Man with Van Hoxton Complaints Procedure
This Complaints Procedure explains how Man with Van Hoxton receives, records and resolves complaints about our removals and man and van services. Our aim is to handle every concern promptly, fairly and consistently, and to use your feedback to improve our service for future moves.
Our Commitment to Resolving Complaints
We understand that moving home or office can be stressful, and issues with a removal service may add to that pressure. When something goes wrong, we are committed to listening carefully, investigating thoroughly and providing a clear response. We treat all complaints seriously, whether they relate to customer service, punctuality, damaged items, billing, or any other part of our work.
We will always aim to:
Listen to your concern without interruption or judgement.
Record the details accurately and securely.
Investigate what happened in a fair and balanced way.
Respond within reasonable and clearly stated timeframes.
Offer an explanation, apology where appropriate, and where possible a practical resolution.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is made verbally or in writing, and whether it is made during or after your move. Common examples include:
Concerns about the conduct or attitude of our removals team.
Issues with punctuality or collection and delivery times.
Disagreement about the services provided compared to what was agreed.
Concerns about the handling of your belongings or potential damage.
Questions about charges, invoices or quoted prices.
If you are unsure whether an issue counts as a complaint, we encourage you to raise it with us. We will treat all concerns respectfully and aim to resolve them at the earliest possible stage.
How to Make a Complaint
You can raise a complaint about our man and van or removal services in the way that is most convenient for you.
Verbal complaints can be made directly to a member of our team during your move or by speaking to a manager afterwards. We recommend making a written complaint if your issue is complex or relates to damage or costs, as this helps us keep a clear record of all the details.
When making a complaint, it is helpful if you can provide:
Your full name and the address where the service was carried out.
The date of your move or booking and any reference number you were given.
A clear description of what went wrong and when it happened.
Details of any conversations already held with members of our team.
Photographs or supporting information, particularly in relation to any alleged damage.
What outcome you would consider a fair resolution where you feel able to suggest this.
Stage One: Informal Resolution
In many cases, complaints can be resolved quickly and informally. If you raise a concern with our team on the day of your move, we will do our best to resolve it immediately. If this is not possible, your concern will be passed to a manager to review.
For informal complaints made shortly after your move, we aim to acknowledge your concern and offer an initial response as quickly as possible. If we can resolve the matter straight away, we will explain what we will do and agree any next steps with you.
Stage Two: Formal Complaint and Investigation
If your complaint cannot be resolved informally, or if you prefer a more formal review, your complaint will be logged as a formal complaint. We will record the details and begin a structured investigation.
We will aim to:
Acknowledge receipt of your complaint within a reasonable timeframe.
Review any notes, photographs or documentation related to your booking and move.
Speak with the crew or staff members involved to obtain their account of events.
Consider any relevant policies, terms and conditions or agreed arrangements.
Assess all information in an impartial manner.
Once the investigation is complete, we will provide you with a clear written response. This will usually include a summary of your complaint, what we have found during our investigation, our conclusions, and any offer of resolution or next steps we propose.
Timeframes for Responses
We aim to handle complaints without unnecessary delay. While some issues can be resolved very quickly, others may take longer, particularly if they involve complex circumstances or the need to gather additional information.
We will always aim to:
Acknowledge your formal complaint within a short and reasonable period.
Complete our investigation and provide a full response within a further reasonable period, depending on the nature of the complaint.
If we need longer to investigate, we will let you know, explain why and provide an updated timeframe.
Possible Outcomes and Remedies
Depending on the nature and findings of the investigation, possible outcomes may include:
An explanation of what happened and why.
A sincere apology where we have not met our standards.
Corrective action, such as staff training or changes to our procedures.
Practical steps to put things right wherever this is possible and appropriate.
Where claims relate to loss or damage to belongings, we will review these in line with our terms and conditions and any applicable insurance arrangements. We may request additional evidence to properly assess such claims.
If You Are Not Satisfied
If you remain unhappy after receiving our formal response, you can request that your complaint is reviewed again. At this stage, a senior member of the team who was not directly involved with the original move will review the handling of your complaint, the evidence considered and the outcome reached. They will then provide a final response setting out our position.
Recording and Using Complaints
We keep a record of all complaints and the outcomes reached. This helps us identify patterns, improve training and refine the way we deliver our removal and man and van services. Your personal information will be handled in line with our data protection responsibilities and will only be used for handling your complaint and improving our services.
Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Man with Van Hoxton reserves the right to update this procedure when appropriate, and any updated version will apply to complaints received after the date of publication.
We value all feedback about our removal services, whether positive or negative, and we encourage you to contact us if you feel we have fallen short of your expectations. Your comments help us maintain and improve the standards we aim to deliver on every move.
