Hackney Man and Van Complaints Procedure

Hackney Man and Van is committed to providing a reliable and professional removal service for homes, businesses, and tenants. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us if you are unhappy, how we will respond, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We treat every complaint seriously and see it as an opportunity to put things right and improve our removal and man and van services. We aim to resolve complaints quickly, fairly, and consistently. We will always listen carefully, be respectful, and keep you informed throughout the process.

We will ensure that your complaint is investigated by someone with sufficient knowledge and authority, and that it is handled in a way that is objective and transparent.

What This Complaints Procedure Covers

This procedure applies to all customers who use Hackney Man and Van for removal services, man and van bookings, packing assistance, or related transport work. You can use this procedure to raise concerns about:

Service quality on the day of your move or collection and delivery

Conduct or behaviour of our drivers, porters, or customer service team

Damage to property or belongings during loading, transport, or unloading

Accuracy of booking details, timings, or pricing information

Any other aspect of our service that you believe did not meet the standard you were expecting

This procedure does not cover general enquiries, booking changes, or emergency issues that require immediate operational attention. Those should be raised directly with our bookings or operations team.

How to Make a Complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing wherever possible so that we have a clear record of the issues you are raising and the outcome you are seeking.

When submitting your complaint, please include:

Your full name and any reference or booking number

The date and time of the move or service

A clear description of what went wrong

Details of any conversations you have already had with our team

Details of any loss or damage you are claiming for, with photos where relevant

Your preferred outcome or what you would consider a fair resolution

Time Limits for Raising a Complaint

To help us investigate effectively, please raise your complaint as soon as possible after the event. For matters involving potential loss or damage to items, you should notify us as soon as you discover the issue. Delays in reporting may affect our ability to review the circumstances fully and may also affect any possible compensation.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it and begin an initial review. At this first stage we will:

Log your complaint in our internal system

Identify the team members involved in the job or service

Gather relevant information, such as notes, timings, and job records

Where necessary, contact you for clarification or further detail

Our goal is to provide an initial response within a reasonable period. This response may include a proposed resolution, a request for more information, or an outline of the next steps if the matter requires a more detailed investigation.

Stage Two: Detailed Investigation

If your complaint is complex, relates to potential property damage, or you are not satisfied with the initial response, your complaint will move to a more detailed investigation stage. At this stage we may:

Speak to the driver or removals team involved in your booking

Review any relevant photos, inventory details, or job notes

Consider any external factors that may have affected the service, such as access issues or restrictions at collection or delivery points

Assess whether our terms and conditions were followed correctly

Following this investigation, we will provide a written outcome explaining:

Our findings and how we reached our decision

Whether your complaint is upheld in full, in part, or not upheld

Any steps we will take to put things right, which may include an apology, service improvements, or where appropriate a financial gesture in line with our terms and conditions

Stage Three: Escalation and Final Review

If you remain dissatisfied after the outcome of the detailed investigation, you may request an escalation and final review. At this stage, your complaint will be reviewed by a senior member of our team who was not directly involved in the original job.

They will consider:

All information you and our team have provided

Whether our complaints procedure has been followed correctly

Whether the outcome is fair and reasonable in the circumstances

Once this review is complete, we will issue our final position on your complaint. At this point our internal complaints process will be considered exhausted.

Outcomes and Remedies

Where we identify that our service has fallen below the standard you should reasonably expect from a professional removal provider, we will consider appropriate remedies. These may include:

A clear explanation and sincere apology

Corrective action for future bookings or operational procedures

In appropriate cases, a goodwill gesture or compensation, assessed in line with our terms, conditions, and any applicable limitations of liability

Any remedy offered will take into account the specific circumstances of your booking, the nature of the issue, and the evidence available.

Data Protection and Confidentiality

All complaints are handled in line with our data protection responsibilities. Information you provide to us will be used solely for managing and resolving your complaint, training and service improvement, and any legal or regulatory requirements. We will not share your complaint details outside Hackney Man and Van unless required to do so by law.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas where we can improve our removal and man and van services. Issues raised by customers may lead to additional staff training, updates to our procedures, or improvements to how we plan and deliver moves.

By following this complaints procedure, our aim is to ensure that every concern is listened to, properly investigated, and used to maintain and improve the service standards you expect from Hackney Man and Van.