Complaints Procedure

Queen's Park Man and Van Complaints Procedure

Queen's Park Man and Van aims to provide a reliable, professional removals and man and van 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 things right and improve our service. This Complaints Procedure explains how to raise a concern with us and how we will respond.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for handling complaints about our home removals, office moves, man and van, packing, loading, transport and related services. It sets out:

How you can make a complaint
What information we need from you
How we will deal with your complaint
Expected timescales for our responses
What you can do if you are not satisfied with the outcome

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of our removals service, our vehicles, handling of belongings, staff conduct, communication, pricing, booking process or any other aspect of our operations.

We encourage you to tell us about any issue as soon as possible so we can resolve it quickly. Raising a concern will not affect your rights and will not prejudice any ongoing or future work we do for you.

How to Make a Complaint

You can make a complaint to Queen's Park Man and Van in the following ways:

In writing, setting out the details of your concern
By speaking directly to a member of our team during or after your move
Through any contact method we have previously used with you for bookings or quotes

So that we can investigate your concerns efficiently, please provide as much detail as possible, including:

Your full name
The service you booked, such as house removal or man and van
The date of the move or service
Collection and delivery postcodes
A clear description of what went wrong
Any relevant reference numbers or job details
Details of any damage, loss or delays, including photos if available
How you would like us to resolve the issue

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and arrange for it to be reviewed by a responsible member of staff.

We aim to:

Acknowledge your complaint within five working days of receiving it
Confirm our understanding of the issues you have raised
Request any further information or evidence we may need to assess the matter, such as images, inventory lists or timing details

Most concerns about our local removals and man and van work can be resolved at this stage through discussion, clarification or a simple corrective action.

Stage Two: Investigation and Response

If your complaint cannot be resolved immediately, it will be passed to a senior member of the team for a more detailed investigation. This may include:

Reviewing your booking details and correspondence
Checking the inventory and any agreed terms for your move
Speaking with the crew members involved
Reviewing any photos or evidence you have supplied
Considering relevant policies on handling, loading, access and parking

We aim to provide a full written response within 20 working days of acknowledging your complaint. If we cannot respond within this time, we will contact you to explain the reason for the delay and give a revised timescale.

Our Decision and Possible Outcomes

When we have completed our investigation, we will explain our findings and any actions we propose to take. Depending on the nature of the complaint, these may include:

A clear explanation or apology
Taking corrective action on current or future jobs
Offering a gesture of goodwill, where appropriate
Considering compensation where there is clear evidence of loss or damage and responsibility under our terms

Any offer made will take into account the condition of items, pre-existing damage, packing arrangements, access conditions and the terms agreed when you booked your removal or man and van service.

If You Remain Dissatisfied

If you are not satisfied with our Stage Two response, you may request a further review. Please set out why you disagree with our decision, including any additional information you feel has not been considered.

Your complaint will then be re-examined by a different senior member of the business who was not involved in the original investigation. We will aim to provide a final response within 20 working days of receiving your request for a review.

Time Limits for Complaints

To allow us to investigate effectively, complaints relating to our removals and man and van services should normally be raised within 7 days of the service date, and any complaint relating to alleged loss or damage to items should be raised as soon as practicable.

We may not be able to properly investigate complaints made after a considerable delay, especially where items have been moved, used or stored elsewhere, but we will still consider what reasonable steps we can take.

Your Responsibilities

To help us handle your complaint promptly and fairly, we ask that you:

Provide accurate and complete information about your move
Keep any relevant documents, invoices or inventory lists
Retain damaged items and packaging where possible until we have assessed them
Communicate with our team courteously and constructively

Continuous Improvement

Queen's Park Man and Van reviews complaints regularly to identify any patterns or recurring issues across our removal and man and van work. This allows us to improve training, update procedures, and enhance the service we provide to all customers.

We value your feedback, whether positive or negative, and use it to make our local moving and transport services safer, more efficient and more reliable.

Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or best practice in the removals industry. The version published on our website will always be the most current and will apply to any complaints raised while it is in force.