Complaints Procedure
Man with Van Crews Hill Formal Complaints Procedure
This Complaints Procedure explains how Man with Van Crews Hill manages and resolves complaints about our man and van and removals services. We are committed to dealing with all concerns fairly, promptly and transparently, and to using every complaint as an opportunity to improve our service.
1. Our commitment to resolving complaints
We aim to provide reliable and professional removal and transport services. If something goes wrong, we want to know about it and put it right wherever reasonably possible. We will treat every complaint seriously, keep you informed at each stage, and handle your data and personal details with care.
We will always seek to:
Listen carefully to your concerns, understand what has happened from your point of view, investigate the facts objectively, respond within reasonable timescales, offer a clear explanation and, where appropriate, a suitable remedy, and learn from the experience to prevent similar issues in future.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our removals or man and van services that requires a response. This may include, for example, concerns about the standard of service, conduct or behaviour of crew members, loss or damage to items during a move, punctuality or reliability of collections and deliveries, clarity of quotes, billing or charges, and communication before, during or after your move.
Raising a complaint will not affect your right to use any other remedies that may be available to you, including legal options.
3. How to raise a complaint
You can make a complaint in writing or verbally. Written complaints are generally easier for us to review thoroughly, but we will accept complaints by any reasonable method.
When you contact us, please provide as much detail as you can, including your full name, the address where the service was carried out, the date of the service, a clear description of what went wrong, any supporting information such as inventory notes or photographs, and what outcome you are seeking, for example an explanation, apology, or compensation.
Clear information at the outset helps us to investigate your concerns more quickly and effectively.
4. Stage One – Initial review and acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate person to review it. We aim to acknowledge all complaints as soon as reasonably possible. In our acknowledgement we will confirm that we have received your complaint, provide the name or role of the person handling it, outline the next steps and likely timescales, and request any further information we may need to carry out a full investigation.
If your complaint can be resolved quickly, for example where the issue is straightforward or based on a clear misunderstanding, we will try to provide an immediate response and resolution.
5. Stage Two – Investigation and response
Where a more detailed review is required, we will conduct an internal investigation. This may include checking booking records and quotations, reviewing collection and delivery notes, vehicle logs and crew reports, assessing any photos or evidence you have supplied, and speaking to the crew members or staff involved.
Following the investigation, we will provide a written response that explains what we have found, addresses each main issue you have raised, confirms whether your complaint is upheld in full, in part, or not upheld, and sets out any actions we will take, such as an apology, corrective steps, service improvements, or a proposed remedy where appropriate.
We aim to issue a full response within a reasonable timeframe. If the matter is complex or requires additional time, we will let you know and keep you updated on progress.
6. Possible outcomes and remedies
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include an explanation or clarification where there has been a misunderstanding, an apology for any inconvenience caused, practical steps to correct an issue where possible, a review of our internal procedures, training or guidance for staff or crew, and, where appropriate and subject to our terms and conditions, a financial or other form of remedy.
Any remedy will reflect the specific circumstances of the complaint, our contractual obligations, and the evidence available.
7. If you remain dissatisfied
If you are not satisfied with our Stage Two response, you may ask for your complaint to be reviewed again. When requesting a further review, please explain why you remain unhappy with the outcome, and highlight any specific points you feel have not been addressed or any new information you wish us to consider.
We will arrange for your complaint and our earlier handling of it to be reconsidered, where possible by someone who was not directly involved in the initial investigation. You will then receive a final response explaining our position.
8. Timescales for raising complaints
We encourage customers to raise complaints as soon as possible after the event, while details are still clear and supporting evidence is more readily available. Reporting issues at an early stage also increases the likelihood that we can put things right quickly.
Delays in reporting may affect our ability to investigate fully, particularly in matters involving perishable evidence, third-party facilities, or time-limited records. However, we will always do our best to review any complaint made in good faith.
9. Fair treatment and data protection
We expect all parties to be treated respectfully throughout the complaints process. Aggressive, abusive or discriminatory behaviour towards our staff or crew will not be tolerated and may affect how we are able to communicate with you.
Any personal information you provide in connection with a complaint will be handled in line with applicable data protection principles. We will use your information only for the purposes of investigating and resolving your complaint and for improving our services.
10. Continuous improvement
Every complaint received by Man with Van Crews Hill is recorded and reviewed so we can identify patterns, recurring issues and areas where our removals and man and van services can be improved. This may lead to updated processes, revised training for team members, or adjustments to how we plan and deliver moves.
By telling us when something has gone wrong, you help us raise our standards and deliver a more reliable and efficient service to all customers using our man and van and removal services in our operating area.
This Complaints Procedure is intended to give clear guidance on how we handle concerns and what you can expect from us at each stage. It does not affect your statutory rights or any protections available to you under consumer law.
