer will be considered in line with the information you have provided, our records, and the terms and conditions that applied to your booking.

Your Responsibilities When Making a Complaint

To help us deal with your complaint fairly and promptly, we ask that you:

Provide accurate and complete information about your booking and the issue you are raising.

Describe clearly what happened and what outcome you are seeking.

Cooperate with any reasonable requests for further details or evidence.

Communicate with our team in a respectful and constructive way.

This enables us to focus on resolving your concerns and improving our service.

Further Review of Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. When requesting a review, please explain why you disagree with our findings and include any additional information that you believe has not been considered. A further review will normally be carried out by someone who was not directly involved in the original handling of your complaint, as far as our internal structure allows.

Following this review, we will write to you again with our final position. At that stage, we will explain if there is any further internal step available.

Using Complaints to Improve Our Removal Services

We treat every complaint as an opportunity to learn and improve. Information from complaints is reviewed periodically to identify any patterns or recurring issues. This may lead to updates to our staff training, changes to how we plan routes and timings, improvements to how we protect items during loading and unloading, and enhancements to our customer communication before and after each move.

By following this procedure, we aim to handle your concerns carefully and consistently, and to maintain the standards that customers reasonably expect from a professional man and van and removal service.