Complaints Procedure
Hammersmith Man and Van Complaints Procedure
Hammersmith Man and Van is committed to providing reliable, efficient and professional moving services for our customers. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so that we can put things right and improve our removals and man and van services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to You
We aim to deliver a high standard of customer care before, during and after every move. If you are dissatisfied with any aspect of our removal services, we will treat your complaint seriously and handle it in a fair, respectful and transparent way. Our key commitments are:
We will make it easy for you to tell us about a problem. We will listen carefully and seek to understand what went wrong. We will investigate complaints thoroughly and objectively. We will respond in clear, plain language and avoid unnecessary delay. Where we are at fault, we will apologise and look to offer a reasonable resolution. We will use the feedback we receive to help improve our services across our operating area.
What This Procedure Covers
This complaints procedure applies to all services provided by Hammersmith Man and Van, including man and van hire, home moves, flat moves, office relocations, packing assistance and related removal activities. It covers issues such as the quality of our service, conduct of our staff or contractors, punctuality, handling of goods, adherence to agreed instructions, and the accuracy of information provided before or during your move.
This procedure does not replace your statutory rights as a consumer or any rights that may be set out in your contract or in applicable legislation. It is designed to sit alongside those rights and provide a clear internal process for raising and resolving complaints.
How to Make a Complaint
You can raise a complaint as soon as you become aware of an issue. We encourage you to contact us as soon as possible after your move, while the details are still clear. You may raise a complaint in writing or verbally, using any of our standard contact channels mentioned on our website or in your booking confirmation.
When you contact us, please provide the following information so that we can deal with your complaint efficiently:
Your full name and the address where the service was carried out. Your preferred method of contact. The date of your move or booking reference. A clear description of what went wrong, including dates, times and any individuals involved if known. Any supporting details, such as photographs, inventories, or notes made on the day of the move.
If you require assistance in making a complaint, for example due to language or accessibility needs, please let us know when you contact us so that we can offer appropriate support.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. At this stage, a member of our team will review the information you have provided and may contact you to clarify details or request further evidence, particularly if your complaint relates to damaged or missing items.
We aim to provide an initial response within a reasonable timeframe, setting out our understanding of your complaint and the steps we propose to take to investigate. In many cases, especially where the issue is straightforward, we will be able to offer a resolution at this stage. This might include an explanation, an apology, corrective action, or where appropriate a proposal for compensation in line with our terms and conditions.
Stage Two: Detailed Investigation
If your complaint is more complex or cannot be resolved immediately, it will be escalated for a more detailed investigation. This may involve speaking with the team members who carried out your move, reviewing job records and vehicle logs, examining any incident reports, and assessing photographs or other evidence you have provided.
We will keep you informed of progress and will aim to complete our investigation within a reasonable period, depending on the nature and complexity of the complaint. Once the investigation is complete, we will provide you with a written response outlining:
The findings of our investigation. Whether we uphold your complaint in full, in part, or not at all. The reasons for our decision. Any remedial actions we will take, such as staff training, service adjustments or operational changes. Any offer of remedy or compensation where appropriate.
Stage Three: Review of the Outcome
If you remain dissatisfied with the outcome of Stage Two, you can request that we review the decision. When asking for a review, please explain why you do not agree with our response and whether you have any additional information you would like us to consider.
A senior member of our team, who was not directly involved in the original decision, will review your complaint, the investigation carried out, and the conclusion reached. They may contact you for further clarification if needed. Following this review, we will provide a final response setting out our position and the reasons for it.
Time Limits for Complaints
We ask that complaints relating to removal services are raised within a reasonable time after the service has been provided. This helps us investigate while evidence is still available and memories are fresh. Specific time limits relating to claims for loss or damage to goods may be set out in the terms and conditions of your contract. Those time limits will apply in addition to this general procedure.
Using Your Feedback to Improve Our Service
Every complaint received by Hammersmith Man and Van is recorded, monitored and reviewed. We regularly analyse complaint patterns to identify areas where we can improve our service, training and operational processes. By telling us when something has gone wrong, you help us strengthen the quality and reliability of our man and van and removals services across the areas we serve.
Privacy and Data Handling
Any personal information you provide in connection with a complaint will be handled in line with our privacy practices and relevant data protection laws. We will only share details of your complaint internally with staff who need the information in order to investigate and respond. Information will be retained only for as long as is necessary for complaint handling, record keeping, and to meet our legal and regulatory obligations.
Further Questions
If you have any questions about this complaints procedure, or if anything in this document is unclear, you can contact us using the standard contact details provided on our website or in your booking confirmation paperwork. We are committed to dealing with complaints responsibly and professionally, and to continually improving the removals and man and van services we offer.
