Complaints Procedure

Man and Van Holland Park Formal Complaints Procedure

This complaints procedure explains how Man and Van Holland Park manages and resolves concerns about our removal and man and van services. We aim to provide a reliable, careful and professional moving experience, but we recognise that problems can occasionally occur. When they do, we are committed to putting things right as quickly and fairly as possible.

Our Commitment to Handling Complaints

We take every complaint seriously, whether it relates to local moves, longer-distance removals, packing, loading, transport, or any other aspect of our service. Our goals when handling a complaint are to:

Understand what has happened from your perspective, investigate the facts objectively, respond in a clear and timely manner, offer a fair resolution where we are at fault, and use your feedback to improve our moving services.

This procedure applies to all customers who have used Man and Van Holland Park for removals, man and van hire, or related services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This may include, but is not limited to:

Concerns about the punctuality or conduct of drivers or porters. Issues with packing, loading, unloading or handling of items. Concerns about damage, loss, or missing items. Disagreement with a quote, invoice or additional charge. Dissatisfaction with communication before, during or after the move. Any other area where you feel we have not met reasonable service standards.

You do not need to use any special wording to make a complaint. If you tell us you are unhappy and want us to respond, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always do our best to resolve issues raised on the day of the move, we recommend that you follow up in writing so that both sides have a clear record.

When submitting your complaint, please provide:

Your full name and the address where the service took place. The date of your move or booking. A clear description of what went wrong. Any relevant supporting information, such as photographs of damage, inventory lists, or job references.

Providing as much detail as possible helps us investigate quickly and accurately.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the move, so that we can gather accurate information while details are still fresh. In particular:

For concerns about service quality or staff conduct, please contact us within 7 days of the move. For damage or loss claims, please notify us within 48 hours of the move where possible, and provide supporting evidence as soon as you can.

If you contact us after these time frames, we will still review your complaint, but it may be more difficult to investigate or offer a full remedy.

Our Complaints Handling Process

We aim to make our process straightforward and transparent, following these main steps:

Acknowledgement. We will acknowledge receipt of your complaint as soon as reasonably possible. If your complaint is made verbally, we may summarise our understanding in writing to you to ensure accuracy.

Investigation. A member of our team will review your complaint, speak to any staff involved, and check relevant records such as booking details, inventory lists and job notes. We may contact you to clarify points or request further information.

Response. Once the investigation is complete, we will provide you with a written response setting out our findings, any factors considered, and what outcome we can offer. We will aim to do this within 14 working days, although more complex matters may take longer. If we need more time, we will let you know.

Resolution. Where we identify that our service has fallen below reasonable standards, we will offer an appropriate remedy. This may include an apology, corrective action, a gesture of goodwill, or compensation in line with our terms and conditions and any applicable limitations of liability.

Outcomes and Remedies

All remedies are considered on a case-by-case basis, taking into account:

The nature and extent of any loss or inconvenience. The condition and value of any affected items. The level of service originally agreed. Whether you followed the guidance provided before and during the move.

Any settlement will reflect the contractual terms agreed at the time of booking, including any limits on liability for fragile or self-packed items, and the need for appropriate insurance where required.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed again. In doing so, please state why you disagree with our findings or outcome and provide any additional information you believe has not been considered.

A different member of our management team will then reassess the complaint and issue a final written decision. This will normally complete our internal complaints process.

Using Feedback to Improve Our Removal Services

Every complaint, whether upheld or not, is recorded and reviewed so that we can identify patterns and recurring issues. This helps Man and Van Holland Park to:

Improve training for drivers and porters. Refine our packing and handling procedures. Review our booking, quoting and communication processes. Enhance the overall reliability and safety of our removals and man and van services.

We value the time customers take to share their experiences, as it directly supports the continuous improvement of our local and longer-distance moving services.

Fairness and Confidentiality

We handle all complaints in a fair, respectful and non-discriminatory manner. Your complaint will not affect your right to receive service from us in the future. Information you provide will be treated as confidential and will only be shared with staff or external parties where necessary for investigation, legal compliance, or the processing of any agreed remedy.

By following this complaints procedure, Man and Van Holland Park aims to maintain high standards of customer care throughout every stage of your move, from initial enquiry to the safe delivery of your belongings.