Complaints Procedure

Man with Van Swiss Cottage Complaints Procedure

Man with Van Swiss Cottage is committed to providing a reliable and professional removal and transport service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for the future. This Complaints Procedure sets out how to raise a complaint, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising any concerns or dissatisfaction with our man and van, removal, or delivery services. It applies to all customers who have used, or attempted to use, our services for home or office moves, single-item transport, or related work. Using this procedure will not affect your statutory rights.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you believe that the service you received from Man with Van Swiss Cottage did not meet your expectations or our stated standards. This may include, but is not limited to:

Service not delivered as agreed, such as delays, missed time slots, or incomplete work. Concerns about the conduct, attitude, or professionalism of our team. Issues relating to handling, loading, unloading, or transport of your items. Disputes over charges, quotations, or invoicing. Concerns about communication before, during, or after your move or delivery.

If you are unsure whether your issue counts as a complaint, please raise it with us and it will be assessed under this procedure where appropriate.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so we can address them promptly. You can make a complaint in writing or verbally. When making a complaint, please provide as much detail as you can, including:

Your full name and any reference or booking details related to your service. The date and location of the service and a brief description of the work booked. A clear description of what went wrong or why you are dissatisfied. Any relevant times, photographs, or supporting details that may help our investigation. What outcome you are seeking, for example an explanation, apology, or consideration of compensation.

Complaints should be made within a reasonable time of the issue arising. This helps us investigate effectively and access any records, notes, or driver reports related to your move or transport job.

Our Complaints Handling Stages

We aim to resolve most concerns quickly and informally. However, if this is not possible, the complaint will follow a more formal process. The stages are as follows.

Stage 1: Initial Review and Informal Resolution

When we first receive your complaint, a member of our team will log the details and acknowledge that we have received it. We will aim to acknowledge complaints within a reasonable time frame. At this stage we may contact you to clarify any points, request further information, or discuss your concerns.

We will then review the details of your booking, speak with any staff involved, and consider any relevant records or evidence. Where possible, we will try to resolve the matter informally by providing an explanation, apology, or practical solution. If you accept this outcome, the complaint will be closed.

Stage 2: Formal Investigation

If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may request that your complaint is escalated for a formal investigation. A more senior member of our team will then review the matter independently.

During this stage we may:

Reassess all details of your booking and service. Review any damage reports, photographs, or driver notes. Speak again with staff who attended your job. Consider your version of events alongside our records.

We will aim to provide a written response to your formal complaint within a reasonable time. If, for any reason, we anticipate a delay, we will inform you and explain the reason for the delay and when you can expect a full response.

Outcomes and Remedies

Once our investigation is complete, we will provide you with a clear outcome. This may include:

An explanation of what happened and why. An apology where we find that we did not meet our usual standards. Information about any steps we have taken to prevent a similar issue in future. Consideration of practical remedies, which may include adjustments, partial refunds, or other appropriate solutions where justified and in line with our terms and conditions.

Any remedy will take into account the circumstances of your move or transport service, the nature of the issue, and any evidence available.

Time Limits and Evidence

To help us investigate thoroughly, we ask that complaints regarding service quality, delays, or staff conduct are raised as soon as possible and generally within a reasonable time after your move or delivery has taken place. For damage-related issues, we may ask for photographs, item descriptions, and details of any existing condition to help establish what happened during loading, transport, or unloading.

While we will always consider complaints made later, the availability of records or evidence may be reduced over time, which can limit what we are able to do.

Our Commitment to Fairness

All complaints are treated seriously and handled with respect, confidentiality, and impartiality. We will listen to your views, consider both sides of the situation, and aim to reach a fair conclusion based on the information available. We do not discriminate against anyone who raises a concern, and using this Complaints Procedure will not affect your ability to book or use our services in the future.

Continuous Improvement

We use feedback and complaints to review our systems, staff training, and working practices. By telling us when something has gone wrong with your man and van, removal, or transport service, you help us improve for all customers in our operating area.

Man with Van Swiss Cottage appreciates the opportunity to resolve any concerns directly and to restore your confidence in our service wherever possible.