Man with Van Ham Complaints Procedure

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

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Ham, including man and van hire, domestic and commercial moves, packing assistance, and related removal services. It covers issues such as service quality, communication, punctuality, handling of belongings, and conduct of our staff or contractors.

This procedure does not cover general enquiries, quotes, or requests for information. It is intended only for situations where you are dissatisfied with some aspect of our service and wish to make a formal complaint.

Our Commitments to You

When you raise a complaint with Man with Van Ham, we will:

Listen to your concerns and treat you with respect and courtesy at all times. Take your complaint seriously and handle it in a fair and consistent way. Investigate the matter thoroughly, using all available information. Aim to resolve the issue as quickly as possible. Keep you informed about the progress of your complaint and the outcome. Use your feedback to improve our removal services and internal procedures.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible after the issue arises. This gives us the best opportunity to understand what has happened and to address it promptly.

You can make a complaint in writing. Please include the following information so we can handle your case efficiently:

Your full name and preferred contact details. The date of your move or service and any booking reference you may have. A clear description of what happened, including times, locations, and who was involved where known. Details of any loss or damage to property, with estimates or evidence where available. Any steps already taken to discuss the issue with a member of our team. What outcome you are seeking, such as an explanation, an apology, corrective work, or reimbursement where appropriate.

Please ensure that your description is as detailed and accurate as possible. This will help us understand the situation and avoid unnecessary delays.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system for monitoring and quality control purposes. We will then provide an acknowledgement, confirming that we have received your complaint and that it is being reviewed.

At this stage, we may contact you to clarify any information or to request additional details that are necessary for us to carry out a proper investigation. We aim to complete this initial review and acknowledgement within a reasonable timeframe.

Stage Two: Investigation of Your Complaint

After acknowledging your complaint, we will appoint a member of the team to investigate the matter. The investigation may involve:

Reviewing the original booking details, job notes, and any signed documents. Speaking with the removal staff or drivers who attended the job. Examining any photographs, inventories, or other evidence provided. Reviewing our internal policies and procedures that may be relevant.

We aim to complete the investigation and provide a written response within a reasonable timescale. More complex cases, such as those involving multiple parties or significant damage, may take longer. If we anticipate a delay, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

Once the investigation is complete, we will write to you with a clear explanation of our findings and the reasons for our decision. Depending on the outcome, we may offer one or more of the following:

An explanation of what happened and why. An apology where the service did not meet our standards. Practical steps to put things right where this is possible. A goodwill gesture, refund, or contribution towards repair or replacement, where appropriate and proportionate. Information about any changes we plan to make to our processes or training as a result of your complaint.

Any financial remedies will be considered in line with our terms and conditions and any applicable insurance arrangements.

Stage Three: Escalation of Your Complaint

If you are not satisfied with the outcome at Stage Two, you may ask for your complaint to be reviewed again. In your escalation request, please explain why you remain dissatisfied and identify any information you feel has not been properly considered.

Your complaint will then be reviewed by a more senior member of the team who was not directly involved in the original decision wherever possible. They will reassess the information, and may ask further questions or request additional evidence if needed. After this review, we will write to you again with our final position.

Timescales and Communication

We aim to handle complaints as promptly as possible. While the exact timescale may vary depending on the complexity of the issue, we will always aim to:

Acknowledge your complaint within a reasonable period. Keep you informed if further time is needed for investigation. Provide clear and understandable explanations at each stage.

If you have any accessibility requirements or need us to communicate in a particular way, please let us know when you submit your complaint so we can make appropriate adjustments.

Fair Treatment and Confidentiality

Man with Van Ham is committed to treating all customers fairly. Raising a complaint will not affect any ongoing or future services you receive from us. We will handle your information in a confidential manner and will only share details with those who need to know in order to investigate and resolve the issue.

All complaints are recorded and monitored. We use this information to identify trends, improve our operational standards, and enhance the experience for customers using our man and van and removal services.

Continuous Improvement

Your feedback is an essential part of how we maintain and improve service quality at Man with Van Ham. Even when a complaint is resolved, we may continue to review the underlying causes and take steps to prevent similar issues from arising again. By following this complaints procedure, you help us ensure that our removal services remain efficient, professional, and customer focused.