Complaints Procedure for Man and Van West Hampstead
Man and Van West Hampstead is committed to providing a reliable, professional and courteous moving service. We recognise that, on occasion, things may not go as planned and customers may wish to raise a concern or complaint. This Complaints Procedure explains how you can tell us about a problem, what information we need from you, and how we will respond and work towards a fair resolution.
Our Commitment to You
We aim to handle all complaints promptly, fairly and consistently. We see all feedback as an opportunity to improve our man and van and local removal services. We will always treat you with respect and expect our staff to be treated with respect in return throughout the complaints process.
What This Procedure Covers
This Complaints Procedure applies to concerns about our services, including but not limited to:
Issues with local or longer distance moves, delays in collection or delivery, staff conduct and behaviour, handling of belongings, vehicle punctuality, communication before, during or after your move, and billing or quotation disputes. It does not cover matters that are being dealt with by a court or that have already been the subject of a final decision under this procedure.
Raising an Informal Concern
If a problem arises during your move or shortly afterwards, we encourage you to raise it informally in the first instance. Where possible, speak to the driver or member of staff on site at the time of your move. Many issues can be resolved quickly when raised early.
If the matter cannot be resolved on the day, you can contact our office to explain the situation. Please provide your full name, the date of your move, the collection and delivery locations, and a brief description of what went wrong. We will aim to respond informally and clarify any misunderstandings or offer a practical solution where appropriate.
Making a Formal Complaint
If you are not satisfied with the outcome of an informal discussion, or if you prefer to make a formal complaint from the outset, you can do so in writing. Written complaints help us review all details carefully and keep a clear record of what has happened.
When making a formal complaint, please include the following information:
Your full name and any reference for your booking, the date and time of your move, details of the collection and delivery addresses, a clear description of your concerns, including relevant times, locations and the names of any staff members you dealt with, details of any damage or loss, including photographs if available, and what outcome or resolution you are seeking.
We recommend that you submit your complaint as soon as possible after the issue occurs and, wherever practicable, within 14 days of your move. Complaints raised promptly are easier to investigate fully.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will log it and begin our investigation. Our complaints handling process generally follows these stages:
First we will acknowledge receipt of your complaint. We will then review the details you have provided, speak with the staff involved, and examine any relevant documentation, such as booking records, job sheets and communications about your removal. We may contact you to clarify points or request additional information. After completing our investigation, we will provide a written response explaining our findings, any steps we have taken to resolve the matter, and any further actions we propose.
We aim to provide a full response within a reasonable timeframe. If the investigation is likely to take longer than usual, we will let you know and keep you updated on progress.
Outcomes and Resolution
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include an explanation or clarification about what happened, an apology where we are at fault, practical steps to put things right where reasonably possible, and, where appropriate and justified, a financial gesture or compensation in line with our terms and conditions and any applicable insurance cover.
Our goal is always to reach a fair and proportionate outcome based on the evidence available and the level of service we have agreed to provide.
Complaints About Damage or Loss
If your complaint relates to damage or loss of items during a move, please notify us as soon as you become aware of the issue. To assist our assessment, we may request details of the items affected, photographs showing the damage, proof of purchase or value where available, and any relevant packaging or condition notes taken before the move.
All claims for damage or loss will be considered in accordance with our terms and conditions and any insurance arrangements in place at the time of your booking. It is important that you review and understand those terms when arranging your move.
If You Remain Dissatisfied
If, after receiving our written response, you believe your complaint has not been handled fairly or fully, you may ask for a further review. In your request, please explain why you are not satisfied with the outcome and highlight any information you feel has been overlooked.
A senior member of our team will then re-examine your complaint, along with our original investigation and response. They may contact you for more information if needed. Following this review, we will provide a final written decision. This final response will set out our position clearly and explain any further steps we are able to take.
Using Your Feedback to Improve Our Service
We regularly review complaints and feedback to identify patterns and areas where we can improve our moving and man and van services. This may include additional staff training, updates to our procedures, or improvements to how we communicate with customers before and during a move.
By letting us know when something has gone wrong, you help us raise our standards and provide a better service for all customers in our service area.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with our obligations under data protection law. Information will only be shared internally with those who need it to investigate and resolve your complaint. We will retain records of complaints for an appropriate period so that we can monitor performance and improve our services.
Review of This Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and fit for purpose. We may update it from time to time to reflect changes in our services, customer expectations or relevant regulations. The version published on our website will always be the most current.
Man and Van West Hampstead values your custom and takes all complaints seriously. If you have any concerns about our removal or man and van services, we encourage you to use this procedure so that we can address the issue and continue to improve.
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| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: NW6 3DD
City: London
Country: United Kingdom
Web: https://manandvanwesthampstead.org.uk/
Description: Our West Hampstead, NW6 moving professionals are able to provide you with reliable same-day service. Reserve your appointment right away.
