Complaints Procedure

Complaints Procedure for West Hampstead Man and Van

West Hampstead Man and Van is committed to delivering reliable, professional moving services for local homes, flats and offices. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure covers complaints related to our man and van and removal services, including but not limited to bookings, punctuality, conduct of staff, handling of items, charges and invoicing, and after-move support. It applies to private customers, landlords, tenants and business clients using our moving or transport services.

Issues that can usually be resolved informally on the day with the team on site do not have to follow the full procedure, but you are always entitled to use this formal process if you are not satisfied with an informal outcome.

Our Commitments When Handling Complaints

When you raise a complaint with West Hampstead Man and Van, we will:

Listen to your concerns carefully and treat you with respect at all times.

Handle your complaint fairly, consistently and without discrimination.

Seek to resolve your complaint as quickly as possible, normally within the timeframes set out below.

Keep a clear record of your complaint and any actions taken.

Use the feedback to review and improve our moving and man and van services.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints help us investigate more accurately, especially for issues involving item condition, timings or charges.

Please provide the following information when you contact us:

Your full name and, if relevant, the name of any business or organisation.

The date and location of your move or man and van service.

A clear description of what went wrong and what outcome you are seeking.

Any relevant supporting information, such as booking references or photographic evidence of damage.

We recommend that you submit your complaint as soon as possible after the event, ideally within 14 days of the service. This allows us to investigate while details are still fresh and any evidence can be reviewed.

Stage One: Initial Review and Response

Once we receive your complaint, we will log it and carry out an initial review. At this stage we will:

Acknowledge your complaint and confirm that it is being investigated.

Identify the team members involved in your booking and gather any relevant information, including schedules, job sheets and notes.

In most cases, we aim to provide an initial response within 5 working days. This may be a full response where the matter is straightforward or an update if further investigation is required.

Where appropriate, we may contact you to clarify any details or to discuss possible solutions such as remedial work, a goodwill gesture or a partial refund. Any proposed resolution will be based on the specifics of your case and the terms agreed at the time of booking.

Stage Two: Detailed Investigation

If your complaint is more complex, involves disputed facts, or cannot be resolved at Stage One, it will move to Stage Two. At this stage, a senior member of our team will review the matter in more detail. We may:

Request additional information from you.

Speak to the operatives who carried out the move.

Review any photographs, job records or other supporting documentation.

We aim to complete this detailed investigation and provide a written outcome within 15 working days of moving your complaint to Stage Two. If the investigation is likely to take longer, we will inform you of the reason and provide an updated timescale.

Stage Three: Final Review

If you remain dissatisfied after our Stage Two response, you can request a final review. At this stage, another senior representative, who has not previously been involved in your case, will reconsider the complaint and the actions taken so far.

This final review will normally be completed within 15 working days. Once completed, we will write to you explaining our final position on the matter and any further actions we are prepared to take. This is the final stage of our internal complaints procedure.

Complaints About Loss or Damage

We take great care when handling your possessions, from single-item moves to full home and office relocations. If you believe that an item has been lost or damaged during a move, you should notify us as soon as you become aware of the issue.

For loss or damage complaints, we may ask for:

A description of the item and its approximate age and value.

Photographs of any damage.

Details of where the item was located before and after the move.

We will review these details alongside our internal records and the terms of your booking. Any offer of repair, replacement or compensation will be considered carefully and will reflect the information available and any relevant limitations or exclusions explained in our service terms.

Behavior and Conduct During the Process

Our team will always treat you courteously and with professionalism, and we ask that you do the same in return. We understand that moving home or office can be stressful, especially when something goes wrong, but we will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. In such cases, we may limit communication to written channels.

Using Feedback to Improve Our Service

Every complaint is reviewed as part of our ongoing efforts to maintain and improve the quality of our moving and man and van services. Where we identify patterns or recurring issues, we will take practical steps, such as additional staff training, clearer communication at booking stage, or improvements to packing and loading procedures.

Record Keeping

We keep records of all complaints, including the date received, details of the issue, actions taken and the final outcome. These records are retained in line with our data protection responsibilities and are used only to manage your complaint and improve our services.

Closing a Complaint

A complaint will be considered closed when:

You confirm that you are satisfied with the outcome; or

We have issued our final response following the Stage Three review and you do not contact us again within a reasonable period; or

We advise you that we can take the matter no further and have explained our reasons in writing.

West Hampstead Man and Van values your feedback, whether positive or negative. By following this procedure, we aim to resolve issues fairly and transparently while continuing to provide dependable removal and man and van services across our operating area.