Man and Van Hackney Complaints Procedure

Man and Van Hackney is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may go wrong. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope

This procedure applies to any complaint relating to our man and van and removal services, including local moves, longer-distance moves, part-loads, packing assistance and related activities. It covers issues such as service quality, staff conduct, handling of goods, adherence to agreed schedules and communication before, during or after a move.

We treat all complaints seriously and use them as an opportunity to review and improve our service. We will always aim to handle your concerns fairly, consistently and as quickly as reasonably possible.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services or the way they have been delivered, whether justified or not, where a response or resolution is expected. This may include:

Service not delivered as agreed, such as delays, missed appointments or changes that were not clearly communicated. Concerns about the care, loading, transport or unloading of your belongings. Behaviour or attitude of any member of our team. Accuracy of written information provided before or after your booking. Issues with charges where you believe they do not match what was agreed.

Raising a concern helps us to investigate what happened and to put things right where we are at fault.

How to Make a Complaint

You can make a complaint in writing or verbally. We recommend doing so in writing so that we can clearly understand the details of your concern and respond more effectively. When submitting your complaint, please include the following information where possible:

Your full name and the address where the service took place. The date of your move and your booking reference if available. A clear description of what went wrong, including relevant dates and times. Names or descriptions of any staff involved, if known. Any photographs or evidence that may help us understand the issue, such as damage to property or belongings. Details of the outcome you are seeking, for example a refund, apology or explanation.

Providing complete and accurate information at the outset will help us investigate more quickly.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time frame. In most cases this will be within five working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process, including an estimate of how long our investigation is likely to take.

If we require further clarification or additional information in order to investigate properly, we may contact you to request this.

Investigation Process

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue raised wherever possible. We will investigate by reviewing your booking details, any written correspondence, job sheets, photographs, staff reports and any other relevant records concerning your removal service.

Where needed, we may speak to the team members involved and, if appropriate, request further evidence or statements. We will consider what happened, why it happened and whether it could reasonably have been avoided.

We aim to complete our investigation and provide a full response within 28 days of acknowledging your complaint. If, for any reason, we are unable to meet this timescale, we will inform you and explain the reasons for the delay along with an updated timeframe.

Our Response and Outcomes

Once our investigation is complete, we will provide you with a clear and reasoned response. This will include a summary of your complaint, the steps we have taken to investigate it, our findings, and any actions we will take as a result.

Possible outcomes may include one or more of the following: An explanation of what happened and why. An apology where we are at fault. Practical steps to put things right, where feasible. A goodwill gesture where appropriate and proportionate. Confirmation of any changes we intend to make to our processes, staff training or service delivery.

If we conclude that we are not at fault, we will provide a clear explanation of how we reached that decision, referencing any terms and conditions that apply to the service we provided.

Damage and Loss Claims

If your complaint involves damage to property or loss of items during a move, please notify us as soon as possible. To help us assess your claim, you may be asked to provide photos of the damage, evidence of the condition of items before the move, and proof of value where relevant. We may also request a written statement describing how and when the damage was discovered.

We will review any such claims in line with our terms and conditions, including any limitations of liability that apply to your removal service. We will explain clearly how these terms affect the outcome of your complaint.

If You Are Unhappy With The Outcome

If you are not satisfied with our initial response, you may request a further review. Please set out why you disagree with our findings and provide any new information you believe has not been taken into account. A more senior member of our team will then re-examine your complaint, our initial investigation and the outcome reached.

Following this review, we will write to you confirming our final position. This will include a clear statement of our decision and the reasons behind it.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection laws. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We keep records of complaints to monitor service quality and identify areas where improvements can be made.

Continuous Improvement

Feedback, including complaints, is essential for maintaining and improving our removals service. We regularly review complaint trends and outcomes to identify training needs, refine procedures and strengthen how we plan, manage and deliver moves for our customers.

By following this Complaints Procedure, Man and Van Hackney aims to resolve issues fairly and constructively, while using every concern raised as an opportunity to enhance the standard and reliability of our service.



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Attractive Prices and Top Quality Man and Van Hackney Services!

If our prices don’t entice you to entrust us with your move we don’t know what will. Yes, you may be feeling sceptical, thinking that a man and van service at a low price means that you’ll receive a service that will be lacking in professionalism and efficiency. This might be the case with other companies in E8, but we can assure you that this won’t be the case when you book with us. We offer the best rates in the industry for our first class services, so call our man and van Hackney team today and experience our services for yourself.

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Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
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Contact us

Company name: Man and Van Hackney Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 1A Westgate St
Postal code: E8 3RL
City: London
Country: United Kingdom

Latitude: 51.5375630 Longitude: -0.0583100
E-mail:
[email protected]

Web:
Description: Our trained and skilled removal specialists can be hired in and around Hackney, E5 after a simple and quick call. Contact us today!
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