Complaints Procedure for Man and Van Queens Park

Man and Van Queens Park aims to provide a reliable, professional and courteous removals service for every customer. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our moving, packing, loading, transport or delivery services. It applies to all customers who use our man and van or removal services, whether for homes, flats, offices or other premises.

We use complaints as an opportunity to review our performance, learn lessons and improve our services across our operating area. All complaints are taken seriously and handled with respect and confidentiality.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges or communication, where you would like a response or resolution. This may include, for example:

Concerns about the conduct, attitude or punctuality of our removal team.

Issues with how your belongings were handled, loaded, transported or unloaded.

Disputes regarding charges, quotations or additional costs.

Damage to property or belongings which you believe is linked to our service.

Delays, missed time slots or other service failures.

Complaints should normally be raised as soon as possible after the issue occurs, so that we can investigate while details are still clear.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us understand the details and keep a clear record for both parties.

When submitting your complaint, please provide the following information where possible:

Your full name and the address where the service was carried out.

The date of your move or the date the issue occurred.

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 relevant evidence, such as item lists, photos of damage or copies of paperwork.

Your preferred outcome or what you consider to be a fair resolution.

Our Aims When Handling Complaints

When you raise a complaint with Man and Van Queens Park, our aims are to:

Acknowledge your complaint promptly.

Investigate the matter thoroughly and impartially.

Keep you informed about the progress of your complaint.

Provide a clear response explaining our findings and decision.

Offer appropriate remedies where your complaint is upheld.

Use your feedback to improve our removals service and customer care.

Complaint Handling Process

Stage 1: Acknowledgement

Once we receive your complaint in writing, we will record it in our complaints log and acknowledge receipt. We will confirm that we are looking into the matter and may request any additional information needed to understand the issue fully.

Stage 2: Investigation

Your complaint will be assigned to a responsible person who was not directly involved in the issue, wherever possible, to ensure fairness. As part of the investigation we may:

Review your booking details, job notes and any photographs or documents.

Speak to the removal operatives who attended your job or handled your booking.

Inspect vehicle logs and any relevant internal records.

Assess whether our terms, conditions and internal procedures were followed.

Stage 3: Response

After completing the investigation, we will provide you with a written response. This will explain:

Our understanding of your complaint.

The steps we took to investigate it.

Our findings and whether the complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right or prevent similar issues in future.

If compensation, a refund, a partial refund, or a gesture of goodwill is appropriate under our policies and the facts of the case, this will be set out in the response.

Timeframes

We aim to handle complaints as promptly as possible, while allowing sufficient time for a full and fair investigation. Timeframes may vary depending on the complexity of the issue, the availability of staff for statements, and whether site visits or further evidence are needed.

If we anticipate a delay in providing a final response, we will update you and let you know when you can expect to hear from us again.

Appeals and Further Review

If you are not satisfied with the outcome of your complaint, you may request that we review the decision. In your request, please explain why you disagree with the outcome and whether you have any additional information or evidence you would like us to consider.

Where possible, a different senior member of our team will review the original investigation and response. They may uphold the original decision, change it, or propose an alternative resolution. You will be informed in writing of the result of this review.

Damage and Loss Claims

Where your complaint relates to alleged damage or loss of items during a move, we may require additional details, such as an inventory of the affected items, photographs of the damage, and proof of value. We may also ask you to explain how the damage was discovered and when you believe it occurred.

All such claims will be considered in line with our terms and conditions, including any limitations or exclusions that apply to certain items or types of loss, as well as the level of care that could reasonably be provided during a man and van removal service.

Our Commitment to Improvement

We regularly review complaints and feedback from customers across our service area to identify patterns and areas for improvement, such as staff training, route planning, packing methods and communication. By following this complaints procedure, we aim to maintain a high standard of service and to treat every customer fairly and respectfully, even when things go wrong.

Man and Van Queens Park appreciates the time customers take to share their experiences and concerns, and we are committed to using that information to provide a safer, more efficient and more reliable removals service.



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Unbeatable prices for quality man and van Queens Park services

Why waste your time looking for a reputable man and van company when the most reliable one is right here? With same day service available at an incredible price and genuinely the best prices you will not find a better removals team than us. And remember no matter how many items you need moved, or how awkward the furniture, we can make it happen. To discuss your requirements and to book an appointment with our moving specialists, simply call to speak with one of our friendly advisers. Moving house has never been so simple with our man and van Queens Park experts!

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

Company name: Man and Van Queens Park Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 2 Greville Rd
Postal code: NW6 5HT
City: London
Country: United Kingdom

Latitude: 51.5360550 Longitude: -0.1907800
E-mail:
[email protected]

Web:
Description: Our man and van removal company in Queens Park, NW6 is one of the most famous and preferred company in the area. Contact us today.
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