Man and Van Queen's Park Complaints Procedure

Man and Van Queen's Park is committed to providing reliable and professional moving and removal services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, what information we need from you, how we will respond, and the steps we take to put things right.

1. Purpose of this complaints procedure

This procedure is designed to give customers a clear and straightforward way to tell us when something has gone wrong. It applies to all services we provide, including man and van moves, home removals, small office relocations, collection and delivery, loading and unloading, and related removal work.

We use complaints and feedback to review our performance, improve our moving services, and prevent similar issues occurring in the future.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, pricing, communication, or the way your move was carried out, where you would like a response or resolution.

Examples of complaints may include:

Delays or missed arrival times for your removal service.

Concerns about the handling or protection of your belongings.

Disagreement about charges, quotes, or additional fees.

Quality of customer service before, during, or after your move.

Any other matter where you feel we have not met our stated standards.

3. How to make a complaint

You can make a complaint verbally or in writing. While we will always try to resolve issues raised by phone or in person, we encourage written complaints where possible so that we have a clear record of your concerns.

When submitting a complaint, please provide the following information:

Your full name.

The date of your move or booking.

The collection and delivery addresses used for the move.

A description of what went wrong and when it happened.

Names of any staff you dealt with, if known.

Any supporting details such as photographs, inventories, or written confirmations.

What outcome or resolution you are seeking, where applicable.

4. Time limits for making a complaint

We recommend that you raise any concerns as soon as possible after the issue occurs, as this helps us investigate effectively. For issues relating to property damage or loss, it is important that you notify us as soon as you become aware of the problem.

While we will always do our best to look into older matters, delays in reporting may make it more difficult to gather information, particularly with time-sensitive removal work.

5. Our complaints handling stages

We aim to deal with all complaints in a fair, consistent, and timely way. Our process usually follows these stages:

Initial acknowledgement.

Investigation.

Response and proposed resolution.

Review, if you remain dissatisfied.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as we reasonably can. For written complaints, we aim to confirm receipt within a short period of time. At this stage, we may ask for further details or clarification so that we fully understand your concerns.

Stage 2: Investigation

We will then investigate your complaint. This may include:

Reviewing your booking details and removal paperwork.

Checking any photographs or evidence provided.

Speaking with the driver or removal team involved.

Reviewing vehicle logs or schedules relevant to your move.

Considering our terms, conditions, and service standards.

We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the issue.

Stage 3: Outcome and resolution

After we complete our investigation, we will explain our findings and any actions we propose to take. This may include:

An apology and explanation where things have gone wrong.

Corrective action for service issues we can reasonably address.

Reviewing and adjusting internal procedures or training.

In appropriate cases, consideration of a goodwill gesture, subject to our terms and any applicable limitations.

We will provide our response in writing if your complaint was submitted in writing, or in another agreed format.

Stage 4: Review of the decision

If you are not satisfied with the outcome at Stage 3, you may request a review. When asking for a review, please explain which parts of our response you disagree with and provide any further information that you believe has not been considered.

Where possible, a different member of our management team will review the complaint, the investigation, and the decision. The review may confirm, change, or add to our original response, and we will explain the reasons for any final decision reached.

6. Complaints about damage or loss

Where your complaint relates to alleged damage or loss of items during a move, we may ask for additional details to help us assess your concerns. These may include:

Photographs of the damage.

Confirmation of the condition of items before the move.

Details of packaging, labelling, and dismantling or assembly.

Any relevant receipts or purchase information you hold.

We will also review our records, including inventories and any notes made by the removal team on the day. Our assessment will take into account our terms and conditions and any agreed limits on liability.

7. Our commitment to fairness

We treat every complaint with respect, confidentiality, and objectivity. We do not discriminate against anyone who raises concerns, and making a complaint will not affect your ability to use our services in the future.

We expect all communication between customers and our staff to be polite and respectful. We may decline to engage with threatening or abusive behaviour but will always seek to handle genuine complaints professionally.

8. Learning from complaints

Complaints and feedback help us maintain and improve the quality of our man and van and removal services. We regularly review issues raised to identify patterns, training needs, and opportunities to improve our scheduling, communication, pricing clarity, and handling of belongings.

By following this complaints procedure, our aim is not only to address individual concerns but also to enhance the overall experience for all customers who rely on Man and Van Queen's Park for their moves.

9. Updates to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals sector. The version published here will always explain our current approach to handling complaints.