Complaints Procedure for Man with Van Swiss Cottage

Man with Van Swiss Cottage is committed to providing reliable and professional man and van and removal services for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that 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 procedure is designed to give customers a clear and fair process for raising complaints about any aspect of our removal services, including man and van bookings, packing assistance, loading and unloading, transport, handling of belongings, punctuality, conduct of staff, and administration of bookings and payments.

We aim to resolve most issues quickly and informally, but when that is not possible, this structured process ensures that your complaint is taken seriously and handled consistently.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Man with Van Swiss Cottage. This can include, for example:

Concerns about how your items were handled or transported during a move. Delays, missed time slots, or cancellations that were not dealt with to your satisfaction. The attitude, behaviour, or communication of any member of our team. Disputes about charges or the services provided. Any other issue where you feel we have not met your reasonable expectations.

We treat every complaint seriously, regardless of the size or value of the job or the type of removal service provided.

How to Make a Complaint

You can raise a complaint in any reasonable written format, for example by sending us a detailed written message describing what went wrong. If you prefer to speak to someone first, you may raise your complaint verbally, and we will ask you to confirm the details in writing so that we can keep an accurate record.

When submitting your complaint, please include as much of the following information as possible so that we can investigate efficiently:

Your full name and, where relevant, the name of the person who made the booking. The date and approximate time of your removal service or man and van job. The location of collection and delivery. A clear description of what went wrong and how it affected you. Details of any conversations you have already had with our team about the issue. Any supporting information such as job reference numbers, photographs, or item lists.

Stage One: Initial Resolution

In the first instance, complaints are usually handled by the person responsible for managing your booking or by a customer service representative. Our aim at this stage is to:

Acknowledge your complaint promptly. Understand the circumstances and what outcome you are seeking. See whether the issue can be resolved quickly, for example by clarification, explanation, practical correction, or a suitable gesture of goodwill where appropriate.

We will normally acknowledge receipt of your complaint within a reasonable period of time. Simple issues may be resolved at this stage, and if you are satisfied with the outcome, the complaint will be closed.

Stage Two: Formal Investigation

If your complaint cannot be resolved at the initial stage, or if you are not satisfied with the first response, you can request that your complaint be escalated for a formal investigation.

At this stage, a more senior member of our team will review your complaint. This may include:

Examining booking records, job sheets, and any relevant documentation. Speaking with the driver, porters, and any other staff involved. Reviewing photographs, inventory lists, or other evidence where available. Assessing whether our service met the standards we set for local and longer-distance removals.

We will aim to complete this investigation and provide you with a written outcome within a reasonable timeframe, depending on the complexity of the case. If we need longer, we will let you know and explain the reason for the delay.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a clear response that sets out:

Our understanding of your complaint. The findings of our investigation. Whether the complaint is upheld fully, partially, or not upheld. Any steps we propose to take to put matters right or to prevent a similar issue from arising again.

Depending on the circumstances, possible outcomes may include an apology, clarification of information, corrective action regarding our processes or staff training, practical steps to remedy the situation where possible, or a financial gesture where this is appropriate and justified. Each case is considered on its individual merits.

Time Limits for Complaints

We encourage customers to raise complaints as soon as possible after the date of their move or man and van service. Prompt notification helps us investigate more thoroughly and increases the likelihood of a satisfactory resolution. If a significant amount of time has passed, some records or evidence may no longer be available, which can limit what we are able to do.

Your Responsibilities When Making a Complaint

To help us deal with your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about what happened. Remain respectful in all communications with our team. Cooperate with any reasonable requests for further information or evidence.

We will not tolerate abusive, threatening, or discriminatory behaviour towards our staff. In such cases, we may limit the methods of communication we use or, in severe cases, cease contact other than as legally required.

Continuous Improvement

We use feedback and complaints as an opportunity to improve our removal services. Trends, recurring themes, and lessons learned from complaints are regularly reviewed so that we can refine our procedures, provide additional staff training, and enhance the overall experience for customers using our man and van and moving services.

Review of this Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers and appropriate for the range of removal and man and van services we provide. We may update the procedure from time to time to reflect changes in our operations or in applicable requirements.

By setting out this process, Man with Van Swiss Cottage aims to give every customer confidence that any concerns will be heard, investigated properly, and handled with professionalism.