Hire Man with Van Complaints Procedure

Hire Man with Van is committed to providing reliable, careful and professional removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service for future customers. This Complaints Procedure explains how you can raise a concern with us, what you can expect in response, and how we aim to resolve issues fairly and efficiently.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear, simple way to tell us if they are unhappy with any aspect of our service. It applies to all services delivered by Hire Man with Van, including home removals, office moves, man and van bookings, packing assistance and related work in our operating areas. Our goals are to treat every complaint seriously, investigate thoroughly, respond promptly and learn from each issue to improve our moving and transport services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, communication or administration, where a response is expected or required. This may include concerns about punctuality of a removal, conduct of team members, handling of belongings, accuracy of quotations or invoices, quality of packing or protection, damage or loss during transit, delays or cancellations, or how previous queries have been dealt with.

How to Make a Complaint

You can raise a complaint using any written method that is convenient for you. We ask that you set out your concerns clearly and provide as much detail as possible to help us investigate. You may choose to address your complaint to the attention of the customer service or management team. Verbal complaints made to our drivers or movers on the day of your move may be noted but will usually need to be followed up in writing so we have a clear record of your concerns and can respond properly.

Information We Need From You

To help us consider your complaint quickly and fairly, please provide the following details where possible. Your full name and the address where the service took place, along with a way for us to contact you. The date of your move or booking, and any reference or booking numbers you may have. A clear description of what went wrong, including times, locations and names of staff members involved if known. Details of any loss, damage or additional costs you believe you have suffered, together with supporting information such as photographs or inventories. An explanation of what outcome you are seeking, for example an apology, an explanation, a partial refund or contribution towards damage.

Timescales for Raising a Complaint

We encourage customers to raise complaints as soon as possible after the event so we can access accurate information and evidence. Where your complaint relates to damaged or missing items during a removal, please tell us as soon as you become aware of the issue. Providing photographs and a description of the items will help us to investigate and consider any potential contribution or remedy.

How We Will Handle Your Complaint

Once we receive your complaint, we will record it in our internal log and assign it to a member of our team to review. We aim to acknowledge your complaint within a reasonable period, confirming that we have received it and outlining the next steps. We will then investigate the matter by reviewing job records, vehicle logs, communication history, photographs, and any statements from crew members or supervisors. Where appropriate, we may contact you to ask for more information or clarification. We aim to provide a full written response once our investigation is complete. If our investigation takes longer than expected, we will try to update you on progress.

Our Responses and Possible Outcomes

After reviewing your complaint, we will write to you with our findings and any actions we propose to take. Possible outcomes may include an explanation of what happened and why, an apology where we accept that our service fell short, clarification of policies or terms, proposals for corrective action, such as re-attending the property to complete agreed work, and where appropriate, a goodwill gesture or contribution towards damage or inconvenience. Any offer of compensation or cost contribution will take into account the circumstances of the move, the condition and value of the items, the information available to us and the terms agreed at the time of booking.

If You Are Not Satisfied With the Outcome

If you disagree with our initial response, you may ask for your complaint to be reviewed by a more senior member of our team. When doing so, please explain why you are unhappy with the outcome and what you believe would be a fair resolution. We will review the original investigation, consider any new information you provide and respond again, usually in writing. This review stage will be considered our final internal position on the complaint.

Our Commitment to Fairness and Improvement

We aim to handle all complaints fairly, consistently and without discrimination. We will treat you with respect and expect the same in return for our staff. We use information from complaints to identify patterns and areas where we can improve, such as staff training, packing standards, vehicle allocation, route planning and communication before and after each move. Your feedback, whether positive or negative, helps us maintain and improve the quality of our removal services.

Confidentiality and Data Protection

All complaints are handled in line with our data protection responsibilities. Information you provide will be used only for the purpose of investigating and responding to your complaint, managing any claims that may arise and improving our services. We will retain complaint records for an appropriate period in line with our retention policies and legal requirements.

Updates to this Complaints Procedure

Hire Man with Van may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal obligations. The version published on our website will always be the most current. By continuing to use our removal and man and van services, you acknowledge that you have had the opportunity to review this procedure and understand how complaints are handled.