Hire Man and Van Complaints Procedure

Hire Man and Van is committed to providing a reliable and professional removal service. We understand that, on rare occasions, things may not go as planned. This Complaints Procedure explains how you can raise a concern about any aspect of our man and van or removal services, and how we will respond, investigate and seek to resolve the matter.

Our Commitment to You

We aim to deliver a smooth and efficient moving experience for every customer. When a problem occurs, we will treat your complaint seriously, handle it with respect and confidentiality, and work to put things right as quickly as possible. We also use feedback to improve our removal services and customer care for future moves.

What This Procedure Covers

This Complaints Procedure covers any dissatisfaction you may have with:

Our man and van services, including loading, transport and unloading of your belongings.

Our full or partial house removals and office removals services.

Our customer service, including communication before, during or after your move.

Our handling of your booking, including timings, arrival, or the conduct of our staff.

Any loss, damage or delay relating to your move, where you believe we have not met our responsibilities.

Raising a Complaint Informally

In many cases, problems can be resolved quickly and informally. If you are unhappy at any point before or during your move, please speak to the team member in charge on the day. They will do their best to resolve the issue immediately, such as adjusting how we handle items, clarifying agreed services, or addressing any misunderstandings.

If the issue cannot be resolved on the day, or you prefer not to raise it with the team on site, you can follow the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our removal or man and van services, please do so in writing. Written complaints help us fully understand the issue and keep a clear record of what has happened.

In your complaint, please include the following information:

Your full name.

The date of your move and your collection and delivery locations.

Any reference number or booking details you were given.

A clear description of what went wrong, including times and the names of any staff involved if known.

Details of any loss or damage, including photographs where appropriate.

What outcome or resolution you are seeking, for example an explanation, apology, or consideration of a financial gesture where appropriate.

Timescales for Making a Complaint

To allow us to investigate thoroughly, you should raise your complaint as soon as possible after the issue arises. For loss or damage to goods, we ask that you notify us in writing as soon as reasonably practical after your move. Delayed notification may affect the options available for resolution, particularly where insurance or third-party services are involved.

How We Will Handle Your Complaint

Once we receive your written complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint within a reasonable period, confirming that it has been received and is being reviewed.

Investigation: A manager or designated complaints handler will review the details, speak with the team involved, check any job notes, and assess any evidence you have provided, such as photographs or inventories.

Clarification: If we need more information to understand the issue, we may contact you to ask further questions. This helps ensure a fair and complete review.

Response: After the investigation, we will write to you with our findings, explaining our view of what happened and setting out any steps we propose to take to resolve the matter.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the findings of our investigation, outcomes may include:

A written explanation of what occurred during your move.

A formal apology where we have fallen short of our standards.

Practical steps to put things right where reasonably possible.

Consideration of financial redress, where appropriate and in line with our terms and conditions and any applicable insurance cover.

Improvements to our internal processes, staff training, or communication practices to help prevent similar issues in future.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When you do this, please explain why you are unhappy with the outcome and what you would like us to reconsider. A more senior member of our team will reassess your complaint and our previous decision, and provide a further written response.

Complaints Involving Loss or Damage

If your complaint involves alleged loss of items or damage to property, we may ask you to supply photographs, inventories, or other evidence to support your claim. We may also request information about the condition of items before the move, and details of any pre-existing damage noted on the day.

Where insurance arrangements are in place for your move, the handling of your complaint may also involve the insurer and be subject to their procedures and requirements.

Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with applicable data protection requirements. Information will be shared only with those who need it to investigate and resolve your complaint, or where we are required to share information by law.

Using Complaints to Improve Our Service

Every complaint we receive is an opportunity for us to review and improve our removal and man and van services. We record and monitor complaints to identify patterns, training needs and areas where we can enhance our standards of care, communication and reliability for customers across our service areas.

Review of This Complaints Procedure

Hire Man and Van may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version in force at the time you make your complaint will apply to the handling of your case.