Complaints Procedure for Man With a Van Hampton

Man With a Van Hampton is committed to providing reliable, professional and courteous moving services. We aim to resolve any concerns quickly and fairly, and we see complaints as an opportunity to improve. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can do if you remain dissatisfied.

Scope of this Complaints Procedure

This procedure covers complaints about our removal and man with a van services, including local moves, small removals, collections, deliveries and related services such as loading, unloading and basic packing. It applies to all customers who have booked or used our services, whether for a home move, flat move, office relocation or single-item transport.

The procedure is designed to be clear and straightforward so that you know what to expect at each stage. We will always treat you with respect and handle your complaint in a confidential, professional manner.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to investigate and respond. This may include, for example:

Concerns about the standard of our moving or transport service, including punctuality or handling of goods.

Issues with our staff conduct or behaviour during collection, loading, transit or delivery.

Disputes about charges, estimates, waiting times or additional services.

Concerns about damage, loss or missing items connected with a move.

Problems with communication, such as booking errors or unclear information.

We encourage you to raise any issue you are unhappy about, even if you are unsure whether it counts as a formal complaint. We will guide you through the process and treat your concern seriously.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing so that we have a clear record of the issue and can investigate thoroughly. When you contact us, please provide:

Your full name and the address where the service was provided.

The date of your move or booking.

A clear description of what went wrong and when it happened.

Details of any conversations already had with our team about the issue.

Any supporting information that may help our investigation, such as photographs of damage or an inventory of missing items.

If your move is ongoing or due to take place shortly, please let us know if the matter is urgent so we can prioritise our response where possible.

Our Approach to Handling Complaints

We aim to acknowledge every complaint promptly and to resolve most issues as quickly as we can. Our approach is based on the following principles:

Fairness: We will listen carefully, consider all the facts and treat you with respect.

Transparency: We will explain our findings and the reasons for our decisions.

Timeliness: We will seek to resolve complaints without unnecessary delay.

Learning: Where appropriate, we will use your feedback to improve our services, training and procedures.

Your complaint will be handled by a person with appropriate responsibility and knowledge of our operations. Where possible, this will not be anyone directly involved in the issue you are complaining about.

Complaint Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will log the details and carry out an initial review. We may contact you to clarify information or request further details. At this stage, we will aim to resolve straightforward issues quickly, for example by explaining what happened, offering an apology where appropriate, or agreeing a practical solution.

Stage 2: Detailed Investigation

If your complaint is more complex, or cannot be resolved immediately, it will proceed to a detailed investigation. This may involve:

Reviewing booking records, job sheets and service notes.

Speaking with the staff members involved.

Examining any photographs or evidence you have provided.

Assessing whether our usual standards and procedures were followed.

Once the investigation is complete, we will write to you setting out our findings, any conclusions we have reached and any remedy or action we propose.

Stage 3: Further Review

If you are not satisfied with the outcome at Stage 2, you can ask for a further review. In this case, your complaint and our previous response will be considered by a senior representative who was not involved in the earlier stages, where possible. They will reassess the information and decide whether to uphold, change or overturn the original decision. We will then provide you with a final written response.

Possible Outcomes and Remedies

Depending on the circumstances, outcomes may include:

An explanation of what happened and why.

An apology where we have not met our usual standards.

Practical solutions to address remaining issues, where feasible.

In cases involving damage or loss, consideration of any liability in line with our terms and conditions and applicable law.

Improvements to our internal policies, staff training or service processes to help prevent similar issues in the future.

We will always explain clearly what we are able to do and any limits that apply, taking into account the nature of the service we provide and the terms agreed at the time of booking.

Your Responsibilities When Raising a Complaint

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

Raise concerns as soon as possible after the issue occurs.

Provide accurate information and any supporting evidence you have.

Allow us a reasonable time to investigate and respond.

Treat our team with courtesy and respect throughout the process.

This helps us work constructively with you and reach a fair outcome more quickly.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will only be shared with those who need it to investigate and resolve the matter or where we are legally required to disclose it. We will handle any personal data you provide in line with relevant data protection requirements and our internal policies.

Continuous Improvement

The feedback we receive through complaints is an important part of how we maintain and improve our man with a van and removal services. We periodically review complaints to identify patterns, training needs and opportunities to enhance our customer experience across the areas we serve. By following this complaints procedure, we aim to provide a clear, fair and consistent process for dealing with any concerns you may have about our services.