Complaints Procedure

Man and Van Hammersmith Complaints Procedure

Man and Van Hammersmith is committed to providing reliable, professional and courteous removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and improve our services. This page explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a smooth and stress free experience for every move, whether it is a small local job or a larger removal. If you are unhappy with any aspect of our service, we will treat your complaint seriously, investigate it thoroughly and respond in a fair and timely manner. We will always aim to resolve complaints as quickly as possible and use your feedback to help prevent similar issues in the future.

What This Procedure Covers

This complaints procedure applies to all services provided by Man and Van Hammersmith, including house and flat moves, small office removals, student moves, furniture transport and related loading, unloading and packing assistance. It covers concerns about service quality, punctuality, conduct of staff, care of your belongings, charges and billing, and communication before, during and after your move.

Raising a Complaint

If you are dissatisfied with our service, please raise your concerns as soon as possible so that we have the opportunity to address them promptly. In many cases, issues can be resolved quickly and informally by speaking to the driver or team leader on the day of your move. Where this is not possible, or if you remain dissatisfied, please submit a formal complaint.

When making a formal complaint, please provide as much detail as you can, including your full name, the address where the service was carried out, the date of the move, a clear description of what went wrong, and what outcome you are seeking. Photographs, inventory lists or other evidence can also help us understand and assess your complaint more effectively.

How to Submit a Complaint

You can submit a complaint in writing using your preferred method of written communication. Written complaints help us keep an accurate record of your concerns and ensure that nothing is missed during our investigation. Please include the words Complaint in your written communication so that we can identify and prioritise your message correctly.

If you are unable to make a complaint in writing, please let us know using your normal method of contact with us, and we will work with you to record your complaint in a way that is accessible for you.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Our acknowledgement will confirm that we have received your complaint and will outline the next steps, including the expected timeframe for a full response. We may contact you to request further information or clarification if needed to help us understand your concerns.

How We Investigate Complaints

Your complaint will be reviewed by a person with appropriate authority and responsibility who was not directly involved in the events giving rise to your concern. This helps us remain objective and fair. Our investigation may include reviewing booking records, job sheets, photographs, communication logs, and any damage reports, as well as speaking to the staff members involved in your move.

We aim to complete our investigation and provide a full response within a reasonable timeframe. If, for any reason, we need more time, we will keep you informed and explain why the investigation is taking longer than expected.

Our Response and Possible Outcomes

When we have completed our investigation, we will send you a written response. This will include a summary of your complaint, details of the investigation we carried out, our findings, and any actions we propose to take. Where we find that we have fallen short of our standards, we will apologise and explain what we will do to put matters right where possible.

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective action during any remaining part of your service, a goodwill gesture, or where appropriate and in line with our terms and conditions, consideration of compensation for proven loss or damage. Any offer we make will be based on the evidence available and the limits set out in our standard terms and conditions.

If You Are Not Satisfied With the Outcome

If you are unhappy with our final response, you may ask for your complaint to be reviewed again by a senior member of our team, provided that you can explain why you disagree with the outcome or how you believe we may have misunderstood your complaint. We will then reassess the information and let you know if our decision remains the same or if we will take further action.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any immediate service issues as soon as you become aware of them, ideally on the day of the move. For damage to belongings or property, we recommend that you inform us as soon as possible after the service has been completed. Complaints raised long after the event may be more difficult to investigate fully, particularly where evidence is limited or circumstances have changed.

Using Your Feedback to Improve

Every complaint is an opportunity for us to improve the way we deliver our man and van and removal services. We periodically review complaints to identify recurring issues, training needs, or procedural changes that could help us provide a more reliable and professional service. By sharing your concerns with us, you help us to improve the experience for all customers.

Confidentiality and Data Protection

All complaints are handled in confidence. We will only share details of your complaint internally with staff who need the information to investigate and respond. Any personal data you provide will be handled in accordance with our data protection obligations and used solely for the purpose of managing and improving our services.



  • Top level quality
    Top level quality
    for your needs!
    Don’t hesitate to call us!
    BOOK NOW

Quality Man and Van Hammersmith Services at Competitive Prices!

At our company, transactions are completed quickly and simply, because we believe in getting things done as efficiently as possible. Make the call to our team and tell us your specific removal requirements. After you accept our price quote, which we’re sure you will, our team will get to work and provide you with a man and van service perfect for your needs. We offer a variety of booking slots and removal packages to get you safely and quickly moved into your new property in W14. With the best rates in the industry, we’re certain you’d want to go ahead with our man and van Hammersmith company!

Save

Save

Save

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

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

Street address: 111 Shepherds Bush Rd
Postal code: W6 7LP
City: London
Country: United Kingdom

Latitude: 51.4978240 Longitude: -0.2223240
E-mail:
[email protected]

Web:
Description: Hammersmith, W6 is the London area where our moving experts are available to you 24/7. Get in touch with us now and ask our consultants for a free quote!
Back To Top