Hounslow Man and Van Complaints Procedure
Hounslow Man and Van is committed to providing a reliable and professional removals and man and van service. We aim to complete every move, collection, and delivery safely, efficiently, and with care for your belongings. If something goes wrong or you are unhappy with any part of our service, this complaints procedure explains how you can raise a concern and how we will deal with it.
Our Commitment to Customers
We treat every complaint seriously and view feedback as an opportunity to improve our home and office removal services. Our goals when handling complaints are to:
Listen carefully and understand what went wrong from your point of view.
Investigate issues fairly and without unnecessary delay.
Communicate clearly and respectfully at every stage.
Offer an appropriate remedy where a mistake has been made.
Use the outcome to review and strengthen our working practices.
What Can You Complain About
You can raise a complaint about any aspect of our man and van or removals work, including:
The standard of service before, during, or after a move.
Handling, packing, loading, or unloading of your belongings.
Timekeeping, delays, missed appointments, or late arrival.
Behaviour, attitude, or conduct of any member of our team.
Administration, such as bookings, confirmations, or invoicing.
Disputes about charges where you believe you have been incorrectly billed.
This procedure applies to all customers using our removal and transport services, whether for domestic or commercial moves.
How to Make a Complaint
To help us understand and resolve your concerns as quickly as possible, please provide:
Your full name and the address related to the move or service.
The date of the service and, if known, the booking reference.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our team about the issue.
Any relevant evidence, such as photos of damage, inventories, or notes.
Please make your complaint as soon as reasonably possible after the service so that we can investigate fully while details are still fresh and records are readily available.
Stage One: Initial Resolution
In many cases, problems can be resolved quickly by raising them with the team that carried out your move or with our office staff handling your booking. At this first stage we will:
Listen to your concerns and ask any clarifying questions.
Check relevant records, such as job sheets, inventories, and driver notes.
Explain what may have happened and how we can put it right.
Where appropriate, agree an immediate solution, such as rectifying work, adjusting an invoice, or arranging a follow up visit.
If you are not satisfied with the outcome at this point, or if the matter is more serious or complex, you can ask for it to be treated as a formal complaint under Stage Two.
Stage Two: Formal Complaint Review
When a complaint moves to Stage Two, it will be reviewed by a senior member of our team who was not directly involved in the original work wherever possible. During this stage we will:
Acknowledge receipt of your formal complaint and confirm that it is being reviewed.
Carry out a more detailed investigation, which may include speaking to staff, reviewing route logs, job reports, and any relevant photographs or documents.
Consider whether our service met our own standards and the expectations set at the time of booking.
Provide a written response setting out our findings, any responsibility we accept, and the steps we will take to resolve the matter.
We aim to complete this review within a reasonable timeframe, taking into account the complexity of the issue and the need to gather accurate information.
Possible Outcomes and Remedies
Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following remedies where appropriate:
A clear explanation and, where due, an apology.
Correction of errors in documentation or billing.
A reasonable contribution towards repair or replacement where damage is shown to have been caused by our team and in line with our terms and conditions.
Reperformance of part of the service, where feasible.
Internal action, such as additional staff training or changes to procedures, to help prevent similar issues during future removals.
Any remedy will be considered in light of the specific circumstances, the evidence available, and any agreed terms in place at the time of booking.
Complaints About Loss or Damage
If your complaint relates to loss of or damage to items during a house move, flat move, or commercial relocation, it is important that you notify us as soon as possible. This allows us to:
Inspect any damage promptly if needed.
Compare the condition of items against job notes or inventories, where taken.
Check how items were packed, loaded, and secured in the vehicle.
We may ask for photographs and a description of the affected items, including age, condition, and approximate value. Claims will be considered in line with our terms and conditions and any applicable limits of liability that were notified to you before the move.
Fair Treatment and Confidentiality
We will treat all customers raising concerns with respect and will not discriminate against anyone who makes a complaint. Your personal information and any details related to the complaint will be handled in line with our privacy practices and used only for the purpose of investigating and resolving the issue, or where we are required by law to share information with relevant authorities.
Continuous Improvement
Feedback, including complaints, helps us to maintain and improve the standard of our man and van and removal services. We regularly review complaints to identify patterns, training needs, or changes we can make to our planning, packing, loading, and customer communication. By following this complaints procedure, we aim to ensure that any problems are dealt with fairly, consistently, and with the aim of maintaining your trust in Hounslow Man and Van.
