Man with Van Queens Park Complaints Procedure

This Complaints Procedure explains how Man with Van Queens Park handles concerns and complaints about our man and van and removal services. Our aim is to provide a clear, fair and timely process so that any problems are addressed quickly and professionally.

We encourage customers to raise issues as soon as possible so we can put matters right and improve our services across our local and wider service areas.

Our Commitment to Customers

We are committed to delivering a reliable and professional removals service for households, tenants and businesses. If you feel that our service has fallen below the standard you expected, we will:

Listen carefully to your concerns, treat your complaint seriously, investigate what happened, keep you informed of progress, provide a clear response and, where appropriate, offer practical solutions or remedies.

We view complaints as an important opportunity to review how we operate our man and van services, including packing, loading, transport and delivery of goods.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:

Issues with punctuality on moving day, concerns about the handling or transport of your belongings, disagreements about quotes, charges or payment, behaviour or conduct of staff or contractors, communication problems before, during or after your move, or any other aspect of our removal services you believe did not meet reasonable expectations.

Raising a complaint will not affect your rights to use our services in the future and will not result in unfair treatment.

Stage One: Informal Resolution

We encourage you to raise your concern informally in the first instance. Many issues can be resolved quickly and efficiently by speaking to us as soon as the problem arises.

If you are still on site with our team, you can explain your concern to the driver or team leader and allow them the opportunity to correct the issue where possible. If the issue cannot be resolved on the day, you can contact our office as soon as is convenient and provide details of your concern.

At this stage we will aim to resolve the matter promptly, usually within a few working days, by discussing what happened and agreeing on a practical resolution.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if you prefer to make a formal complaint straight away, you may submit a formal complaint. When doing so, please provide the following information:

Your full name, the date of your move or service, a clear description of what went wrong, dates and times of key events where possible, and any supporting information such as photographs, item lists, or written notes.

Providing clear information helps us investigate the matter thoroughly and respond accurately.

How We Handle Formal Complaints

Once we receive your formal complaint, we will:

Acknowledge that we have received your complaint, begin an internal review of the events, check booking records, service notes and any relevant communications, speak with the staff or contractors involved where appropriate, consider any evidence you have provided, and assess whether our usual procedures were followed.

We aim to provide a full written response within 14 working days of receiving your complaint. If, for any reason, we need more time, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear explanation of our findings, including:

What we understand to have happened, whether we believe service standards were met or not, any factors that may have contributed to the problem, and what we can do to resolve the issue.

Depending on the nature of the complaint, possible outcomes may include an apology and explanation, corrective action for future bookings, practical support to address the issue, review of internal procedures or staff training, or, where appropriate and in line with our terms, consideration of financial remedies or contributions.

Any offer we make will be based on the facts available, our terms and conditions, and any relevant evidence.

Damage and Loss Concerns

If your complaint involves damage to or loss of items during a move, please make sure you tell us as soon as you become aware of the problem. Early notification allows us to investigate the circumstances while information is still fresh and before items are moved or discarded.

We may ask you to provide photographs, a description of the items, and details of any existing condition reports. Claims relating to damage or loss may also be subject to specific time limits and conditions set out in our terms and conditions.

Further Review and Escalation

If you remain dissatisfied after you have received our formal response, you may request that we review the decision again. In doing so, please explain why you are unhappy with the outcome and highlight any information you feel was not considered.

We will then arrange for a further review, which may involve a different member of our management team, to ensure a fresh assessment of your concerns. We will respond to this further review request within a reasonable timeframe and explain whether our decision has changed or remains the same, and why.

Using Feedback to Improve Our Service

All complaints and feedback are recorded and reviewed to help us improve our man and van and removal services across the areas we cover. We look at patterns in complaints, review how we could have acted differently, update risk assessments, and introduce or revise staff training to prevent similar issues arising again.

By following this Complaints Procedure, Man with Van Queens Park aims to give every customer confidence that their concerns will be taken seriously and managed in a professional, transparent and fair way.