Complaints Procedure for Man with Van Denmark Hill

Man with Van Denmark Hill is committed to providing a reliable, efficient and courteous removal service. We recognise that occasionally things may not go to plan, and when this happens we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will respond.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and transparent process for raising complaints about our moving and transport services. It ensures that your complaint is taken seriously, handled promptly, and reviewed fairly. It also helps us identify areas where we can improve our planning, communication, and handling of your belongings.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether justified or not, which requires a response. This can include, but is not limited to:

Concerns about how your booking was handled or confirmed.

Issues with punctuality, attendance, or completion of a job.

Concerns about the care taken when loading, transporting, or unloading your items.

Disputes regarding charges, quotes, or additional fees.

Concerns about the behaviour, attitude, or communication of staff.

Issues with follow-up after the move, including damage reports or missing items.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us keep a clear record of the issues raised and the steps taken to resolve them. Please include the following information wherever possible, so we can investigate thoroughly:

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

The date and approximate time of the move or service.

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

Names of any staff involved, if known.

Any supporting details, such as your job reference number, inventory notes, or photographs of any damage.

What you would consider to be a fair resolution.

If you cannot provide all of this information, you should still raise your complaint, and we will work with you to clarify any missing details.

When to Make a Complaint

We encourage customers to raise any concerns as soon as possible, ideally within seven days of the service being completed. This allows us to investigate while events are still recent and while any evidence, such as packing materials or access conditions, may still be available. Complaints raised after this period will still be considered, but the investigation may be more limited depending on the information available.

How We Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it in writing. Our aim is to acknowledge complaints within three working days. The acknowledgement will confirm that we have received your complaint and outline the next steps, including an estimated timeframe for our investigation and response.

Our Investigation Process

Your complaint will be reviewed by a member of our management team who was not directly involved in the original job wherever possible. The investigation may include:

Reviewing your booking details, quotation, and any written communications.

Speaking to the staff members who carried out your removal or man and van service.

Reviewing any photographs, videos, or documentation you provide.

Assessing our notes on access, parking, and any challenges on the day.

Checking our standard policies and procedures to ensure they were correctly followed.

We aim to complete most investigations and provide a full response within 14 working days of acknowledging your complaint. If the matter is complex and we require more time, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response explaining:

What we have understood from your complaint.

The steps we took to investigate the matter.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take as a result of your complaint.

Depending on the outcome of the investigation, we may offer one or more of the following:

A clear explanation or apology.

Practical steps to correct the issue, where possible.

A goodwill gesture, where appropriate.

Review or adjustment of internal procedures and staff training.

Any goodwill gesture or remedy offered will be at the discretion of Man with Van Denmark Hill, taking into account the specific circumstances of the case.

If You Remain Dissatisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. You should explain which aspects of our decision you disagree with and provide any further information that you believe may not have been considered. A different member of our management team will review the case wherever possible. Once this review is complete, we will provide you with a final written response.

Claims Relating to Loss or Damage

If your complaint concerns loss of or damage to your belongings during a move, you should notify us as soon as possible after you become aware of the issue. Please provide clear details of the items affected, including description, estimated value, and photographs if available. We will assess such claims in line with the terms and conditions agreed at the time of booking and any relevant limitations or exclusions. Providing accurate information about the items being moved and any pre-existing damage helps us deal with such complaints more effectively.

Using Feedback to Improve Our Service

All complaints are logged and monitored so that we can identify patterns and recurring issues. This information is used to improve how we plan removals, allocate staffing, protect customer property, and communicate with customers before, during and after a move. Our aim is not only to resolve individual complaints fairly, but also to raise our overall standards for every future customer.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff who need it in order to investigate and respond. We handle and store your personal information in line with relevant data protection requirements and our internal privacy practices.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. By using a structured and transparent complaints process, Man with Van Denmark Hill seeks to maintain high standards across all moving and transport services and to give every customer a fair opportunity to have their concerns heard and resolved.