Complaints Procedure
Complaints Procedure for Man and a Van Swiss Cottage
Man and a Van Swiss Cottage is committed to providing reliable, professional and courteous removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for the future. This complaints procedure explains how you can raise a concern and what you can expect from us in response.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear and fair process for customers to raise concerns about any aspect of our removals, packing, loading, unloading or related services. It sets out how we will receive, record, investigate and resolve complaints in a timely and transparent way.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include issues such as:
Delays or punctuality problems on collection or delivery days.
Concerns about how your belongings were handled, packed, loaded, transported or unloaded.
Missing, damaged or incorrectly delivered items.
Disagreements regarding quotations, charges, invoicing or payment terms.
Conduct, behaviour or communication from members of our team that you consider unprofessional or discourteous.
Any other aspect of our removal services that does not meet your expectations.
How to Make a Complaint
You can make a complaint verbally or in writing. We recommend submitting your complaint in writing where possible, as this helps avoid misunderstandings and enables us to review your concerns in detail.
When raising a complaint, please provide as much information as you can, including:
Your full name and the address where the removal service took place.
The date of the move or service and any reference number or job description you may have received.
A clear description of what went wrong and when it occurred.
The names of any staff members involved, if known.
Details of any loss or damage, with an approximate value if possible.
Any supporting information you consider relevant, such as photographs of damage or copies of paperwork.
What outcome you are seeking, for example an explanation, an apology, a correction, or a review of charges.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue arises. Notification of any loss or damage to goods should be made as soon as it is discovered. While we will always try to be flexible, complaints raised long after a move may be more difficult to investigate fully.
Our Complaints Handling Stages
We aim to handle complaints in a structured and fair way. Our process usually follows these stages:
Stage 1: Initial Review
Once we receive your complaint, we will record it and carry out an initial review. We will acknowledge your complaint and confirm that it is being investigated. During this stage we may contact you if we need clarification or further details.
Stage 2: Investigation
An appropriate member of our team will investigate your concerns. This may include reviewing booking details, job sheets, photographs, inventory lists, staff statements and any other relevant information. We may also contact you to discuss the matter in more detail and to ensure we fully understand your experience.
Stage 3: Response and Outcome
Once the investigation is complete, we will provide a response setting out:
A summary of your complaint as we understand it.
The steps we have taken to investigate the matter.
Our findings and any conclusions reached.
Any actions we propose to take, which may include explanations, apologies, corrective actions, service improvements or, where appropriate, consideration of compensation in line with our terms and conditions.
Timescales for Handling Complaints
We aim to acknowledge complaints promptly. We will then work to provide a full response as soon as reasonably possible, taking into account the complexity of the issues raised and the information required to complete a fair investigation. If, for any reason, we are unable to respond within a reasonable period, we will keep you informed about the progress of the investigation and when you can expect a final response.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint at the first stage, you may ask for the decision to be reviewed. In your request for a review, please explain why you remain dissatisfied and what you feel has not been addressed. A further review will then be carried out, where possible by someone not directly involved in the original handling of your complaint. We will then provide you with a final response.
Fairness, Confidentiality and Data Protection
All complaints are handled with fairness, discretion and respect. We will not treat you less favourably for raising a concern in good faith. Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving that complaint, and will be handled in accordance with our data protection responsibilities.
Using Complaints to Improve Our Removals Service
We see complaints and feedback as an important way to improve our service. We regularly review the complaints we receive, looking for patterns, recurring issues and opportunities to strengthen our planning, packing, transport and customer care processes. Lessons learned may lead to additional staff training, updates to procedures or changes to how we communicate with customers before, during and after a move.
Contacting Us About a Complaint
If you have any concerns about the way your removal or related service has been handled, please contact us as soon as possible using your usual point of contact or the details provided on your booking confirmation or invoice. We are committed to working with you to resolve your complaint fairly and to maintaining the standards you expect from Man and a Van Swiss Cottage.
