Man with Van Hainault Complaints Procedure

Man with Van Hainault aims to provide a reliable, professional and courteous removal service for every customer. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our man and van or removal services, how we will handle your complaint, and the timescales you can expect.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and fair route to raise issues, and to ensure that all complaints are handled consistently, promptly and transparently. We welcome feedback as an opportunity to improve our services, our communication, and our standards of care when handling your belongings and access to your property.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about the quality of the removal service, the conduct or attitude of our team, how we handled your possessions, punctuality and timing of collections or deliveries, adherence to agreed quotations or services, and our communication before, during, or after your move.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend that wherever possible you set out your concerns in writing so that we can fully understand the issues and refer back to the details during our investigation.

Please include the following information when making a complaint:

1. Your full name and the address where the service was provided. 2. The date and approximate time of your move or booking. 3. A clear description of what went wrong, including any relevant circumstances at the collection or delivery address. 4. Details of any damage, loss, delays or service failures you believe occurred. 5. Any steps already taken to resolve the issue informally with a driver or member of our team. 6. What outcome or resolution you are seeking.

We ask that complaints are raised as soon as reasonably possible after the incident, so we can investigate while events are still recent and evidence is easier to obtain.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within five working days. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and may request any further information we need to proceed with a full review.

Investigation of Your Complaint

A designated person in our team will review your complaint in detail. The investigation may include speaking with the driver and any staff involved in your booking, reviewing job sheets, consignment notes and photographs taken on the day, assessing any damage reports or packing notes, and considering our terms and conditions and any written agreements relating to your move.

We may contact you during the investigation if we need additional details, clarifications, or supporting evidence, such as photographs of any alleged damage. Providing clear and complete information helps us reach a fair and balanced decision more quickly.

Response Timescales

We aim to provide a full written response to your complaint within 20 working days of acknowledging it. If for any reason we are unable to meet this timescale, for example where the issues are complex or further evidence is required, we will let you know and provide an updated timescale for our response.

Our Decision and Possible Outcomes

Our written response will set out the findings of our investigation, whether your complaint is upheld in full, upheld in part, or not upheld, and the reasons for our decision. Where we identify that our service has fallen below the standards we set, we will explain what we propose to do to put matters right as far as reasonably possible.

Depending on the nature of the complaint and our terms and conditions, possible outcomes may include an apology and explanation, corrective action to improve our procedures, practical remedies where appropriate and proportionate, and any other steps we consider fair in the circumstances.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Man with Van Hainault. When requesting an escalation, please explain why you are unhappy with the original decision and identify any information you believe was overlooked.

The escalation review will focus on whether the original investigation was thorough and fair, and whether the outcome was reasonable based on the evidence available. We will normally aim to respond to an escalated complaint within 20 working days. If additional time is required, you will be informed.

Complaints About Damage or Loss

Where your complaint relates to damage to property or belongings, or to alleged loss of items during the move, we may require supporting evidence such as photographs, proof of ownership and value, and details of the condition of items before the move. We strongly recommend that customers bring any concerns about potential damage to our attention as soon as they are discovered, ideally on the day of the move or shortly afterwards.

All claims will be considered in line with our terms and conditions, which set out our responsibilities and any exclusions or limitations relating to packing, access, dismantling, reassembly, and pre-existing wear or defects.

Using This Procedure Fairly

We are committed to treating all customers fairly and respectfully, and we expect to be treated in the same way. We may decide to limit communication if a complaint becomes abusive, threatening, or clearly unreasonable, while still considering any genuine issues raised.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas where we can improve our removal and man and van services. This may include additional staff training, changes to our booking and communication processes, or improvements to how we handle and protect your belongings during transit and at your property.

Changes to This Complaints Procedure

Man with Van Hainault may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable industry standards. The version in force at the time you raise your complaint will apply to how that complaint is handled.