Complaints Procedure

Complaints Procedure for Man With a Van Holland Park

Man With a Van Holland Park is committed to delivering a reliable and professional removals and man with a van service. Sometimes things do not go as planned, and when that happens we want to know. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Customers

We aim to handle all complaints fairly, promptly and transparently. Every complaint is taken seriously, whether it relates to a local move, long-distance removal, packing service, loading and unloading, or storage-related handling. We use the information from complaints to improve our services and prevent similar issues from happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, your booking, our conduct, our vehicles, or any part of our communication or administration, where you would like a response or resolution. You do not need to use special wording or formal language. If you tell us you are unhappy and want us to do something about it, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in the following ways:

Directly with your driver or removal team on the day of your move, if it is a simple issue that might be resolved immediately.

Through our office team, providing details of your booking, the date of your service, and a clear description of what went wrong.

In writing, giving as much detail as possible about the issue, including any relevant dates, locations, and the names of any staff you dealt with.

When you contact us, please explain how you would like us to put things right. This helps us understand what a satisfactory outcome might look like for you.

Information We Need From You

To investigate your complaint efficiently, we may ask you for:

The date and approximate time of your move or service.

The address where the service took place and any collection or delivery points.

A clear description of the issue, including any damage, delays, missed items, or conduct concerns.

Photos of any damage to property, furniture or belongings, if applicable.

Copies of any relevant documents, such as your booking confirmation or inventory notes.

Our Complaints Handling Stages

We follow a clear process to ensure every complaint is properly reviewed.

Stage One: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time. We will confirm that we have your details, outline what will happen next, and advise if we need any further information from you before we can start our investigation.

Stage Two: Investigation

A member of our team will review the details of your complaint, including speaking to any staff involved, checking booking records, schedules, and relevant documentation. Where issues relate to handling, loading or transit, we may review any internal notes taken on the day. Our aim is to understand what happened and why.

Stage Three: Response and Outcome

After completing our investigation, we will explain our findings and any actions we propose to take. This may include an apology, a practical remedy such as returning to complete work, advice on an insurance claim for damage where applicable, or confirmation where we believe our service met agreed terms. We will always try to set out our response clearly and in plain language.

Timescales for Responding

We aim to resolve complaints as quickly as possible. Straightforward issues may be resolved within a few days, while more complex matters, such as disputed damage or timing of arrival, may take longer. If we cannot provide a full response within a reasonable period, we will let you know and keep you updated on our progress.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you can ask for your complaint to be reviewed by a more senior member of our team. Please explain why you disagree with the outcome and provide any further information you feel has not been considered. We will then reassess the complaint and issue a final response.

Claims for Loss or Damage

If your complaint concerns loss or damage to property during a move, it is important that you raise this with us as soon as you become aware of it. We may ask for photographs, descriptions of the items affected, and confirmation of their approximate value. Any settlement or remedial action will be considered in line with our terms and conditions and the nature of the service provided.

Using Complaints to Improve Our Service

We review complaint outcomes regularly to identify patterns or recurring issues, such as timing of collections, parking difficulties, packing quality, or communication before and after moves. Where we identify areas for improvement, we may provide additional staff training, adjust our booking procedures, or update our internal guidance. Our goal is to ensure that feedback from customers leads to a better removals service across the areas we cover.

Your Responsibilities as a Customer

To help us manage complaints fairly and effectively, we ask that you provide accurate information, raise any issues as soon as possible, and treat our staff with respect throughout the process. We will not tolerate abusive or threatening behaviour towards any member of our team and may end communications where this occurs.

Keeping a Record

We will keep a record of your complaint, including our investigation and response. These records are used strictly for internal purposes, including staff training and service improvements, and are kept in line with our data protection responsibilities.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our man with a van and removal services. Updated versions will apply to all new complaints from the date of publication.