Complaints Procedure
Hampstead Man and Van Complaints Procedure
Hampstead Man and Van is committed to providing a reliable, professional and considerate removals and man and van service. We aim to handle your property with care and to support you through each stage of your move. If something goes wrong or you are unhappy with any aspect of our service, we want to know so we can put things right and improve for the future.
This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Purpose and Scope of this Procedure
This procedure applies to all customers who use our moving, packing, loading, transport, or related services. You may raise a complaint about any part of our work, including:
Quality of service delivered on the day of your move, behaviour or conduct of our team members, punctuality, delays, cancellations or rescheduled bookings, handling, loading, unloading or transport of your belongings, invoicing, charges, or other administrative matters, communication before, during, or after your move.
We treat all complaints seriously, whether they are minor concerns or more significant issues relating to your removals experience.
Our Commitments to You
When you raise a complaint with Hampstead Man and Van, we will:
Listen to your concerns and treat your complaint with respect and fairness. Acknowledge your complaint promptly. Aim to resolve your concerns as quickly as possible, ideally at the first point of contact. Carry out a fair and objective review of what happened. Keep you informed about progress and the outcome. Use your feedback to improve our services and prevent similar issues in the future.
Step 1: Raising an Informal Complaint
Many issues can be resolved quickly and informally. If a problem arises during your move, please speak to the team leader on site as soon as you become aware of it. They will do their best to put matters right there and then, where possible.
If the issue cannot be resolved on the day or you only become aware of it afterwards, you can contact our office to discuss your concerns. Please provide your full name, the date of your move, your booking reference if known, and a clear description of what went wrong. Wherever possible, we will seek to resolve your complaint informally at this stage.
Step 2: Making a Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if you feel the matter is too serious to be dealt with informally, you can make a formal complaint.
When submitting a formal complaint, please include the following information so that we can review your case efficiently:
Your full name and contact details, the date and location of your move, a description of the services you booked, a clear explanation of the issue, including times and events where possible, details of any conversations already held with our team about the matter, and any supporting information such as photographs or inventories relating to damaged or missing items.
We encourage you to make your formal complaint as soon as possible after the event so that details remain clear and records are easier to review.
Acknowledgement and Timescales
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we are investigating and may ask for further details if we need more information to understand your concerns fully.
We will then conduct a thorough review, which may include speaking with the staff involved, checking schedules and logs, and examining any relevant documentation or photographs. We aim to provide a full written response once our investigation is complete. If the matter is complex or requires more time, we will update you on the progress and let you know when you can expect a final reply.
How We Assess and Resolve Complaints
Our priority is to handle complaints fairly and consistently. When we review your case, we will consider what was agreed in advance of your move, what happened on the day, any evidence you provide, and our own records.
Possible outcomes may include an explanation of what happened and why, an apology where appropriate, steps to put things right where reasonably possible, and information on changes we may make to our procedures or training to reduce the chance of a similar issue arising again.
Where a complaint involves alleged damage or loss, we may request supporting evidence such as photographs, purchase information, or condition reports. This helps us assess the situation accurately and decide whether a remedy is appropriate.
If You Are Unhappy with the Outcome
If, after receiving our formal response, you remain dissatisfied, you may ask us to review the complaint again. In this case, a more senior member of our team will re-examine the information, the way the original decision was made, and any additional details you wish to provide.
We will then issue a further response setting out our final position. At this point, we will clearly explain the reasons for our decision and any further options that may be available to you.
Customer Responsibilities
To help us manage complaints effectively and fairly, we ask that you:
Raise concerns as soon as possible after they arise. Provide accurate and complete information, including dates, times and descriptions of events. Keep any relevant documentation or photographs. Communicate with our team courteously so that we can work together towards a resolution.
We understand that moving can be stressful, and we aim to handle all concerns with sensitivity and understanding.
Continuous Improvement
Every complaint is an opportunity for us to improve our removals and man and van services. We regularly review feedback and complaint outcomes to identify patterns, training needs, and ways to enhance our processes, from initial booking and planning through to packing, loading, transport and delivery.
By following this Complaints Procedure, we aim to resolve issues fairly and transparently while maintaining the high standards of care and professionalism that our customers expect when trusting us with their move.
