Complaints Procedure for Man with Van Hadley Wood

Man with Van Hadley Wood is committed to providing reliable, professional removals and man and van services. 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 each stage.

Our Commitment to You

We aim to handle all complaints in a fair, consistent and timely way. Our key principles are:

We treat every complaint seriously and with respect.

We investigate complaints impartially and based on the facts.

We aim to resolve problems at the earliest possible stage.

We use feedback to improve our removals and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, pricing, communication or any aspect of your experience with Man with Van Hadley Wood, where you would like a response or resolution.

Examples include, but are not limited to:

Concerns about timekeeping, collection or delivery arrangements.

Issues relating to the care, handling or transport of your belongings.

Disputes regarding charges, quotes or invoicing.

Concerns about behaviour, attitude or conduct of our team members.

Problems with communication before, during or after your removal.

How to Make a Complaint

You can raise a complaint in writing or verbally. We recommend providing your complaint in writing wherever possible so that there is a clear record of the details. Please include:

Your full name and, if relevant, your company name.

The date of your move or service booking.

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

Any relevant reference numbers, quotes or invoices.

What outcome or resolution you are seeking.

If you make a complaint verbally, we may ask you to confirm the details in writing so that we can ensure we have a complete and accurate account of the issue.

Timescales for Raising a Complaint

We ask that you notify us of any concerns as soon as reasonably possible, and in any event within a reasonable time of the service taking place. This helps us review records, speak to team members and gather information while events are still recent, which supports a fair and effective investigation.

How We Will Handle Your Complaint

Our complaints process normally follows these stages:

Stage 1 Initial review and acknowledgement. We will acknowledge receipt of your complaint within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps.

Stage 2 Investigation. A suitable person within Man with Van Hadley Wood will review your complaint. This may involve checking booking records, job sheets, photographs, logs, and speaking to any team members involved. We will consider any information or evidence you provide.

Stage 3 Response. Once the investigation is complete, we will send you a written response outlining our understanding of your complaint, any findings from the investigation and our proposed resolution. Where appropriate, we will also explain any changes we intend to make to our services or procedures as a result of your feedback.

We aim to complete our investigation and respond in full as promptly as possible. If, for any reason, we require more time, we will let you know and provide an updated timescale.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

An explanation or clarification of what happened.

An apology where we have fallen short of our standards.

A practical solution to put things right where this is feasible.

A goodwill gesture, where appropriate and at our discretion.

Confirmation of any steps we will take to prevent similar issues from arising in future.

Each complaint is assessed on its own facts and circumstances. Our priority is to respond fairly and proportionately.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you can ask for a further review. Please explain why you remain dissatisfied and what you would like us to reconsider. We will arrange for your concerns to be reviewed by someone who was not directly involved in handling the matter at the earlier stage, wherever this is reasonably possible.

After this review, we will provide you with a final response. This response will set out our position and any further steps we propose to take, if applicable.

Complaints Involving Loss or Damage

If your complaint relates to alleged loss of or damage to your belongings during a move, it is important that you:

Report the issue to us as soon as you become aware of it.

Keep any damaged items and packaging for inspection if requested.

Provide photographs and any supporting evidence where possible.

In these cases, we will review the details of the booking, the services agreed, and any relevant terms and conditions that applied to your move. We may ask you for further information to help us assess the situation properly.

Using Complaints to Improve Our Service

Feedback from our customers, including complaints, is an important part of improving our removals and man and van services. We regularly review complaints data to identify patterns, training needs, and opportunities to enhance the way we plan moves, protect items, communicate timescales and manage customer expectations.

By following this procedure, you help us understand where things may have gone wrong and what we can do to provide a better service for you and other customers in the future.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint will only be shared with team members who need it in order to investigate and respond. We will store and process your personal information in line with applicable data protection requirements and our internal policies.

Availability of This Procedure

This complaints procedure is available to all customers of Man with Van Hadley Wood. You can request a copy at any time before or after booking our services. If you have any questions about how we handle complaints or would like clarification on any part of this procedure, please contact us and we will be happy to explain further.

We value your trust in choosing Man with Van Hadley Wood for your move and we are committed to addressing any concerns you may have in a fair, transparent and timely way.