Complaints Procedure

Complaints Procedure for Man with Van Holland Park

Man with Van Holland Park is committed to providing a reliable and professional removal service for domestic and business customers. We recognise that, on occasion, things may not go as expected. When this happens, we want to know about it so that we can put matters right and continually improve our services.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.

Our Commitment to You

We aim to resolve all complaints fairly, promptly and transparently. Our objectives are to:

Listen carefully to your concerns about any aspect of our man and van or removals service.

Investigate what has happened in a balanced and objective way.

Provide a clear explanation, an appropriate remedy where due, and any learning outcomes.

Use feedback from complaints to improve our removal services, communication and customer care.

What Can You Complain About

You can complain about any part of our service, including but not limited to:

The conduct, attitude or professionalism of a driver, porter, or any team member.

Delays, missed appointments, or issues with timekeeping for moves or collections.

Damage to property or belongings that you believe was caused by our team.

Errors in the agreed pricing, invoicing or charges for your removal or man and van booking.

Failure to provide the level of service that was agreed in advance.

Any concern about health and safety during loading, unloading, or transportation.

If you are unsure whether your issue is covered, you are still encouraged to contact us so we can advise on the best way forward.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we accept complaints made in any reasonable way, we recommend putting your concerns in writing where possible. This helps us fully understand the issue and investigate more effectively.

When submitting your complaint, please provide:

Your full name and the address where the service was carried out.

The date of your move or booking and, if known, your booking reference.

A clear description of what went wrong and when it happened.

Details of any conversations already held with our team about the issue.

Photographs or supporting information, if your complaint relates to damage or loss.

What outcome you are seeking, such as an explanation, apology, or compensation where appropriate.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm:

That we have received your complaint.

Who will be responsible for handling your complaint.

Any further information we may need from you to carry out our investigation.

Our expected timescale for providing a full response.

Investigation Process

Your complaint will be handled by a person with appropriate authority and knowledge of our moving and transport operations, but who was not directly responsible for the issue whenever possible. The investigation may include:

Reviewing your booking details, job notes and any related documents.

Speaking with the driver and any staff member involved in the service.

Reviewing photographs, condition reports or inventory lists where applicable.

Assessing whether our standard procedures were followed.

Considering what should reasonably have happened in the circumstances.

We may contact you during this process if we need clarification or further information.

Our Response

After completing our investigation, we will provide you with a clear written response. This will normally include:

A summary of your complaint and the key issues raised.

Details of the steps we took to investigate.

Our findings and whether your complaint has been upheld in full, in part, or not upheld.

Any offer of remedy, which may include an apology, practical resolution, or compensation where appropriate and proportionate.

Any changes or improvements we plan to make as a result of your complaint.

We aim to respond as promptly as is reasonable, taking into account the complexity of the matter and the information required to make a fair decision.

Remedies and Compensation

Where we identify that we have fallen short of our standards or your reasonable expectations, we will seek to put things right. Possible outcomes may include:

A sincere apology and explanation of what went wrong.

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

Financial compensation or contribution, where there is clear evidence of loss or damage caused by our negligence, in line with our terms and conditions and any applicable insurance cover.

Steps to prevent the same issue from recurring, such as staff training or procedural changes.

If You Are Not Satisfied

If you are unhappy with our initial response, you may request that your complaint is reviewed. A more senior person within the business will then re-examine the matter, taking into account any new information you provide and the way the first investigation was handled.

We will then issue a final response that outlines our position and any further steps we can reasonably take.

Using Your Feedback to Improve

We treat all complaints as valuable feedback. Each complaint relating to our moving and transport services is reviewed to identify any trends, training needs or process changes that could improve our service quality and reliability.

By raising a complaint, you are helping us enhance the experience for future customers using our man and van and removal services.

Confidentiality and Data Protection

All complaints are handled with sensitivity and in line with data protection requirements. Information about your complaint will only be shared internally with those who need it to investigate and respond properly. We will retain records of complaints securely for an appropriate period so that we can monitor service performance and fulfil our legal obligations.