Man with Van Hook Complaints Procedure

Man with Van Hook is committed to providing a reliable and professional removal service for households and businesses. We recognise that, on occasion, things can go wrong. When this happens, we encourage you to tell us so we can put matters right, learn from the experience, and continually improve our moving services.

This complaints procedure explains how you can raise a concern, how we will deal with your complaint, and what you can reasonably expect from us throughout the process.

What This Procedure Covers

This procedure applies to complaints about our removal and related services, including but not limited to home moves, office moves, packing, loading, transport, unloading, and short-term storage associated with a removal. It covers issues such as punctuality, conduct of staff, damage or loss of items, invoicing and charges, and the standard of customer care received before, during, or after a move.

This procedure is intended for customers who have booked or received services directly from Man with Van Hook. It does not cover general enquiries, requests for quotes, or marketing queries, which are handled separately as routine customer service matters.

Our Complaints Principles

When you make a complaint, we will aim to handle it in line with the following principles:

We will treat you with respect and courtesy at all times.
We will take your concerns seriously and listen carefully to what you tell us.
We will investigate what has happened as fully as possible and as quickly as is reasonable.
We will be open and honest about any mistakes and seek a fair outcome for all parties.
We will use feedback from complaints to improve our services and staff training.

How to Make a Complaint

We encourage you to raise any issues as soon as possible so that we can address them promptly, ideally while the move is still in progress or shortly after completion. You can make a complaint verbally or in writing.

When submitting your complaint, please provide as much of the following information as you can:

Your full name and the name under which the booking was made.
The date of your move and the addresses involved in the removal.
A clear description of what went wrong and when it occurred.
Details of any items affected, including approximate value where relevant.
Any supporting information you may have, such as photographs, inventories, or job reference numbers.
What outcome you are seeking, for example an explanation, an apology, service rectification, or compensation where appropriate.

Providing detailed information from the outset helps us to understand the situation quickly and investigate more effectively.

Stage One: Initial Resolution

In many cases, issues can be resolved quickly and informally. If a problem arises on the day of your move, please draw it to the attention of the team on site at the earliest opportunity. They will do their best to resolve it immediately or escalate it to a supervisor if necessary.

If the issue comes to light after the move, please contact our customer team as soon as you can. We will acknowledge your concern and, where possible, provide an immediate response or explanation. If we can resolve your complaint at this stage to your satisfaction, we will confirm what has been agreed and any actions we will take.

Stage Two: Formal Complaint and Investigation

If your complaint cannot be resolved informally, or you remain dissatisfied with the initial response, you may ask for your complaint to be treated as a formal complaint under this procedure.

Once your complaint has been logged as formal, we will:

Acknowledge receipt of your complaint and confirm that it is being investigated.
Review the details you have provided, along with job records, inventories, driver and crew reports, and any photographs or other evidence available.
Where appropriate, speak with the staff involved and any third parties relevant to the service provided.
Assess whether our service met our own standards, your contract with us, and reasonable expectations for a professional removal provider.

Following the investigation, we will send you a written response setting out:

Our understanding of your complaint and the issues raised.
The findings of our investigation, including any relevant explanations.
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, changes to our internal processes, or an offer of redress where appropriate.

Timeframes for Responding

We aim to acknowledge formal complaints within a reasonable period of receiving them. The time required to complete a full investigation can vary depending on the complexity of the case, the availability of staff for statements, and the need to review documentation.

We will always aim to provide a full written response within a reasonable and proportionate timeframe. If, due to complexity or other factors, we need longer to investigate, we will inform you and provide an updated timescale along with interim updates where appropriate.

Outcomes and Remedies

Where our investigation shows that we have not met our usual standards or obligations, we will consider appropriate remedies. These may include:

A clear explanation of what went wrong and why.
A sincere apology from the relevant manager or the company.
Reasonable steps to put things right, which may involve correcting records, arranging remedial work, or adjusting charges where justified.
In cases of damage or loss, consideration of compensation in line with the terms and conditions of your contract and any relevant cover that applies to your removal.

Any offers of redress will take into account the circumstances of the case, the evidence available, and the contractual arrangements in place at the time of your move.

If You Remain Dissatisfied

If, after receiving our formal response, you feel that your complaint has not been addressed fairly, you may request a review. In doing so, please explain which aspects of the decision you disagree with and provide any further information you believe is relevant.

We will arrange for a review by a senior member of the team who has not previously been involved in your case where possible. They will consider both the original investigation and any new information provided and will then issue a final response.

Using Complaints to Improve Our Service

Every complaint received is treated as valuable feedback. We review complaints regularly to identify patterns, trends, or recurring issues in our removal operations. Where necessary, we use this information to revise procedures, improve staff training, maintain vehicles and equipment to a high standard, and refine our customer communication.

By following this complaints procedure, Man with Van Hook aims to deal with all concerns fairly, consistently, and efficiently, helping to ensure that our home and office removal services remain dependable and customer-focused.