Complaints Procedure for Man and Van Hampton

Man and Van Hampton is committed to providing a reliable and professional removals and man and van service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right promptly and prevent similar issues in the future.

This complaints procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage of the process.

Scope of This Complaints Procedure

This procedure applies to complaints relating to our man and van and removal services, including but not limited to local moves, small house or flat removals, office moves, item collection and delivery, packing assistance, loading and unloading, and related transport services carried out by Man and Van Hampton.

It covers issues such as service quality, staff conduct, punctuality, handling of belongings, damage or loss of items, billing and charges, and communication before, during, or after your move.

Our Complaints Principles

When dealing with complaints, we aim to be clear, fair, and responsive. Our key principles are:

We treat every complaint seriously and with respect.

We handle complaints in a timely and efficient manner.

We investigate matters impartially and based on the available evidence.

We explain our findings and decisions clearly.

We use feedback to improve our removals and man and van services.

How to Make a Complaint

If you are unhappy with any aspect of our service, please let us know as soon as possible. Raising concerns promptly, and providing as much detail as you can, helps us investigate effectively and resolve the matter more quickly.

You may submit a complaint in writing. When you contact us, please include the following information where possible:

Your full name and any reference you have for your booking.

The date and approximate time of the service you are complaining about.

The address where the service took place.

A clear description of what went wrong or why you are dissatisfied.

Details of any damage, loss, delay, or other problem.

Any evidence that may help us understand the issue, such as photographs, inventories, or written notes.

What outcome you are seeking, such as an explanation, apology, correction, or compensation where appropriate.

Timeframes for Raising a Complaint

To allow us to investigate effectively, we ask that you raise any complaint as soon as you reasonably can after the event:

For visible damage or issues that are apparent on the day of your move, please report these as soon as possible.

For issues that only become apparent later, please notify us within a reasonable period after discovering the problem.

While we will consider complaints raised later, the passage of time may affect the evidence available and the options for resolution.

Initial Acknowledgement

Once we receive your complaint, we will record the details in our internal system and acknowledge that we have received it. In our acknowledgement, we will confirm that we have started our review and outline the next steps in the process.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the matter wherever possible. As part of our investigation, we may:

Review booking details, job sheets, and any written notes relevant to your move.

Speak to the driver or removals team members involved.

Examine any damage reports, photographs, or inventories.

Consider any previous correspondence or interactions related to the issue.

If we require further information from you to complete our investigation, we will contact you and explain what we need and why. We ask that you respond as promptly as possible so that we can progress the matter without unnecessary delay.

Our Response to Your Complaint

After we have completed our investigation, we will provide you with a clear written response setting out:

A summary of your complaint as we understand it.

The steps we have taken to investigate the matter.

Our findings, including whether we believe the complaint is upheld in full, in part, or not upheld.

Any actions we propose to take to put matters right, if appropriate.

Any changes we intend to make to our procedures or training as a result of the complaint.

Where a remedy is appropriate, this may include an apology, a service correction, or financial compensation in line with our terms and conditions and any applicable insurance or liability limits.

Escalation and Further Review

If you are not satisfied with the outcome of your complaint, you may request that we review the decision. In doing so, please explain why you disagree with our findings or proposed resolution and provide any additional information you believe is relevant.

A further review will then be carried out, where possible by a more senior member of our team or someone not previously involved. Following this review, we will provide a final response, reiterating our position or, where appropriate, adjusting our decision and proposed remedies.

Complaints Involving Damage or Loss

Where your complaint relates to alleged damage to or loss of your belongings during a move, we may ask for supporting evidence, such as photographs of the damage, purchase receipts where available, and details of the condition of the items before the move.

Any settlement will take into account our terms and conditions, the age and condition of the items, and any relevant limits on liability. We may also request the opportunity to inspect damaged items before agreeing any remedy.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, handling any associated claims, and improving our services. We will keep records of complaints and their outcomes in line with our data protection obligations and internal retention policies.

Using Feedback to Improve Our Service

We welcome all feedback, whether positive or negative, as it helps us improve the quality and reliability of our man and van and removal services. Trends identified through complaints and customer comments may lead to staff training, updates to our procedures, or changes to how we plan and carry out moves.

By raising your concerns with us, you help ensure that Man and Van Hampton continues to offer a professional, responsive, and customer-focused moving service for those relocating homes, offices, or individual items.



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Contact us

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

Street address: 60 Wensleydale Rd
Postal code: TW12 2LX
City: London
Country: United Kingdom

Latitude: 51.4194780 Longitude: -0.3683220
E-mail:
[email protected]

Web:
Description: Do you feel stressed about your move in Hampton, TW12? If you call us and hire our man and van team, the stress will ebb away at once!
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