Complaints Procedure
Man and a Van Hackney Complaints Procedure
Man and a Van Hackney is committed to providing a reliable and professional removal service for customers moving home, relocating offices, or requiring local transport of goods. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern and what you can expect from us in response.
Our Commitment to You
We take all complaints seriously and treat them as an opportunity to review and enhance our standards. Our aims when handling a complaint are to:
Listen to and understand your concerns in full.
Respond in a fair, respectful, and timely manner.
Investigate issues thoroughly and objectively.
Offer an appropriate resolution where we are at fault.
Use feedback to prevent similar issues in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to a single move or ongoing work. This can include, but is not limited to:
Concerns about the conduct, attitude, or punctuality of our drivers or moving teams.
Problems with the way your belongings were handled, loaded, transported, or unloaded.
Disputes regarding charges, quotations, or the scope of work agreed.
Issues with communication, such as lack of updates or unclear information.
Matters relating to damage, loss, or delays during your move.
You do not need to use the word complaint for us to treat your concern as one. If you tell us you are unhappy with our service, we will follow this procedure.
How to Make a Complaint
You may raise a complaint through any of the following methods:
In person to a member of our team at the time of your move, where practical and safe to do so.
In writing, providing a clear description of your concern and the service provided.
By contacting our office and explaining the issue so it can be recorded.
When making a complaint, please include:
Your full name and the address where the service was carried out.
The date of your move or booking and any reference details you were given.
A clear description of what went wrong and when it happened.
Details of any damage, loss, or additional costs incurred, where relevant.
Any supporting information such as photographs of damage or copies of invoices.
Timescales for Raising a Complaint
To help us investigate effectively, we ask that you raise any concerns as soon as reasonably possible after the issue arises. Where your complaint relates to damage or loss of items, please notify us as soon as you become aware of the problem so that we can assess the circumstances and consider any evidence available.
How We Will Respond
We aim to acknowledge your complaint promptly. After we have received full details, our process is as follows:
Initial review: We will review your complaint, clarify any missing information, and confirm that we have a clear understanding of your concerns.
Investigation: We will investigate the matter, which may involve speaking with the staff involved, reviewing job records, and examining any photos or documents you provide.
Outcome: Once the investigation is complete, we will inform you of our findings, explain any actions we propose to take, and provide our decision in clear language.
We aim to complete most investigations within 14 working days from receiving all relevant details. If we need more time due to the complexity of the issue, we will inform you and provide an estimated timescale.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the results of our investigation, we may:
Offer an apology and explanation of what went wrong.
Take corrective action to complete or rectify any outstanding work where appropriate.
Review and adjust charges if we identify an error in our pricing or billing.
Consider a goodwill gesture or compensation where we are found to be at fault and where loss or damage is established.
Use the incident as part of staff training or service improvement measures.
Any remedy offered will take into account the circumstances of the case, the terms agreed at the time of booking, and any relevant limitations of liability.
When You Are Not Satisfied With Our Response
If you are unhappy with the outcome of your complaint, you may ask for a further review. In doing so, please explain which aspects of the decision you disagree with and why. We will then:
Arrange for a more senior member of the team to reconsider your complaint.
Review the original investigation and any additional information you provide.
Provide a final response setting out our position.
This review will normally be completed within 14 working days of your request, unless we inform you that more time is required.
Recording and Using Complaint Information
We record all formal complaints and their outcomes. This information is monitored to identify patterns, recurring issues, or areas where we can enhance our removal and transport services. While individual cases are treated confidentially, we may use anonymised data to shape training, planning, and operational improvements.
Confidentiality and Data Protection
Any personal information you provide in connection with a complaint will be handled in line with our obligations under data protection laws. We will only share details with those who need them to investigate and resolve the matter, or where we are legally required to do so.
Continuous Improvement of Our Service
Feedback, including complaints, plays a key role in helping Man and a Van Hackney provide a dependable local moving and transport service. By raising your concerns with us, you assist in making our future moves safer, more efficient, and more responsive to customer needs. We appreciate the time taken to share your experience and are committed to dealing with every complaint fairly and professionally.
