Man with Van Queens Park Complaints Procedure

This complaints procedure explains how Man with Van Queens Park manages, investigates and resolves complaints relating to our man and van and removals services. Our aim is to provide a clear, fair and simple process so that any concerns are addressed promptly and professionally.

Our Commitment to Customers

We are committed to delivering a reliable and respectful removals service for homes, flats and businesses. If something goes wrong, we want to know about it so we can put things right and improve the way we work. Every complaint is treated seriously, handled confidentially and used as an opportunity to review our performance.

We will always aim to:

Listen carefully to your concerns and understand what has happened from your perspective.

Respond within reasonable timescales and keep you informed of progress.

Be open and honest about any mistakes and the steps we will take to correct them.

Use your feedback to improve our removals and man with a van services in the future.

What Counts as a Complaint

You may wish to raise a complaint if you are unhappy with any part of our service, including but not limited to:

Booking and administration of your removal or delivery.

Punctuality, behaviour or conduct of our drivers or porters.

Care taken when loading, transporting or unloading your belongings.

Condition of items on delivery, including loss or damage.

Charges, invoicing or any aspect of our pricing that you feel was unclear.

Quality of communication before, during or after your move or collection.

If you are unsure whether your concern is a complaint, raise it with us and we will treat it with the same care and attention.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage written complaints where possible, as this helps us keep an accurate record and investigate more effectively.

When submitting your complaint, please include the following details so that we can deal with it efficiently:

Your full name and the address where the service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Names or descriptions of any staff involved, if known.

Any supporting information such as job references, photographs of damage or item lists.

What outcome you are seeking, for example an explanation, apology, repair, replacement or reimbursement in line with our terms.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this first stage we will:

Confirm we have received your complaint and that we are looking into it.

Review the booking details, job notes and any relevant photographs or documentation.

Speak to the staff members involved, where appropriate, to understand their account of events.

We aim to provide an initial response within a reasonable timeframe, normally within ten working days. In some cases we may be able to resolve the issue immediately with an explanation, apology or simple corrective action.

Stage Two: Investigation and Outcome

If your complaint cannot be resolved quickly or is more complex, it will be escalated to a more detailed investigation. During this stage we may:

Ask you for further information or clarification if anything is unclear.

Inspect any reported damage where practical, or request photographs and item descriptions.

Review our service terms and any agreed inventory or special instructions.

Consider whether our staff followed our procedures and safe handling practices.

Once the investigation is complete, we will provide a written outcome that sets out:

Our understanding of your complaint.

The steps we took to investigate it.

Our findings and any factors that influenced our decision.

Any remedies we are able to offer, which may include an apology, corrective work, contribution to repair or other resolution in line with our contractual responsibilities and limitations.

Stage Three: Further Review

If you remain dissatisfied after receiving our outcome, you may request a further review. At this stage we will:

Reassess the complaint and the investigation already carried out.

Consider any new information or evidence you wish to provide.

Check that our procedures and terms have been applied fairly and consistently.

After this review we will issue a final response. While this may not always change the original decision, we will explain our reasoning clearly and confirm any final position regarding compensation or remedial action within the limits of our service agreement.

Timescales for Complaints

We encourage customers to raise complaints as soon as possible after the service, particularly where there is damage or loss, so that we can investigate effectively. Prompt reporting makes it easier to trace items, check vehicles and speak to staff while details are still fresh.

Although we will always consider complaints raised later, delays may limit the options available for resolution or make it more difficult to establish exactly what happened.

Fairness and Confidentiality

All complaints are handled fairly and without discrimination. The fact that you have complained will not affect any future removals or man and van services you choose to book with us.

Your personal information and the details of your complaint will be handled in confidence and used only for the purpose of investigating and resolving your concerns, except where we are required to share information by law or for insurance purposes.

Using Complaints to Improve Our Service

We regularly review complaints and feedback to identify recurring issues and opportunities for improvement in our removal services. This may include updating staff training, improving our packing and handling procedures, revising job checklists or clarifying our booking information and terms.

By following this complaints procedure, Man with Van Queens Park aims to resolve individual issues fairly while continually improving the reliability, safety and professionalism of the services we provide to our customers.