Man with Van The Hyde Complaints Procedure
Man with Van The Hyde aims to provide reliable, efficient and careful moving services for homes and businesses. We recognise that, on occasion, customers may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose and Scope of this Procedure
This procedure applies to all customers who use Man with Van The Hyde for removals, man and van services, packing, or related transport services. It covers concerns about service quality, communication, punctuality, conduct of staff, care of belongings, and billing or quotation issues.
We encourage you to raise issues as early as possible so that they can be addressed quickly and fairly. Complaints made under this procedure will be treated with respect, confidentiality and without discrimination.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. Examples include:
Service not delivered as agreed in the booking confirmation or quotation
Damage or loss of items during collection, transport or delivery
Concerns about the behaviour, attitude or conduct of our team members
Disputes about charges, invoicing, or agreed pricing
Punctuality and adherence to agreed collection or delivery times
If you are unsure whether your concern is a complaint, you can still raise it with us and we will guide you through the appropriate process.
Stage 1: Informal Resolution
Where possible, we encourage customers to raise any issues informally in the first instance. Many concerns can be resolved quickly by speaking directly to the team on the day of the move or by contacting our office shortly afterwards.
When you raise a concern informally, we will aim to:
Listen to your issue carefully and clarify the details
Offer an explanation where something has gone wrong
Agree practical steps to put things right where possible
Record the details for our internal monitoring and service improvement
If we are unable to resolve the matter informally, or if you prefer not to use the informal stage, you can submit a formal complaint as set out below.
Stage 2: Formal Complaint
If you wish to make a formal complaint, please set out your concerns clearly in writing. Provide as much detail as possible to help us understand what happened, including:
Your full name and the address where the service was provided
The date of your move or service and any booking reference
A clear description of what went wrong and when it occurred
Names or descriptions of any staff involved, if known
Details of any damage, loss or inconvenience suffered
Any supporting information such as photographs or inventories
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and let you know that an investigation has begun.
How We Investigate Complaints
All formal complaints are reviewed by a manager or senior member of the Man with Van The Hyde team. The investigation process may include:
Reviewing your booking details, inventory and job notes
Speaking with the crew members who carried out your move
Examining any photographs or evidence you have provided
Checking vehicle logs, schedules and related internal records
We aim to complete our investigation and provide a full response within a reasonable and proportionate timescale, taking into account the complexity of the complaint. If more time is needed, we will inform you and explain why.
Our Response and Possible Outcomes
When we have completed our investigation, we will send you a written response explaining:
Our understanding of the complaint
The steps we took to investigate it
Our findings and whether the complaint is upheld in full, in part, or not upheld
Any actions we will take to put things right where appropriate
Examples of possible outcomes include:
An explanation or clarification of what happened
An apology where we have not met our usual standards
Practical steps to complete or correct the service
Consideration of compensation or goodwill gestures, where justified and in line with our terms and conditions
Changes to our processes, training or policies to reduce the chance of similar issues occurring again
Complaints About Loss or Damage
If your complaint relates to loss or damage to your belongings, we may request additional details such as item descriptions, approximate values and photographs. We will review your claim against our terms and conditions and any applicable cover that may apply to your booking.
We will assess such claims fairly and reasonably, based on the evidence provided and the circumstances of the move, and we may ask for further information if required to complete the assessment.
Escalating Your Complaint
If you are not satisfied with the outcome of your formal complaint, you can ask for a further review. In your request, explain which aspects of the decision you disagree with and provide any additional information you feel has not been considered.
A more senior representative will then review the complaint, the investigation, and the previous decision. They may re-examine the evidence and speak again with staff involved before reaching a final decision. We will then provide a further written response explaining the outcome of this review.
Data Protection and Confidentiality
All complaints are handled in line with our obligations under data protection law. Information you provide will be used only for managing and resolving your complaint, monitoring our service standards, and improving our operations. Your information will be kept securely and only shared internally with staff who need it to deal with the issue.
Using Complaints to Improve Our Services
Man with Van The Hyde values all feedback, including complaints, as an important source of learning. We regularly review the issues raised through this procedure to identify patterns and opportunities for improvement in our removals and man and van services. This helps us to maintain and raise our standards for customers across our service area.
By following this complaints procedure, we aim to ensure that any problems are addressed in a fair, consistent and timely manner, and that customers feel heard and respected throughout the process.
