Complaints Procedure

Complaints Procedure for Hounslow Man and Van

Hounslow Man and Van is committed to providing reliable, professional removal and man and van services. We aim to handle every move with care, clear communication, and punctuality. However, we recognise that on rare occasions things may go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our home and office removals service. When you raise a concern, we will:

Listen carefully to what has happened, treat you with respect, and handle your information sensitively. We will investigate your complaint fairly and promptly, aim to resolve issues as quickly as possible, and keep you informed throughout. Where we have made a mistake, we will explain what went wrong, apologise where appropriate, and let you know what we will do to put matters right where reasonably possible.

What This Complaints Procedure Covers

This procedure applies to complaints about our removal and man and van services, including but not limited to booking and quotations, punctuality and attendance on the booked date, conduct and behaviour of staff, handling and transportation of your belongings, damage to property or loss of items, and administration or communication issues. It is intended for private customers and business clients using our moving services.

Raising an Informal Concern

In many cases, issues can be resolved quickly by speaking directly with the team member you have been dealing with or the supervisor on the day of your move. If a problem arises during loading, transport, or unloading, we encourage you to raise it as soon as possible so that we can address it immediately. An informal discussion often allows us to reach a practical solution on the spot, such as adjusting how items are handled or clarifying the agreed scope of work.

If your concern cannot be resolved informally, or you prefer a more formal review, you can make a formal complaint as described below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our removals or man and van services, please set out your concerns in writing. Providing written details helps us understand the situation clearly and investigate thoroughly. When sending your complaint, please include your full name, your preferred method for us to respond, the date of your move or booking, a clear description of what went wrong, and any relevant information such as inventories, photographs, or written agreements.

Please raise your complaint as soon as reasonably possible and within a reasonable time after the service was provided. This allows us to obtain accurate information from the team involved and review any records relating to your move.

What Happens After You Complain

When we receive your formal complaint, we will acknowledge it within a reasonable period of time. We will then review your complaint and gather any necessary information. This may include speaking to the staff who carried out your move, reviewing notes, job sheets, or photographs taken on the day, and assessing any evidence you have provided.

We aim to complete our investigation and provide you with a written response within a reasonable timescale. If we need more time due to the complexity of the issues raised, we will let you know and explain why there is a delay and when you can expect a full response.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide a clear written response. This will usually include a summary of your complaint, a description of the steps we took to investigate, our findings based on the information available, and our decision and any actions we will take. Where we find that our service did not meet our usual standards, we may offer practical steps to resolve the issue, which could include an apology, service correction where possible, or another form of remedy that is fair and reasonable in the circumstances.

Complaints Involving Damage or Loss

If your complaint relates to damage to property or loss of items during a move, please report this as soon as you become aware of it. To help us investigate, provide a description of the item or area affected, photographs showing the damage where possible, and any supporting documents such as purchase information or valuations if available. We will consider the condition of items before the move, the terms agreed for your move, and any limitations or exclusions that were explained to you before the service. We will then assess what, if any, remedy is appropriate, taking into account our responsibilities and any applicable terms and conditions.

Escalation of Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed again. In your request, please explain why you remain unhappy and what outcome you are seeking. A different member of our management team, where possible, will review the complaint, the investigation, and the decision already made. We will then communicate the outcome of this further review to you in writing.

Using Feedback to Improve Our Service

Every complaint, whether resolved informally or through the formal process, is recorded and reviewed. We analyse complaint trends to identify areas where our house removals, flat moves, office relocations, or general man and van services can be improved. This may lead to changes in staff training, updates to our procedures, clearer communication at the quotation stage, or improvements in how we protect and handle customers possessions.

Confidentiality and Data Protection

We handle all complaints in confidence and limit access to your information to staff who need it to investigate and resolve the issues raised. Any personal data provided in connection with a complaint will be processed in line with our obligations under data protection laws and used only for managing and learning from the complaint.

Review of This Complaints Procedure

Hounslow Man and Van keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective for customers using our moving services. We may update the procedure from time to time to reflect changes in our operations, legal requirements, or industry best practice.