Complaints Procedure

Complaints Procedure for Man with Van Mill Hill

Man with Van Mill Hill is committed to delivering a reliable, professional and friendly removal service. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond. It applies to all customers using our man and van and removal services.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for resolving problems. Our aims are to make it easy for you to tell us when something has gone wrong, to respond promptly and professionally, and to use feedback to improve our service for all customers.

This procedure covers any concern or dissatisfaction you may have with our service, including bookings, arrival times, conduct of staff, handling of goods, charges and invoices, and after-move support.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you would like us to review what has happened and provide a response. You do not need to use any specific wording for it to be treated as a complaint. If you tell a member of our team that you are unhappy and want us to look into it, we will follow this procedure.

How to Make a Complaint

You can raise a complaint using the same channels through which you made your booking or any usual contact route you have previously used for our company. When making a complaint, please provide as much information as you can, including your full name, the date of your move or booking, the collection and delivery addresses, a description of what went wrong, when the issue occurred, the names of any team members involved if known, and any evidence such as photos or inventory notes.

If your move is still in progress and there is an urgent issue that could affect the safety of people or property, please contact us immediately using your normal booking contact so that we can take prompt action.

Stage One: Initial Review and Response

At the first stage, we aim to resolve your complaint as quickly as possible. A member of our team will review the details you have provided and may contact you for further information or clarification. We will usually acknowledge your complaint within a reasonable timeframe and aim to provide an initial response within 10 working days.

Where the matter is straightforward, we may be able to resolve it immediately or within a short period. This may include an explanation, an apology where appropriate, or a practical solution such as a partial refund or a return visit to address a service issue, if feasible.

Stage Two: Further Investigation

If you are not satisfied with the initial response, or if your complaint raises more complex issues, it will be escalated for further investigation. At this stage, we will review all available information, including booking details, job sheets, staff reports, photographs, and any other relevant records. We may contact you again to obtain additional details or supporting evidence.

We will aim to complete this investigation and provide a written outcome within 20 working days of escalation. If we need more time to gather information, we will let you know and explain the reason for any delay.

Possible Outcomes and Resolutions

After investigating your complaint, we will provide a clear outcome. This may include an explanation of what happened and why, an apology where we are at fault, information on any steps we have taken to prevent a recurrence, and where appropriate, a remedy such as a goodwill gesture, partial refund, or other form of redress consistent with our terms and conditions.

Any financial remedy will take into account our contractual obligations, our terms of service, and any relevant limitations of liability agreed at the time of booking.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to belongings, please report this to us as soon as possible. Photographs of the items and any packaging or protection used are helpful. We may ask for evidence of the condition of goods before the move and details of their approximate value. Claims for loss or damage are handled in line with our terms and conditions, including any time limits or exclusions that were provided to you at the time of booking.

Your Responsibilities During the Complaints Process

To help us resolve your complaint fairly and efficiently, we ask that you provide accurate information, respond to our requests for further details, and treat our team with respect throughout the process. Abusive, threatening, or discriminatory behaviour towards our staff will not be tolerated and may result in communication being restricted to written channels only.

Learning from Complaints

We take all complaints seriously and see them as an opportunity to improve our removal and man and van services. We regularly review complaints to identify patterns and areas where training, communication, or processes can be improved. This helps us to enhance the quality and reliability of our services for all customers in our operating areas.

Confidentiality and Data Protection

All complaints are handled in confidence. Information relating to your complaint will be shared only with those who need it to investigate and respond. We handle your personal data in accordance with our data protection obligations and our privacy practices. Information will be retained only for as long as necessary to address your complaint and meet any legal or regulatory requirements.

Closing a Complaint

A complaint will be considered closed when we have provided you with our final response at the end of Stage Two, or if we do not hear from you within a reasonable time after asking whether you are satisfied with a proposed resolution. If further relevant information comes to light after closure, we may re-open the complaint at our discretion.

Updates to this Procedure

Man with Van Mill Hill may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals sector. The version available from us at the time you raise your complaint will be the one applied to your case.