Swiss Cottage Man and Van Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about the services provided by Swiss Cottage Man and Van and how those concerns will be handled. It applies to all removal and man and van services supplied to private and business customers.

1. Purpose of this complaints procedure

The purpose of this procedure is to provide a clear, fair and transparent process for dealing with complaints. We aim to:

Provide customers with an accessible way to raise concerns about our removal services.

Respond to complaints promptly, politely and consistently.

Investigate issues thoroughly and objectively.

Offer appropriate remedies where complaints are upheld.

Use feedback to improve the quality, safety and reliability of our man and van services.

2. What is a complaint

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

Concerns about the conduct, attitude or behaviour of our staff or drivers.

Issues with the way items have been handled, loaded, transported or unloaded.

Damage to property or goods allegedly caused during a move.

Delays, missed time slots or changes to agreed schedules.

Disputes about service descriptions, quotes, charges or final invoices.

Concerns about how previous issues or queries were handled.

3. Matters not covered by this procedure

This procedure does not cover enquiries, booking questions or simple requests for information. These are dealt with as routine customer service matters. It also does not replace your statutory rights as a consumer or any rights under applicable contract or insurance terms.

4. How to make a complaint

You can raise a complaint using any written method you prefer. To help us respond efficiently, please provide the following information where possible:

Your full name and contact details.

The date of the move or service, and any reference or booking number you may have.

A clear description of what went wrong, including dates, times and locations where relevant.

Details of any damage or loss, including photographs if available.

Copies of any supporting documents, such as quotes or invoices, that relate to the issue.

Please make your complaint as soon as reasonably possible after the event, especially in relation to any damage, so that we can investigate effectively.

5. Stage one: initial review and acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In the acknowledgement, we will:

Confirm that we have received your complaint.

Provide a brief outline of the next steps in the process.

Request any further information we may need in order to investigate.

We aim to complete this initial review promptly and to keep you informed if there are any unexpected delays.

6. Stage two: investigation of your complaint

Your complaint will be investigated by a person with appropriate responsibility who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing job records, booking information and relevant documentation.

Speaking with the staff or drivers who carried out the removal.

Assessing any photographs, videos or other evidence provided.

Considering whether our usual policies and procedures were followed.

Taking into account any external factors that may have affected the service, such as access restrictions or instructions supplied at the time.

We aim to complete the investigation and respond in writing within a reasonable period. If we need more time, we will let you know and explain why.

7. Our response and possible outcomes

Once the investigation is complete, we will send you a written response. This will:

Summarise your complaint and the issues raised.

Explain what investigations were carried out.

Set out our findings in clear, plain language.

Confirm whether the complaint is upheld, partially upheld or not upheld.

Where a complaint is upheld or partially upheld, we may offer one or more of the following, depending on the circumstances and subject to our terms:

An apology and explanation.

Corrective action, such as revisiting to address a practical issue where possible.

A goodwill gesture.

Guidance on pursuing a claim through any applicable insurance channel, where relevant.

8. If you remain dissatisfied

If you are not satisfied with our response, you may write again setting out the reasons why you disagree and providing any additional information that you feel has not been considered. A further review will then be undertaken by a senior member of our team, where available, who will reconsider the matter and provide a final written response.

This internal review is designed to ensure that your complaint has been looked at fairly and thoroughly. Once this stage is complete, our internal complaints process will normally be considered exhausted.

9. Claims relating to damage or loss

In cases involving alleged damage or loss of items during a removal, we may need more detailed information than for other complaints. This could include:

A clear description of the items affected.

Evidence of the condition of items before and after the move, where available.

Proof of value or purchase, if a claim is being considered.

Details of any relevant insurance coverage.

We may request access to inspect damaged items, or ask for independent assessment where appropriate. Any settlement or contribution toward loss or damage will be considered in line with our terms of service and any applicable insurance arrangements.

10. Behaviour and mutual respect

We are committed to handling all complaints in a courteous and respectful manner, and we expect our customers to engage with our staff in the same way. We understand that moving can be stressful and that problems can be frustrating, but abusive, threatening or discriminatory behaviour towards our team will not be tolerated. In serious cases, we may restrict the way in which you can communicate with us.

11. Using complaints to improve our service

All complaints are logged and monitored so that we can identify trends, improve our processes and reduce the chance of similar issues occurring in the future. Feedback from customers plays a key role in maintaining and improving the quality of our man and van and removal services.

12. Changes to this complaints procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, working practices or legal requirements. The version in force at the time you submit your complaint will apply to the handling of that complaint.