Complaints Procedure
Complaints Procedure for Man with Van Hayes
Man with Van Hayes is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, 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 from us at every stage.
Our Commitment to You
We aim to handle all complaints fairly, consistently, and promptly. Every concern is treated seriously and used as an opportunity to review and improve our moving and delivery services. We will always treat you with respect and expect the same courtesy in return.
We aim to:
Respond to all complaints in a timely manner.
Investigate concerns thoroughly and impartially.
Provide clear explanations of decisions and outcomes.
Offer appropriate remedies where a complaint is upheld.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct during a move, scheduling, handling of belongings, or communication before, during, or after a booking. You do not need to use any specific wording to make a complaint, as long as it is clear you are unhappy with something we have done or not done.
Issues You Can Complain About
You can complain about any aspect of our man and van or removals work, including but not limited to:
Delays or missed appointments on moving day.
Handling, loading, or unloading of your items.
Behaviour, attitude, or professionalism of our staff or drivers.
Accuracy of information given before booking, including pricing and time estimates.
Quality of service during local or longer-distance moves.
Communication before, during, or after your removal or delivery.
If you are unsure whether your issue counts as a complaint, raise it with us and we will guide you through the process.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we are happy to discuss issues by phone or in person, we encourage written complaints where possible, as this helps us to review the details clearly and provide a more thorough response.
When making a complaint, please include the following information to help us investigate efficiently:
Your full name and, if applicable, the name on the booking.
The date and approximate time of your move or service.
The collection and delivery locations used for the service.
A clear description of what went wrong, including relevant times and events.
Details of any damage, loss, or other concerns about your belongings.
Any steps already taken to resolve the issue informally.
What you would consider to be a fair outcome, if you have a preferred resolution.
Stages of Our Complaints Process
Stage One: Informal Resolution
In many cases, issues can be resolved quickly by speaking directly with the driver or the office team as soon as a problem arises. We encourage you to raise concerns on the day of the move, where possible, so we can try to put things right immediately. For example, we may be able to adjust timings, provide clearer information, or address concerns about how items are being handled.
If the matter cannot be resolved informally, or if you remain dissatisfied, you can move to the formal complaint stage.
Stage Two: Formal Complaint
To begin a formal complaint, submit your concerns in writing. Once we receive your complaint, we will:
Acknowledge receipt within a reasonable timeframe.
Assign your complaint to a member of staff who was not directly responsible for the issue, where practical, to ensure fairness.
Review your booking details, communication records, and any relevant photographs or evidence.
Where necessary, speak to the driver or team members involved to gather a full account of events.
We may contact you during this stage to request further information or clarification. This helps us understand your experience and expectations fully.
Stage Three: Outcome and Response
After completing our investigation, we will provide you with a written response. This will include:
A summary of your complaint.
The findings of our investigation.
Our decision on whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take, such as an apology, service review, staff training, or other remedies where appropriate.
We aim to provide a full response within a reasonable period from the date we receive all necessary information. If we anticipate any delay, we will let you know and explain why.
Possible Outcomes and Remedies
Where a complaint is upheld, we will consider what is fair and proportionate in the circumstances. Depending on the nature of the issue, possible outcomes may include:
A clear explanation of what went wrong and why.
A sincere apology from Man with Van Hayes.
Steps to put things right where possible, such as reviewing scheduling or loading procedures.
Internal measures such as additional staff training or changes to our working practices.
Any remedies will always be considered on a case by case basis and in line with our terms and conditions.
Complaints Involving Loss or Damage
If your complaint involves loss or damage to belongings, we will need specific details of the items affected, their condition before the move, and any supporting evidence you can reasonably provide. You should report any visible damage as soon as possible after the move. We will review the circumstances of the move, handling methods used, and any packing that was or was not provided by our team.
Further Review of Your Complaint
If you are not satisfied with our final response, you may request a further internal review. In that case, your complaint and our handling of it will be reconsidered by a senior member of our team, where available. They will review all information provided, the steps taken so far, and whether our decision was reasonable and in line with this procedure.
Using Feedback to Improve Our Services
All complaints, whether upheld or not, are recorded and monitored. We regularly review this information to identify patterns, areas for improvement, and training needs. This helps us maintain and enhance the quality of our man and van and removal services across our operating areas.
Confidentiality and Data Protection
Your complaint will be handled confidentially and in accordance with applicable data protection requirements. Information will only be shared internally with those who need it to investigate and resolve your concerns. We will store complaint records securely and only for as long as necessary for legal and operational purposes.
By following this complaints procedure, Man with Van Hayes aims to ensure that every customer is heard, treated fairly, and given a clear and reasoned response, helping us to maintain a trustworthy and dependable removals service.
