Complaints Procedure

Complaints Procedure for Man and Van Hither Green

Man and Van Hither Green 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 and customers may wish to raise a concern. This complaints procedure explains how you can make 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 moving experience. When something goes wrong, we will:

Listen carefully to your concerns, treat you with respect and handle your complaint fairly and promptly. Investigate what happened, explain our findings clearly and take appropriate steps to put things right where possible. Use what we learn from complaints to improve our services, including local and longer-distance removals, packing help and man and van moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to booking, scheduling, collection, loading, transport, delivery, customer service, conduct of staff, care of your belongings, or billing and payments. You do not need to use the word complaint for us to treat your concern seriously. If you are unhappy with any aspect of our work, we want to hear from you.

Raising a Concern Informally

Many issues can be resolved quickly if you raise them as soon as possible, ideally on the day of your move. In the first instance, please speak to the driver or team leader on site. They may be able to correct the issue immediately, such as adjusting how items are handled or clarifying agreed services.

If the issue cannot be resolved during the move, you can contact our office to discuss your concern informally. We will try to sort things out quickly and practically. If you are not satisfied with the outcome, or if you prefer a more formal response, you can make a formal complaint.

How to Make a Formal Complaint

You can make a formal complaint in writing. Written complaints help us understand the issue clearly and provide a detailed, accurate response. When making a complaint, please provide:

Your full name and, if relevant, the name of the person who made the booking. The date of your move and the collection and delivery addresses. A clear description of what went wrong, including times and the names or descriptions of any staff members involved. Any evidence that may help, such as inventory notes, photographs, or written agreements. Details of any steps already taken to resolve the matter and what outcome you are seeking.

Please submit your complaint as soon as reasonably possible, and ideally within 14 days of your move. This helps us access records, speak with the team involved and investigate thoroughly.

What Happens After You Complain

When we receive your complaint, we will:

Acknowledge receipt within a reasonable time, usually within five working days. Review your complaint in detail, including checking booking notes, job sheets, staff reports and, where relevant, any photographs or documents you have provided. Speak with the staff involved to understand what happened on the day of your move. Consider our service standards, policies and any relevant industry practices that apply to local and regional removals.

We aim to provide a full written response within 28 days of acknowledging your complaint. If we need more time, for example because the matter is complex or further information is required, we will inform you and explain the reason for the delay and when you can expect our full response.

Our Response and Possible Outcomes

In our final response, we will explain:

What we have understood your complaint to be about. The steps we have taken to investigate the matter. Our findings and whether we uphold the complaint in full, in part, or not at all. Any actions we will take as a result, which may include an apology, service improvements, staff training or, where appropriate, a gesture of goodwill or consideration in line with our terms and conditions.

If your complaint relates to loss or damage to goods, our response will take into account any agreed inventory, condition reports, service description and the limitations or exclusions set out in the terms of service provided at the time of booking.

If You Are Not Satisfied With the Outcome

If you are unhappy with our final response, you may reply in writing to explain why you disagree, providing any additional information you feel is relevant. We will review your comments and confirm whether our decision stands or whether any aspect of the outcome should be amended. This further review will be handled by a manager or senior representative who was not directly involved in the original investigation, where possible.

We are committed to dealing with all complaints fairly and reasonably and to resolving matters wherever we can. However, there may be occasions where we are unable to reach agreement. In such cases, we will make this clear and confirm that our internal complaints process has been exhausted.

Using Complaints to Improve Our Service

Every complaint we receive is recorded and reviewed to help us identify patterns and areas for improvement. This may relate to communication during booking, timekeeping, handling of goods, staff behaviour, vehicle allocation or any other aspect of our man and van and removal services. By analysing feedback and complaint trends, we can refine our procedures, provide focused training and improve the overall customer experience for future moves.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is shared only with those who need it to investigate and respond to your concerns. Any personal information provided to us as part of a complaint is processed in accordance with applicable data protection requirements and our internal policies. We retain complaint records for an appropriate period in order to review outcomes, comply with legal obligations and improve our services.

Accessibility of This Procedure

We want this complaints procedure to be clear and accessible to all customers using our removal and man and van services. If you need this information in a different format or require assistance in setting out your complaint, please let us know and we will do our best to help. Our aim is to ensure that everyone has a fair opportunity to raise concerns and have them dealt with properly.

This complaints procedure does not affect your statutory rights. It is designed to provide a transparent, fair and consistent way for Man and Van Hither Green to respond to concerns and to maintain high standards across all of the moving services we provide.



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Contact us

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

Street address: 10 Southbrook Mews
Postal code: SE12 8LG
City: London
Country: United Kingdom

Latitude: 51.4505240 Longitude: 0.0113840
E-mail:
[email protected]

Web:
Description: Contact the specialists in the man and van moving branch around Hither Green, SE12! Big or small, we will do it all for your ideal move!
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