Man with Van Hatton Complaints Procedure

Man with Van Hatton is committed to delivering a reliable and professional removals and man and van service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.

Our approach to complaints

We treat all complaints seriously and deal with them in a fair, respectful and timely manner. Our goals are to understand what went wrong, to resolve issues wherever possible, and to learn from feedback to improve future moves and related services.

You will not be charged any fees for making a complaint. Raising a complaint will not affect any ongoing or future bookings, and you will always be treated courteously by our team.

What counts as a complaint

A complaint is any expression of dissatisfaction about our removals, man and van, packing, loading, transport or related customer service, where you would like a response or resolution. This can include, for example:

Concerns about punctuality, behaviour or professionalism of staff, handling or condition of belongings, communication before, during or after a move, accuracy of quotes or charges, and how we have handled a previous concern.

If you are unsure whether your issue counts as a complaint, please still contact us. We will either address it informally or log it as a formal complaint, depending on what you prefer and the nature of the issue.

How to make a complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing wherever possible so that there is a clear record of the details. When sending us your complaint, please include:

Your full name, the date of your move or booking, the collection and delivery locations, a clear description of what went wrong, when it happened and who was involved, any relevant reference numbers or paperwork, and what outcome you are seeking, such as an explanation, an apology, or a review of charges.

Once we receive your complaint, we will register it in our internal system and begin our review. If we need further information, we will contact you to clarify any points.

Timescales for raising a complaint

You should raise any complaint as soon as reasonably possible, so that we can investigate while details are still fresh and any evidence is still available. For issues involving possible damage or loss of items during a removal, please notify us as soon as you become aware of the problem.

While we will always try to help, delays in reporting problems may limit the options available for resolution, especially where external factors or third party services are involved.

How we will handle your complaint

We aim to acknowledge all complaints promptly. During the investigation, we may contact you to ask further questions, request photographs or documents, or to discuss your experience in more detail. We may also speak to the staff involved, review booking notes, job sheets and any other relevant records.

Once our investigation is complete, we will explain our findings and any action we propose to take. This may include offering an apology or explanation, taking corrective actions internally, reviewing staff training or procedures, or considering an adjustment or goodwill gesture where appropriate.

Response times

We aim to provide an initial response within a reasonable period of receiving your complaint. More complex complaints, such as those involving multiple jobs or third party services, may take longer to investigate. If we need additional time, we will let you know and keep you updated on our progress.

Our final written response will set out what we have found, how we have reached our conclusions, and what we will do next. If we do not uphold your complaint in full, we will explain our reasons clearly.

If you are not satisfied with our response

If you feel that your complaint has not been resolved or that important points have not been addressed, you can ask us to review the decision. Please explain which parts of our response you disagree with and why, and provide any additional information you think is relevant.

We will arrange for a further review to be carried out, which may involve a different member of the management team. Following this review, we will provide you with a final position on your complaint from our side.

Working with you to resolve issues

Our removals work often involves time pressures, access restrictions and other practical challenges. When problems arise, a cooperative approach usually leads to the best outcome. We therefore ask that, when raising a complaint, you provide clear information, keep any relevant items or materials safe where damage is alleged, and respond to our requests for further details as soon as possible.

In return, we will keep you informed, listen carefully to your account, and treat your concerns with the seriousness they deserve.

Using complaints to improve our removals service

Every complaint is an opportunity to review how we operate. We regularly analyse the complaints and feedback we receive to identify patterns and areas for improvement. This may result in changes to staff training, driving and loading procedures, packing and protection methods, booking and confirmation processes, or communication before and after each move.

By following this approach, we aim to continually enhance the quality, reliability and professionalism of the Man with Van Hatton service across our operating area, giving customers greater confidence when choosing us for local and longer-distance moves.

Confidentiality and data protection

All complaints are handled in line with our obligations to protect your personal data. Information you provide as part of a complaint will only be shared with staff who need it to investigate and respond. We will retain records of complaints for an appropriate period so that we can monitor performance, respond to any follow up queries and meet our legal responsibilities.

If you have any questions about this Complaints Procedure or would like clarification on any part of it, please let us know when you contact us. We are committed to dealing with all concerns about our removals and man and van services in a transparent and constructive way.