Complaints Procedure for Hammersmith Man and Van

Hammersmith Man and Van is committed to delivering a reliable and professional removals and man and van service. We recognise that, on occasion, customers may feel that the standard of service has not met expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We aim to resolve all complaints fairly, quickly, and transparently. Your feedback helps us improve our moving and transport services, from local man and van bookings to larger home and office removals. We will always treat you with courtesy and respect, and we ask that you do the same for our team.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you believe that:

Our service has fallen below the standard you reasonably expected, including packing, loading, transport or delivery of your items.

Our staff have behaved in a way you consider unprofessional or inappropriate.

We have not followed an agreed schedule, quotation, or specific instructions for your move.

We will also treat concerns about damage, delays, missing items or billing issues as formal complaints when you ask us to do so.

How to Make a Complaint

You can raise a complaint in writing or by speaking to us directly. We recommend putting your concerns in writing so that we can clearly understand and record all the details. When submitting your complaint, please include the following information where possible:

Your full name and the address associated with the booking.

The date of your removal or man and van service.

A clear description of what went wrong and when it happened.

Any relevant photographs, inventories, or supporting documents.

What outcome you are seeking, for example an explanation, an apology, corrective action, or compensation.

Initial Complaint and Informal Resolution

In many cases, complaints can be resolved quickly by speaking to the driver or team leader on the day of your move, or by contacting our office as soon as you notice a problem. We will always attempt an informal resolution first, where appropriate, which might include:

Clarifying misunderstandings about the agreed service.

Arranging for a return visit where practical and justified.

Providing an immediate explanation or apology.

If you are not satisfied with the informal response, or if the matter is more serious, you may ask for it to be handled as a formal complaint.

Formal Complaints Process

Once we receive your formal complaint, we will follow a structured process to ensure it is handled fairly and consistently.

Stage 1 Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and let you know the next steps, including an estimated timeframe for our full response.

Stage 2 Investigation

Your complaint will be reviewed by a senior member of staff who was not directly involved in the original incident wherever possible. The investigation may include:

Reviewing your booking details, inventory list, and any risk assessments.

Speaking to the crew members or office staff involved.

Examining photographs, delivery notes, and any damage reports.

We may contact you during this stage if we require further information or clarification.

Stage 3 Outcome and Response

After completing our investigation, we will provide you with a written response that sets out:

Our understanding of the complaint and the facts we have established.

Whether your complaint has been upheld in full, in part, or not upheld.

Any actions we will take, which may include an apology, corrective work, service improvements, or a goodwill gesture where appropriate.

Information on what you can do if you remain dissatisfied with the outcome.

Timeframes

We aim to deal with complaints promptly. While complex removals, insurance-related issues or third party involvement may sometimes extend the process, our general approach is:

To acknowledge your formal complaint within a reasonable period.

To issue a full written response as soon as our investigation is complete and without unnecessary delay.

If we cannot meet the indicative timescales, we will let you know and explain the reason for the delay.

Complaints Involving Loss or Damage

Where your complaint involves alleged loss or damage to belongings during a move, it is important that you notify us as soon as you reasonably can after becoming aware of the issue. Please keep any damaged items and packaging for inspection if necessary, and provide photographs and a description of the items, including their approximate age and value. We will consider the terms and conditions agreed at the time of booking, including any valuation or insurance arrangements, when assessing such complaints.

Escalation if You Are Not Satisfied

If you are unhappy with our formal response, you may ask for your complaint to be reviewed at a higher level within the company. When requesting an escalation, please explain why you disagree with our initial decision and provide any additional information you feel is relevant. We will then re-examine your complaint and issue a final position statement.

Using This Procedure

This Complaints Procedure applies to all Hammersmith Man and Van customers using our removal, transport or man and van services. It is designed to give you confidence that your concerns will be taken seriously and handled professionally. By following these steps, we can work together to reach a fair and practical resolution whenever something goes wrong.

Continuous Improvement

We regularly review complaints to identify patterns, potential training needs, and opportunities to improve our moving services. Lessons learned from complaints may lead to updates in our processes, staff training, vehicle checks or communication practices, all with the aim of providing a smoother and more reliable experience for future customers.