Holland Park Man and Van Complaints Procedure

Holland Park Man and Van is committed to providing reliable, professional removal and man and van 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 matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of this Complaints Procedure

This complaints procedure is designed to give customers a clear, fair and transparent process for raising any dissatisfaction with our removal services, including man and van bookings, packing assistance and related activities. It sets out:

How to make a complaint
What information we need from you
How we will handle and investigate your complaint
The timescales we work to
What outcomes you can expect

We treat all complaints seriously and use them as an opportunity to review and improve our service standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about the standard of our removal or delivery service
Issues with punctuality, conduct or attitude of staff
Damage to property or possessions during a move
Disagreement about prices, quotes, invoices or charges
Concerns about communication before, during or after your move
Any other aspect of our man and van service that you feel did not meet your expectations

General feedback and suggestions for improvement are always welcome, but they will not be treated as formal complaints unless you specifically ask us to do so or the matter requires a formal investigation.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us to understand the details of your concern clearly and allow us to keep an accurate record. When submitting a complaint, please include:

Your full name and contact details
The date and location of the removal or man and van service
A clear description of what went wrong and when
The names of any staff members involved, if known
Details of any conversations you have already had with us about the issue
Any supporting information you feel is relevant, such as photographs or reference numbers

Providing full and accurate details enables us to investigate your complaint efficiently and fairly.

Our Complaint Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.

Stage 2: Investigation

Your complaint will be assigned to an appropriate member of our team for investigation. This may involve:

Reviewing booking records, quotes and invoices
Speaking with the staff involved in your removal or delivery
Examining any photographs, reports or other evidence you have provided
Reviewing relevant policies and procedures

We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If the matter is complex and we need more time, we will inform you of the delay, explain why, and give you an updated timescale.

Stage 3: Response and Outcome

Once our investigation is complete, we will respond to you in writing. Our response will:

Summarise your complaint and the issues you raised
Explain the steps we took to investigate
Set out our findings and decision
Detail any actions we will take to resolve the issue or prevent it happening again

Where we find that service has fallen below our expected standards, possible outcomes may include an apology, remedial action, service improvements, or other appropriate remedies depending on the circumstances.

Stage 4: Further Review

If you are not satisfied with the outcome at Stage 3, you may request a further review. In your request, please explain clearly why you remain dissatisfied and what you would like us to reconsider. A more senior member of our team, who was not involved in the original investigation, will review the handling of your complaint and the decision made. We will aim to complete this review within 14 working days and provide you with a final written response.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises. As a general guide, we recommend submitting complaints within 30 days of the date of your removal or man and van service. Complaints raised after a longer period may be more difficult to investigate fully, but we will still consider them and explain what we can reasonably do.

Fairness, Confidentiality and Data Protection

All complaints are handled fairly, impartially and without discrimination. We will treat you with respect and expect our staff to be treated in the same way. Information you provide in connection with a complaint will be handled sensitively and will only be shared with those who need it to investigate and resolve the matter. We will manage all personal data in line with applicable data protection requirements and our internal policies.

Using Complaints to Improve Our Service

Holland Park Man and Van is committed to continuous improvement across all aspects of our removal and man and van operations. We regularly review complaints and feedback to identify patterns, training needs and opportunities to enhance our service standards, from handling and transport to customer communication and scheduling.

Accessibility and Support

If you require assistance in making a complaint or need us to communicate with you in a particular way, please let us know. We will make reasonable adjustments so that our complaints process remains accessible. Our aim is to ensure that every customer of Holland Park Man and Van has a clear and straightforward route to raise concerns and receive a fair and timely response.