Complaints Procedure for Man with Van Holland Park

Man with Van Holland Park is committed to providing a professional and reliable removal and moving service. If something goes wrong, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Scope of this complaints procedure

This procedure applies to all customers who use Man with Van Holland Park for removal, man and van, deliveries, or related moving services. It covers issues such as service quality, conduct of staff or contractors, delays, damage to goods, and billing or administrative concerns.

Our complaints principles

When you raise a complaint, we will aim to:

1. Treat you with respect and courtesy at all times.
2. Handle your complaint promptly and fairly.
3. Investigate the facts thoroughly and impartially.
4. Keep you informed of progress and likely timescales.
5. Offer a clear explanation and, where appropriate, a suitable remedy.

Informal resolution

If you are unhappy with any aspect of our service, we encourage you to speak with the driver or team on the day of your move where possible. Many issues can be resolved quickly on site through discussion and minor adjustments to the service.

If the matter cannot be resolved on the day, or if you prefer not to discuss it in person, you can raise a formal complaint using the process set out below.

How to make a formal complaint

Please submit your complaint in writing so that we can keep a clear record of the details. In your complaint, include the following information to help us investigate effectively:

1. Your full name and the address where the service was provided.
2. The date and approximate time of your booking or move.
3. A clear description of what went wrong, including relevant facts and times.
4. Any reference numbers or booking details you have been given.
5. Details of any losses or damage you believe occurred.
6. What outcome or resolution you are seeking.

We recommend submitting your complaint as soon as reasonably possible and within 14 days of the service taking place. This allows us to investigate while details are still recent and evidence is easier to obtain.

Acknowledgement of your complaint

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will normally include:

1. Confirmation that your complaint has been received and logged.
2. The name or role of the person responsible for handling your complaint.
3. An outline of the next steps in the process.
4. An estimated timeframe for a full response.

Investigation process

Your complaint will be investigated by a manager or a suitably senior member of our team who was not directly involved in the issue where possible. The investigation may include:

1. Reviewing your booking details, inventory and job notes.
2. Speaking with the driver and removal team who attended your job.
3. Considering any photographs, evidence or supporting documents you provide.
4. Assessing our own policies and procedures relevant to your complaint.

We aim to complete our investigation and provide a full written response within 14 working days of acknowledging your complaint. If your complaint is complex or requires additional time, we will let you know and provide an updated timeframe.

Our response and possible outcomes

At the end of our investigation, we will provide a written response setting out:

1. A summary of your complaint and the issues raised.
2. The steps we took to investigate your concerns.
3. Our findings based on the evidence available.
4. Any action we will take to address the matter.
5. Any offer of remedy where appropriate.

Depending on the nature of your complaint, possible outcomes may include:

1. An apology and explanation where we have fallen short of our standards.
2. Practical steps to put things right, where this is possible.
3. A goodwill gesture, partial refund or other form of redress where justified.
4. Confirmation that we do not believe a remedy is due, with reasons.

Damage and loss claims

If your complaint concerns alleged damage to property or loss of items during a removal or man and van service, we may ask you to provide supporting evidence such as photographs, descriptions of the damage, proof of value, or repair estimates. Claims may be subject to the terms and conditions agreed at the time of booking.

We will assess damage and loss claims carefully and fairly, taking into account our contractual obligations, any limits of liability and the information provided by all parties.

Escalation of your complaint

If you are unhappy with our final response, you may ask for your complaint to be reviewed by a more senior person within the business where this is possible. Your request for escalation should be made in writing and should explain why you are dissatisfied with the outcome or the way your complaint was handled.

The senior reviewer will consider the existing evidence and may request further information if needed. They will normally respond within 14 working days, confirming whether the original decision is upheld, modified, or overturned and explaining the reasons for their conclusion.

Improving our service

We take all complaints seriously and use them as an opportunity to review how we operate and how we deliver local and longer-distance moving services. Where appropriate, we may update our training, procedures or communication so we can provide a more reliable and efficient removal service in future.

Record keeping

We keep records of complaints received, investigations carried out and outcomes reached. These records help us monitor patterns, identify areas for improvement and ensure that similar issues are handled consistently across our services.

Review of this complaints procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using Man with Van Holland Park. We may update it from time to time to reflect changes in our services, internal processes or applicable guidance.