Complaints Procedure

Complaints Procedure for Man with Van Holland Park

Man with Van Holland Park is committed to providing a reliable, careful and professional moving service. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise a complaint about our man and van or removal services, and how we will respond.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear route for raising any dissatisfaction with the services provided by Man with Van Holland Park. It covers issues related to bookings, communication, conduct of movers, punctuality, handling of belongings, completion of work, and any other aspect of our moving and transport services.

We treat all complaints seriously and use the information you provide to improve our standards and prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the services provided by Man with Van Holland Park. This may include, but is not limited to:

Service not delivered as agreed in the booking details.

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

Delays, missed arrival times or scheduling issues.

Concerns about the behaviour, attitude or conduct of staff.

Disputes about charges, additional costs or payments.

Any perceived breach of our terms and conditions for moving and removal services.

How to Make a Complaint

You may raise a complaint as soon as you become aware of a problem. The sooner you contact us, the easier it is for us to investigate and respond effectively.

You can make a complaint in writing, providing as much detail as possible. When submitting your complaint, please include:

Your full name.

The date of your move or booking.

The address or addresses where the service took place.

A clear description of what went wrong.

Any relevant reference numbers or booking details.

Photographs or other supporting evidence, if applicable.

What outcome you are seeking, such as clarification, an apology, or a review of charges.

Time Limits for Raising a Complaint

We ask that complaints relating to our moving and removal services are raised within a reasonable period of time. For issues involving damage to belongings or property, you should notify us as soon as possible, and preferably within 7 days of the service being carried out. This enables us to make a fair assessment of the circumstances.

Complaints about conduct, punctuality or administration of the booking should be raised within 28 days of the service. Complaints made after this period may be more difficult to investigate fully, but we will still review them where possible.

How We Will Handle Your Complaint

Upon receiving your complaint, we will follow these steps:

First acknowledgement. We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, this will be done within 5 working days.

Initial review. We will review the details of your complaint, including your booking information, job notes and any evidence you have provided.

Investigation. We may speak to the team members who carried out your move, review photographs or records, and if necessary request further information from you.

Response. Once the investigation is complete, we will provide a written response setting out our findings, any action we propose to take, and the reasons for our decision.

Timeframe. We aim to provide a full response within 28 days of receiving your complaint. If the investigation is more complex and more time is needed, we will explain the delay and provide an updated timeframe.

Possible Outcomes

Depending on the nature and outcome of the investigation, Man with Van Holland Park may:

Provide an explanation or clarification of what happened.

Offer an apology where we have fallen short of our standards.

Review or adjust charges where appropriate.

Propose a goodwill gesture, where justified.

Inform you if we do not believe the complaint is upheld, with reasons.

Use your feedback to improve staff training, operational procedures or customer communication.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that it is reviewed by a senior member of our team. When asking for an escalation, please explain why you are unhappy with the initial decision and what further outcome you are seeking.

The escalated review will consider all the information gathered so far, along with any additional points you raise. Following the review, we will provide a final written response. This final response represents the end of our internal complaints process.

Your Responsibilities When Raising a Complaint

To help us handle your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about the issue.

Submit any supporting evidence as soon as possible.

Communicate in a respectful and reasonable manner with our staff.

Allow us reasonable time to investigate and respond.

Cooperate with any requests for additional information that are necessary to assess your complaint.

Data Protection and Confidentiality

All complaints are handled in accordance with applicable data protection and privacy requirements. The details of your complaint will be shared only with those within Man with Van Holland Park who need the information to investigate and respond. We keep a record of complaints to monitor performance and improve our removal and man and van services, but we do not share personal complaint details outside the company without lawful reason.

Continuous Improvement

Man with Van Holland Park values feedback from customers and treats complaints as an opportunity to learn and improve. By following this procedure, we aim to resolve issues fairly and maintain high standards in all aspects of our moving services.