Complaints Procedure
Complaints Procedure for Man and a Van Queen's Park
Man and a Van Queen's Park aims to provide reliable, professional and efficient removal services for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and fair route to share concerns about any aspect of our moving and transport services. This includes local moves, long-distance removals, packing, loading and unloading, and any related services provided by our team.
We use all complaints as an opportunity to review our work, improve our processes and maintain high standards of care for people and property throughout every stage of a move.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, that requires a response. Examples include:
Concerns about punctuality, time-keeping or reliability of our removal team. Issues with conduct, courtesy or communication from staff or drivers. Dissatisfaction with how items were handled, packed, loaded, transported or unloaded. Concerns about damage to property, missing items or lack of protection during a move. Disagreement with how a previous concern or issue has been addressed.
We treat every complaint seriously, whether it is about a small local move, a larger relocation, or additional services provided as part of a removal.
How to Make a Complaint
We encourage you to raise any concerns as soon as possible so that we can resolve matters quickly. You can make a complaint in the following ways:
In person to a member of our team during or immediately after your move. In writing, setting out what happened, when it happened, and what outcome you are seeking. Through any communication method you normally use to contact our office.
When submitting your complaint, please provide:
Your full name and any booking reference you have. The date and approximate time of the move or service. A clear description of the issue, including any relevant details. Any supporting information you wish to share, such as photographs of damage or written notes.
Our Commitments When You Complain
When you raise a complaint about our removal services, we commit to the following standards:
We will treat you with respect, listen carefully and avoid defensive responses. We will acknowledge your complaint within a reasonable timeframe. We will aim to investigate promptly and fairly, gathering all relevant information. We will provide a clear response, explaining our findings and any actions we propose to take.
Where possible, we always seek to resolve matters informally and to your satisfaction at the earliest opportunity.
Stages of the Complaints Process
Stage One: Informal Resolution
In the first instance, we encourage you to raise the issue with the team member you dealt with or with our office contact. Many concerns can be clarified and resolved quickly through open discussion, especially when raised close to the time of the move.
At this stage we may:
Offer an explanation of what happened and why. Clarify any misunderstandings about the service provided. Propose practical steps to put things right where possible.
Stage Two: Formal Complaint
If you are not satisfied with how your concern has been handled informally, or if the issue is more serious, you may submit a formal complaint in writing.
On receipt of a formal complaint, we will:
Acknowledge that we have received your complaint. Review the details of your booking, job notes and any information from our team. Consider any evidence or information you supply. If necessary, contact you for further details or clarification.
We will then provide a written response setting out:
Our understanding of the complaint. The findings of our review. Any offer or remedy we consider appropriate. Any changes we will make to our procedures, where relevant.
Stage Three: Further Review
If, after receiving our formal response, you remain dissatisfied, you may request a further internal review. At this stage, your complaint and our previous handling of it will be reconsidered, wherever possible by a different person or at a higher level within the business.
The review will focus on whether the complaint was handled fairly, whether all relevant information was taken into account, and whether the outcome is reasonable in the circumstances.
Possible Outcomes and Remedies
Outcomes will depend on the nature of the complaint and the findings of our review. Possible remedies may include:
A clear explanation or apology where service has fallen below our standards. Practical steps to put things right where this is reasonably possible. A goodwill gesture where appropriate and proportionate to the issue. Action to improve training, supervision or processes for future removal jobs.
Any financial remedies will be considered in line with our terms and conditions, including any limits or exclusions that apply to your booking.
Time Limits for Complaints
To help us investigate effectively, we ask that complaints relating to removal services are made as soon as possible and, in any case, within a reasonable period after the move has taken place. Complaints raised long after the event may be more difficult to investigate fully, particularly where evidence or records are limited.
Confidentiality and Data Protection
All complaints will be handled in confidence. Information will only be shared with those who need it in order to investigate and resolve the matter. We will manage any personal data in line with our data protection obligations and will retain complaint records only for as long as necessary.
Our Commitment to Continuous Improvement
We value feedback from customers across our service area and treat complaints as an important source of learning. Trends and recurring issues are reviewed so we can improve the way we plan moves, protect your belongings, communicate about timings, and support our teams on the road.
By following this complaints procedure, we aim to handle every concern fairly, transparently and with respect, helping to maintain confidence in the moving and transport services provided by Man and a Van Queen's Park.
