Complaints Procedure

Complaints Procedure for Man with Van Queen's Park

Man with Van Queen's Park is committed to providing reliable, professional removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to put matters right quickly, fairly, and transparently. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose and Scope of This Procedure

This complaints procedure covers any dissatisfaction you may have with our removal or man and van services. This includes issues relating to bookings, communication, punctuality, conduct of staff, handling of goods, delivery of services, and the condition of items after a move or collection. It applies to all customers who use our services for domestic or light commercial moves, as well as smaller transport jobs within our usual service areas.

We use feedback and complaints to improve how we plan moves, protect your belongings, and manage customer communication before, during, and after your appointment.

2. What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. Examples include:

Delays or missed arrival times on moving day.

Concerns about the behaviour, attitude, or professionalism of our team.

Disputes about the service agreed versus the service delivered.

Damage, loss, or incorrect handling of your property or goods.

Issues with quotations, invoicing, or charges related to a removal or man and van job.

If you are unsure whether your issue counts as a complaint, you can still contact us and we will guide you through the process.

3. How to Raise a Complaint

We encourage you to raise any concerns as soon as possible so that we can investigate while details are still fresh. You can make a complaint verbally or in writing. When submitting a complaint, please provide as much detail as you can, including:

Your full name and any reference or booking details you have.

The date and approximate time of the move or service.

The address where the service took place and the destination, if relevant.

A clear description of what went wrong and how it affected you.

Details of any damage, loss, or additional costs incurred.

Any supporting information such as photographs, inventories, or messages.

Having this information helps us review what happened, speak to the team involved, and provide a more accurate and fair response.

4. Our Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage we will let you know that we are looking into the matter and may ask you for any additional information we need to understand the issue fully.

We aim to resolve straightforward complaints quickly, often within a few working days. For more complex matters, particularly those involving possible damage or loss of goods, we may need longer to investigate. If so, we will keep you updated on our progress and provide a realistic timeframe for a full response.

5. Investigation and Assessment

Our investigation will be fair, impartial, and proportionate to the nature of the complaint. Depending on the circumstances, we may:

Review your booking details, quotation, and any specific instructions you gave us.

Check job sheets, photographs, and notes taken by our team on the day.

Speak to the staff members who attended your property or handled your goods.

Assess any evidence you provide, such as photographs of alleged damage.

Consider relevant terms and conditions that applied to your booking.

We will weigh all available information before reaching a decision on what happened and how best to resolve the matter.

6. Outcome and Resolution

After we have completed our investigation, we will provide you with a clear written or verbal outcome. This will explain:

Our understanding of the events and any contributing factors.

Whether we uphold your complaint in full, in part, or do not uphold it.

Any actions we propose to remedy the situation.

Possible forms of resolution may include:

An apology and explanation of what went wrong.

Corrective action, such as revisiting a property to complete agreed work where practical.

Consideration of compensation or contribution towards reasonable costs, where appropriate and in line with our terms and conditions.

Changes to our internal processes or staff training to reduce the chance of similar issues occurring again.

7. If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint or believe that the issue has not been fully addressed, you may ask us to review the decision. When requesting a review, please explain why you remain dissatisfied and provide any new information that you think we should take into account.

We will then re-examine the complaint, which may involve a more senior member of our team. Following this review, we will confirm our final position and the reasons for it. This will complete our internal complaints process.

8. Time Limits for Complaints

We encourage customers to raise concerns as soon as possible and ideally within a reasonable period after the service was provided. Prompt reporting allows us to investigate more effectively, especially where there are questions about specific items, access issues, or the conduct of staff on the day.

While we will consider complaints made later, delays in reporting may limit the evidence available and may affect the outcome.

9. Our Commitment to Fairness and Improvement

Every complaint is treated confidentially and with respect. Your feedback helps us improve how we plan moves, protect belongings, and deliver man and van services across our operating areas. We do not treat customers less favourably because they have raised a complaint, and we encourage honest communication throughout the process.

We regularly review complaints to identify patterns or recurring issues, and we use these insights to improve staff training, customer information, and operational planning.

10. Keeping Records

We keep a record of all complaints, investigations, and outcomes. These records help us monitor performance, meet our responsibilities to customers, and demonstrate that we handle complaints in a consistent and reasonable way.

By using our services, you agree that information related to your complaint may be recorded and stored in line with our approach to customer information. We only use this information to manage your complaint and improve our services.

This complaints procedure is intended to give you confidence that, if something does not go as expected with your removal or man and van service, your concerns will be taken seriously and handled professionally from start to finish.