Complaints Procedure

Complaints Procedure for Man with Van Homerton Customers

Man with Van Homerton 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. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

This procedure is designed to ensure that all complaints are handled consistently, fairly, and promptly. It applies to all customers who use our moving, transport and related services, whether for homes, flats, offices or smaller removals. Our aims are to make it easy for you to tell us if something has gone wrong, to listen carefully, and to provide a clear outcome.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response. This may include concerns about the standard of our work, conduct of our staff or subcontractors, the way a booking was handled, punctuality, communication, or how we have applied our terms and conditions.

We also welcome feedback that does not require a formal response. However, if you tell us you are unhappy and want us to investigate or reply, we will treat this as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while details are still fresh. When you contact us, please include the following information where possible:

1. Your full name and preferred method of contact.
2. The date and approximate time of the service.
3. The pick-up and drop-off locations used for your removal or transport.
4. A clear description of what went wrong and how it affected you.
5. Any relevant booking references or job numbers.
6. Any evidence that may help us understand the issue, such as photos or an inventory list.

If you are unable to provide all of this information, we will still accept and review your complaint, but having these details will help us respond more quickly and accurately.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system. We will normally acknowledge your complaint within three working days. This acknowledgement will confirm that we have received your concerns and will be looking into them. At this stage, we may contact you to request further information or clarification.

Where appropriate and possible, we will also attempt to resolve straightforward issues immediately at this stage, for example where there is a simple misunderstanding or a minor issue that can be quickly remedied.

Stage Two: Investigation and Response

For complaints requiring a more detailed review, we will carry out a thorough investigation. This may include speaking to the driver or removal team who carried out your job, reviewing any notes made on the day, checking job sheets and inventories, and assessing any photos or evidence you have provided.

We will aim to provide a full written response to your complaint within 14 working days of acknowledging it. If the investigation is likely to take longer, we will let you know the reason for the delay and provide an updated timeframe.

Our response will set out the findings of our investigation, any factors we have taken into account, and the outcome. Where we find that something has gone wrong, we will explain what we will do to put things right, which may include an apology, corrective work, or other forms of redress in line with our terms and conditions.

Stage Three: Further Review

If you are not satisfied with our response at Stage Two, you may request a further review. You should do this within 14 days of receiving our written outcome, explaining why you remain dissatisfied and what outcome you are seeking.

A more senior member of our team, who was not directly involved in the original investigation, will review your complaint. They may revisit the evidence, request additional information, or speak again to those involved. We will then write to you with a final decision, usually within 14 working days of receiving your request for a review.

Time Limits for Making a Complaint

We ask that complaints are made as soon as possible and normally within 30 days of the date the service was provided. This enables us to investigate effectively while information is still available. In exceptional circumstances, we may consider complaints made outside this timeframe, especially where there is a good reason for the delay.

Our Commitment to Fair Treatment

All complaints are handled confidentially and with respect. Raising a concern with us will not affect any ongoing or future bookings you may have. We do not tolerate any form of discrimination or unfair treatment and will ensure that your complaint is considered solely on the facts and evidence available.

We expect our staff and customers to communicate respectfully throughout the process. If a complaint includes abusive or threatening language or behaviour, we may limit the ways in which we communicate with you, but this will not prevent us from addressing the substance of your concerns.

Using Complaints to Improve Our Service

We view complaints as an important source of learning. Where our investigation identifies areas for improvement, we may introduce additional training, adjust our procedures, or update our guidance for drivers and removal teams. Our aim is to make the moving process smoother and more reliable for all customers who rely on our man and van and removal services.

Record Keeping

We keep a record of all complaints, investigations, outcomes and any actions taken. These records help us monitor patterns, identify recurring issues, and review the effectiveness of this Complaints Procedure over time. Records are stored securely and handled in line with our data protection responsibilities.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, customer expectations, or regulatory requirements. The version you are reading sets out how complaints are currently managed by Man with Van Homerton.