Complaints Procedure

Complaints Procedure for Man with Van Swiss Cottage Customers

Man with Van Swiss Cottage aims to provide a reliable and efficient removal service for every customer. We understand that occasionally things may not go as planned, and we are committed to addressing any concerns promptly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and the steps we take to put things right where possible.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to improve our services. Whether your concern relates to a local move, a longer distance journey, or a smaller man and van job, we will always seek a constructive solution. Our goals are to listen carefully, respond within reasonable timeframes, and treat you with respect throughout the process.

We will investigate every complaint fairly, consider all available evidence, and keep you informed about progress and outcomes. Where we have made a mistake, we will acknowledge it, apologise where appropriate, and explore suitable remedies.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, our staff, or the way we have handled a particular job or enquiry. Examples can include issues with punctuality, conduct of team members, quality of packing or loading, handling of belongings, communication before or after the move, or concerns about charges and invoicing. If you are unhappy with any aspect of our service, we encourage you to tell us.

Raising a Concern Informally

Many issues can be resolved quickly and informally if raised at the time they occur or shortly afterwards. If you feel comfortable doing so, you may first raise the matter with the team on site or with the coordinator who arranged your move. We will always try to clarify any misunderstanding, correct minor issues immediately where possible, and provide reassurance about the steps we can take.

If your concern is not resolved to your satisfaction through an informal discussion, or if you prefer not to raise it informally, you can follow our formal complaints procedure as set out below.

How to Make a Formal Complaint

To help us understand your concern and respond effectively, please provide as much detail as you can when making a formal complaint. You can submit your complaint in writing through your usual contact method with Man with Van Swiss Cottage.

Please include the following information where possible:

The date of your move or scheduled service. The collection and delivery locations used for the removal. A clear description of what went wrong or why you are dissatisfied. The names or descriptions of any staff members involved, if known. Details of any damage, losses, delays, or additional costs you believe occurred. Any supporting evidence such as photographs, inventory lists, or copies of estimates and invoices. What you would like us to do to resolve the matter.

Providing these details helps us investigate thoroughly and respond more quickly.

Timescales for Complaints

We recommend that complaints relating to a particular move or man and van job are made as soon as reasonably possible, ideally within a short period of the service taking place. This allows us to gather accurate information from staff and any relevant records, and to assess the situation while it is still recent.

We aim to acknowledge receipt of your formal complaint within a reasonable period of time. After acknowledgement, we will carry out an investigation and provide you with a written response as soon as we can, usually within a practical timeframe that reflects the complexity of the issue.

How We Investigate Complaints

Once we receive your complaint, we will assign a person with suitable responsibility to review the matter. This may involve:

Checking booking records, job sheets, and any written communication about your move. Speaking to the removal team members who carried out the work. Reviewing photographs or other evidence you have provided. Considering any relevant terms and conditions that applied to your service.

We will evaluate the information carefully and objectively. If we require further details from you to complete our investigation, we will contact you to clarify points or request additional documentation.

Our Response and Possible Outcomes

When our investigation is complete, we will provide you with a clear response explaining our findings and any actions we propose to take. Depending on the nature of the complaint and the outcome of the investigation, this may include:

An explanation of what happened and why. An apology where appropriate. Steps to correct any ongoing issue that can be remedied. Consideration of compensation or a financial adjustment, where this is justified in line with our terms and conditions. Information about how we will use your feedback to improve our services in the future.

We will always aim to resolve matters in a way that is fair and reasonable for both you and our business, while taking into account the specific circumstances of your removal service.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may inform us and explain why you feel your complaint has not been resolved. We will then review the matter again, taking into account any additional information you provide. While we cannot guarantee that our decision will change, we will ensure that your further comments are considered.

Using Complaints to Improve Our Service

Feedback and complaints from customers across our service area help us identify where we need to improve. Man with Van Swiss Cottage regularly reviews complaints to look for patterns or recurring issues in our local and regional work. We use this information to refine staff training, update procedures, improve communication, and strengthen our approach to handling belongings, timing, and route planning for moves.

By sharing your concerns with us, you contribute directly to improving the experience for future customers who rely on our removal and man and van services. We appreciate the opportunity to address any problems and to keep raising our standards.

Respect and Fair Treatment

We are committed to treating every customer fairly and respectfully throughout the complaints process. Abusive or threatening behaviour towards our staff, whether in person, by phone, or in writing, will not be tolerated and may affect how we are able to communicate with you. At the same time, we expect our team members to act professionally and courteously at all times.

Man with Van Swiss Cottage values your custom and the trust you place in us to handle your belongings. If you ever feel that our service has not met your expectations, this complaints procedure is here to ensure your concerns are heard, investigated, and addressed in a structured and transparent way.