Complaints Procedure
West Hampstead Man and Van Complaints Procedure
West Hampstead Man and Van is committed to providing a professional and reliable removals and man and van service. We understand that occasionally things may not go as planned, and we take every complaint seriously. This complaints procedure explains how you can tell us about a problem, how we will respond, and what you can expect from us at each stage.
Our Commitment to Customers
We aim to deliver a smooth, stress-free moving experience for every customer, whether you are moving home, relocating a flat, or arranging a small office move. When something goes wrong, we want to know so we can put it right and improve our service for future customers. We will always treat your concerns fairly, respectfully and in confidence.
What This Procedure Covers
This complaints procedure applies to all services provided by West Hampstead Man and Van, including but not limited to household removals, man and van hire, packing assistance, loading and unloading, and local transport of goods. It covers issues such as service quality, conduct of staff, punctuality, damage to property or belongings, and any other aspect of your experience with our moving service.
Raising a Complaint
If you are unhappy with any part of our service, please raise the issue as soon as possible so that we have the best chance to resolve it promptly. You can make a complaint verbally to a member of our team during or immediately after the move, or you can submit a written complaint after the move has been completed.
When you contact us, please provide the following information to help us investigate your concerns effectively:
• Your full name and the address where the service was provided
• The date of your move and any reference or booking number you were given
• A clear description of what went wrong and how it affected you
• Details of any conversations you had with our team about the issue
• Photographs or other evidence, where relevant, especially for any damage claims
Time Limits for Making a Complaint
We ask that you raise any concerns about our service as soon as you reasonably can. For damage to property or belongings, you should notify us as soon as you discover the issue. Where possible, complaints should be raised within 7 days of the service being carried out, as this allows us to review work logs, speak to staff while events are still recent, and consider any practical remedies.
How We Handle Your Complaint
Once we receive your complaint, we will follow a clear and structured process to make sure it is handled fairly and efficiently.
Stage 1: Initial Review
A member of our team will acknowledge your complaint and review the details you have provided. Where necessary, we may contact you for further information or clarification. We will also consult our job records, schedules, and any notes made by our drivers or porters on the day of your move.
Stage 2: Investigation
We will investigate the events that led to your complaint. This may include speaking to the staff who carried out your move, reviewing any photographs or evidence provided, and considering our terms of service and any relevant policies such as insurance or liability guidance for removals work.
Stage 3: Response and Outcome
After completing our investigation, we will provide you with a clear written response. This response will explain:
• Our understanding of what happened
• Whether we uphold your complaint, in full or in part
• Any steps we have taken to put things right
• Any changes we plan to make to improve our removals and man and van services
Where appropriate, we may offer practical remedies such as a partial refund, a gesture of goodwill, or assistance with repair or replacement in line with our terms and any applicable insurance or coverage.
Timescales
We aim to acknowledge your complaint promptly once it is received. We will then seek to provide a full response within a reasonable timeframe, usually within 14 working days. If, for any reason, our investigation will take longer, we will let you know and give you an estimated date by which we expect to respond in full.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint at the first stage, you can ask for it to be reviewed again. Your complaint will then be reassessed, taking into account any new information you provide and our previous response. We will confirm the result of this review and explain the reasons for our decision.
Claims for Loss or Damage
In the event that your complaint relates to loss of or damage to your belongings, we will review the circumstances in line with our service terms and any limitations or exclusions that may apply. This may include considering how items were packed, whether protective wrapping was requested, access conditions at the properties, and any pre-existing damage recorded. You may be asked to provide photographs and details of the value of any item you believe has been damaged during the move.
Using Complaints to Improve Our Service
Every complaint, whether large or small, helps West Hampstead Man and Van improve the way we plan, schedule and carry out removals and man and van bookings. We review complaints on a regular basis to identify patterns or recurring issues. This allows us to update staff training, refine our customer communication, and strengthen our procedures around loading, transport and handling of goods.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with members of our team who need it to investigate and resolve your concerns. We will store complaint records securely and retain them only for as long as necessary for legal, regulatory or legitimate business purposes.
Feedback and Compliments
We also welcome positive feedback about our movers, drivers and customer service team. Compliments help us recognise good work and maintain high standards across all our local removals and man and van services. Whether your experience is positive or negative, your feedback is important to us.
