Complaints Procedure
Complaints Procedure for Man and a Van Holland Park
Man and a Van Holland Park aims to provide a reliable, careful and professional removals service to 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 quickly and learn from the experience. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear, fair and straightforward way to raise any dissatisfaction with our man and van or removal services. It covers issues such as service quality, handling of belongings, punctuality, conduct of staff, charges and invoicing, and communication before, during or after a move.
We are committed to treating all complaints seriously, investigating them thoroughly, and resolving them where possible to the satisfaction of everyone involved.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This can include, but is not limited to:
Concerns about the care taken with your belongings during loading, transport or unloading.
Issues with timekeeping, such as late arrival or delays without adequate explanation.
Unclear or disputed charges relating to your removal or man and van booking.
Perceived rudeness, unhelpful behaviour, or unprofessional conduct by any member of our team.
Any other aspect of our removals and transport service that has not met your expectations.
If you are unsure whether your concern counts as a complaint, we encourage you to raise it with us so that we can address it.
3. How to Make a Complaint
You can make a complaint to Man and a Van Holland Park in writing or by speaking to us directly. For clarity and accurate record keeping, we recommend that complaints are put in writing wherever possible. This helps us understand the details and respond more effectively.
When submitting a complaint, please provide the following information:
Your full name and the address where the service was provided.
The date of your move or booking and any relevant reference you were given.
A clear description of what went wrong and when it happened.
The names or descriptions of any staff involved, if known.
Details of any damage, loss or additional costs you believe are linked to the issue.
What outcome you are seeking, for example an explanation, apology, correction of an error, or compensation.
The more information you can provide, the easier it is for us to investigate and respond fairly.
4. Time Limits for Making a Complaint
We ask that you raise any concerns as soon as possible so we can investigate while details are still fresh and any evidence is easier to review.
For service issues, such as lateness or conduct, please contact us within 7 days of the move date. For concerns relating to damage or loss of items, you should contact us as soon as you become aware of the issue, and no later than 7 days from the completion of the service. Complaints received after this period may be harder to investigate, but we will still consider them where reasonable.
5. How We Will Handle Your Complaint
We aim to make our complaints process as simple and transparent as possible. Once we receive your complaint, it will be handled in the following stages.
Stage 1: Initial Acknowledgement
We will acknowledge your complaint as soon as we reasonably can. At this stage, we may ask for further information or clarification if anything is unclear. We will confirm that your complaint has been logged and will outline the next steps in the process.
Stage 2: Investigation
Your complaint will be reviewed by a person with appropriate knowledge of our removals operations but who was not directly responsible for the issue you have raised, where possible. We may:
Speak with the staff involved in your move.
Review booking records, job sheets and any notes taken on the day.
Consider any photographs, descriptions or evidence you have provided.
Assess whether our usual procedures were followed and whether they are adequate.
We aim to complete our investigation and provide a response as soon as we can. If for any reason we need more time, we will keep you informed.
Stage 3: Response and Resolution
After the investigation, we will send you a clear written response setting out:
Our understanding of your complaint.
What we have investigated and the evidence considered.
Our decision and the reasons for it.
Any proposed remedy, such as an apology, explanation, corrective action or, where appropriate, compensation in line with our terms and conditions.
Our aim is to resolve issues fairly and proportionately, taking into account the circumstances of the move and the impact on you.
6. Escalating Your Complaint
If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed again. In your escalation, please explain why you are unhappy with the first response and what you believe has not been addressed.
A senior member of the team will then review your complaint, the original investigation and outcome, and any new information you provide. They may contact you for further clarification if needed. Following this review, you will receive a final response setting out our position.
7. Our Commitment to Fairness and Improvement
Man and a Van Holland Park is committed to handling every complaint impartially and respectfully. Your right to complain will never be affected by using our services again in the future, and we will not treat any customer less favourably because they have raised concerns.
We use the information gained from complaints to improve our removals and man and van services, including staff training, planning, communication and procedures for handling belongings. By telling us when something goes wrong, you help us to improve the experience for all customers.
8. Storage of Complaint Records
We keep a record of all complaints, the investigations carried out and the outcomes reached. These records are stored securely and used only for legitimate purposes such as resolving your complaint, monitoring service quality and improving our operations. We retain this information for as long as is reasonably necessary for these purposes and in line with our legal obligations.
9. Changes to This Complaints Procedure
We may update this complaints procedure from time to time in order to reflect changes in our services, legal requirements or best practice in the removals industry. The version published on our website will always be the most current procedure. By using our services, you agree that any complaints will be handled in accordance with the procedure in force at the time you raise your concern.
If you have any questions about this complaints procedure or need assistance in making a complaint, please contact us and we will be happy to help guide you through the process.
