Complaints Procedure

Man with Van Hampton Complaints Procedure

Man with Van Hampton is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Scope of this complaints procedure

This procedure covers complaints relating to any moving, man and van, packing, loading, unloading, or related services carried out by Man with Van Hampton. It applies to all domestic and small business customers using our services. It is designed for issues such as service quality, conduct of staff or drivers, handling of belongings, punctuality, communication and any other aspect of our work that you feel has not met the standards you reasonably expected.

This procedure does not cover matters that are being dealt with through legal proceedings or insurance claims that are solely within the remit of an insurer. However, if you are unsure whether your concern is covered, you are encouraged to raise it and we will guide you on the appropriate next steps.

Our commitment to fair handling of complaints

We will treat all complaints seriously and fairly. We aim to handle every concern promptly, respectfully and without prejudice. We will investigate based on the information provided, listen to your point of view, consider the facts available, and provide a clear response. We will also use what we learn from complaints to review and develop our man and van and removal services.

How to make a complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or verbally. Written complaints usually help us understand the full details and timeline more clearly, and we encourage you to set out as much information as possible, including:

1. Your full name and any reference or booking details relating to your move.
2. The date on which the service took place, or was scheduled to take place.
3. A clear description of what went wrong, including times, locations and the people involved where possible.
4. Details of any loss or damage you believe occurred.
5. Any steps already taken to resolve the issue and the outcome of those steps.
6. What you feel would be a fair resolution.

Providing detailed information from the outset helps us investigate quickly and thoroughly. If you are unable to provide all of this information, you should still make your complaint and we will work with you to clarify any missing details.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will record it in our system and arrange for an appropriate member of our team to review it. We aim to acknowledge all complaints within a reasonable period, confirming that we have received your concerns and that an investigation has begun. Where possible, we will provide the name or role of the person handling your case.

If we need more information to understand your complaint, we may contact you to clarify particular points or to request supporting information such as photographs, inventory lists, or copies of any relevant paperwork.

Stage 2: Investigation of your complaint

The person handling your complaint will investigate by reviewing booking records, service notes, job sheets, staff reports, and any other relevant documentation. They may also speak with the driver, porters, or office team members involved in your move or booking. Our goal is to gain a full and balanced understanding of what happened.

During this stage, we may contact you to discuss the situation in more detail and to ensure that we fully understand your perspective. We aim to complete investigations in a timely manner, but the time required may vary depending on the complexity of the issue and the availability of information. If we anticipate that it will take longer than usual to complete the investigation, we will let you know.

Stage 3: Response and proposed resolution

After we have completed our investigation, we will provide you with a clear response explaining our findings. Where appropriate, we will:

1. Explain what we understand to have happened and why.
2. Confirm whether we uphold your complaint in full, in part, or not at all.
3. Outline any steps we have already taken, or will take, to put things right.
4. Describe any measures we will introduce to help prevent similar issues in the future.

Possible resolutions may include an apology, corrective action, a gesture of goodwill or other forms of redress, depending on the specific circumstances and in line with our terms and conditions. We will always aim for a solution that is fair and proportionate.

Stage 4: If you remain dissatisfied

If you are not satisfied with our response, you should let us know, explaining which aspects of the outcome you disagree with and why. Where appropriate, we may arrange for a more senior member of our team to review both your original complaint and the way it was handled. They may revisit the investigation, request further information, or speak again with those involved before providing a final position.

Once this review is complete, we will explain our final decision and the reasons for it. At this point, if you remain unhappy, you may choose to seek independent advice regarding your options.

Your responsibilities when making a complaint

To help us deal with your complaint efficiently, we ask that you raise any concerns as soon as reasonably possible after the event, keep your description factual and clear, and provide any documents or evidence you have. We also ask that all communication remains polite and respectful. We reserve the right to end communication where behaviour becomes abusive or threatening, though this will not affect our obligation to review any legitimate issues raised.

Using complaints to improve our service

Every complaint is an opportunity for us to review how we operate and to strengthen our service across our man and van and removal work. We may use the information we gather to provide additional staff training, adjust procedures, improve communication with customers, or refine how we plan and carry out moves. Our goal is to provide a dependable, careful and considerate service for every customer, every time.

By setting out this complaints procedure clearly, Man with Van Hampton aims to ensure that any concerns about our removal services are handled in a transparent, consistent and fair way. We are grateful to customers who take the time to share their experiences with us and help us keep improving.