Hornchurch Man and Van Complaints Procedure

Hornchurch Man and Van is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right, learn from the experience, and improve our service across our removal and local moving work.

This complaints procedure explains how you can raise a concern, what information we need from you, how we will handle your complaint, and what you can expect from us at every stage.

Our commitment to you

We aim to deal with every complaint fairly, consistently and as quickly as reasonably possible. We will always try to resolve issues informally in the first instance, but where a more formal approach is needed, this procedure sets out the steps we will follow.

All complaints are treated seriously, whether they relate to local house moves, flat removals, office moves, packing services, loading and unloading, or any other service provided by Hornchurch Man and Van.

What is a complaint

A complaint is any expression of dissatisfaction about our service, staff conduct, communication, pricing clarity, or the way in which we have handled your belongings or your booking. You may complain if you believe we have:

• Failed to provide a service to the standard you reasonably expected
• Not followed our written terms and conditions
• Caused loss or damage to your property during a move
• Acted in a way you consider unprofessional, discourteous or unsafe
• Given unclear, incomplete or misleading information about our services

We welcome feedback of all kinds, including suggestions and compliments, but this procedure focuses specifically on handling complaints.

Raising an informal concern

In many cases, issues can be resolved quickly and informally. If something is troubling you during your move or after completion of the service, please raise it as soon as possible with the team member in charge on the day, or with our office team through your usual contact method.

When you raise a concern informally, we will listen carefully, clarify the problem, and try to offer an immediate or same-day solution where possible. If you are satisfied with the outcome, the matter will be closed at this stage.

If you are not satisfied with the informal response, or if the issue is more serious, you can make a formal complaint as outlined below.

How to make a formal complaint

If you wish to submit a formal complaint about Hornchurch Man and Van, please do so in writing so that we have a clear record of your concerns. Written complaints also help us investigate thoroughly and respond accurately.

When submitting your complaint, please include the following details where possible:

• Your full name
• The service you booked, such as house removals or man and van
• The date of your move or booking
• The collection and delivery locations used for the move
• A clear description of what went wrong and when it occurred
• Any relevant photographs, inventories, or notes that support your account
• The outcome you would like to see, such as an explanation, apology, or review of charges

Providing full information at the outset allows us to investigate your concerns more efficiently and respond without unnecessary delay.

Timescales for making a complaint

We encourage you to raise any concerns as soon as possible after the service has taken place. For issues involving potential loss or damage, please notify us promptly so that we can review job records, crew reports and any supporting evidence while details are still clear.

While we will always consider late complaints, delays in raising issues may affect the range of options available to resolve the matter, especially in cases involving insurance or third parties.

How we will handle your complaint

Once we receive your formal complaint, we will follow these steps:

1. Acknowledgement: We will confirm that we have received your complaint and explain the next steps and likely timeframes for our investigation.
2. Investigation: A member of our management team will review your complaint, including any statements from the removals crew, transport logs, booking records, and supporting documents you have provided.
3. Clarification: We may contact you if we need further information or clarification so that we can fully understand your concerns before reaching a conclusion.
4. Response: Once our investigation is complete, we will send you a written response explaining our findings, any action we propose to take, and the reasons for our decision.

We aim to complete this process as quickly as reasonably possible. If, due to the complexity of the complaint, we need more time, we will inform you and keep you updated on progress.

Possible outcomes

Depending on the nature of your complaint and the results of our investigation, possible outcomes may include one or more of the following:

• A clear explanation of what happened and why
• A sincere apology where we have fallen short of our standards
• Practical steps to put things right, where this is possible
• A goodwill gesture or adjustment, where appropriate
• Changes to our processes, staff training or service delivery to help prevent similar issues in future

All outcomes are considered on a case-by-case basis, taking into account the details of the removal service, any evidence provided, and our contractual responsibilities.

Further review of your complaint

If you remain dissatisfied after receiving our formal response, you can ask for a further review. In doing so, please explain why you are unhappy with the outcome and what you believe we have not addressed. We will arrange for a different manager, where possible, to review the case and the way it has been handled.

The reviewing manager will consider all available information and either uphold the original decision, vary it, or propose a new resolution. This further review will be communicated to you in writing.

Using your feedback to improve our service

Hornchurch Man and Van treats every complaint as an opportunity to improve. We regularly review complaints and feedback across our man and van and removals services to identify trends, training needs and areas where our procedures can be strengthened.

By telling us when something has gone wrong, you help us maintain and raise our standards for all customers, whether they are moving a single item locally or relocating an entire household.

Respect and fairness

We expect all communication in relation to complaints to remain respectful and constructive. Our team will always treat you with courtesy, and we ask that you do the same for our staff. We will not tolerate abusive, threatening or discriminatory behaviour towards any member of our team.

Hornchurch Man and Van is committed to handling every complaint fairly, impartially and in line with this procedure, ensuring that all customers receive a consistent and professional experience when raising concerns about our services.