Complaints Procedure for Man and Van Swiss Cottage

Man and Van Swiss Cottage is committed to providing a reliable, professional and courteous removals and man and van service. While we always aim to deliver a smooth experience, we recognise that occasionally things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to any complaint relating to our removal and man and van services, including local moves, small house or flat removals, office relocations, and associated loading, transport and unloading services. It covers issues such as service quality, communication, punctuality, conduct of staff, handling of goods and billing disputes.

This procedure does not cover matters that are already the subject of legal proceedings or insurance claims being handled separately. However, we will always try to assist you in understanding which route is most appropriate if you are unsure.

Our Complaints Principles

Our approach to complaints is based on the following principles:

We treat all complaints seriously and with respect. We aim to resolve issues quickly, fairly and transparently. We listen carefully to understand what went wrong and what outcome you are seeking. We investigate impartially and base our decision on evidence. We use feedback from complaints to improve our removal services and customer care.

How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem with your move or booking. We encourage you, where possible, to raise any concerns with the driver or team leader on the day of your move so that we can attempt an immediate resolution on site.

If the issue cannot be resolved at the time, or if you prefer to contact the office, you can submit your complaint in writing. Please provide as much detail as possible so we can investigate thoroughly, including your full name, the date of your move or booking, the collection and delivery addresses, a clear description of what went wrong, any relevant photographs or evidence and the outcome you would consider fair.

Providing detailed information at the outset helps us to review your concerns more quickly and efficiently.

Time Limits for Making a Complaint

We ask that complaints relating to service quality, staff conduct, timing, communication or billing are made as soon as reasonably possible and usually within 14 days of the service taking place. Complaints about alleged damage or loss to goods should normally be reported within 7 days of your move or as soon as you notice the issue.

We may still consider complaints raised after these time limits where there is a good reason for the delay, but investigating older matters may be more difficult if records or evidence are no longer available.

What Happens After You Make a Complaint

Once we have received your complaint, we will acknowledge it and begin our investigation. Our process generally follows these stages:

Initial review: We will assess your complaint, check the details of your booking, and identify what information or clarification might be needed. Evidence gathering: We may review job sheets, vehicle logs and any internal records, and if relevant, speak to the driver or team members involved. We may also ask you for additional information or clarification to ensure we have a full picture. Assessment: We will consider all the evidence, including your explanation and any supporting documentation, and decide whether your complaint is upheld in full, partially upheld or not upheld. Response: We will provide a written response explaining our findings, our decision and any steps we propose to resolve the matter.

We aim to complete this process within a reasonable timeframe. More complex complaints, such as those involving alleged damage or multiple parties, may require longer, but we will keep you informed of progress.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include an explanation of what happened and why, an apology where we have fallen short of our standards, corrective action to put things right where practical, service improvements to prevent a recurrence and, where appropriate and in line with our terms and conditions, financial remedies or contributions.

Any remedy offered will be determined on a case-by-case basis, taking into account the circumstances, evidence and relevant contractual terms.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request that your complaint is reviewed again. When asking for a further review, please clearly explain which parts of our response you disagree with and provide any additional information or evidence you believe is relevant.

We will then re-examine the complaint, considering your additional comments, and provide a final written response. This will set out our final position on the matter.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared internally only with those who need it to investigate and resolve the matter. We will handle your personal data in accordance with our data protection obligations and retain complaint records only for as long as is necessary for legitimate business, audit or legal purposes.

Using Feedback to Improve Our Services

We value feedback from our customers across all aspects of our man and van and removals work. Complaints help us identify where our processes, training or communication may need to be improved. We regularly review complaint trends so that we can enhance the quality, reliability and customer care of our moving services.

By following this Complaints Procedure, we aim to address your concerns fairly and constructively, and to maintain your confidence in Man and Van Swiss Cottage for local moves, small removals and other transport needs.