Complaints Procedure

Complaints Procedure for Colliers Wood Man and Van

Colliers Wood Man and Van is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can resolve the issue promptly and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

1. Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our man and van or removal services. It applies to issues arising before, during or after a move, including but not limited to service quality, communication, punctuality, conduct of staff, and handling of belongings. Our aim is to resolve complaints quickly, fairly and consistently.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response or resolution is explicitly or implicitly expected. This may include concerns about:

• The standard of our removal or man and van service
• Damage to property or belongings during loading, transport or unloading
• Delays, missed arrival windows or scheduling issues
• The behaviour, attitude or professionalism of our team members
• The accuracy of quotes, invoices or agreed service details
• Any other aspect of the service you believe has fallen below a reasonable standard

We encourage you to raise concerns as soon as possible so that we have the best opportunity to investigate and resolve them effectively.

3. How to Make a Complaint

You can make a complaint using any written method that clearly sets out your concerns. Please include the following information when submitting your complaint so that we can investigate efficiently:

• Your full name and the address where the service was provided
• The date of your move or booking
• A clear description of what went wrong and when it occurred
• Details of any team members involved, if known
• Any supporting information you wish us to consider, such as photographs, inventory lists or job reference numbers
• How you would like us to put things right, where possible

If you initially raise your concern verbally, we may ask you to confirm it in writing so that there is a clear record of the details.

4. Time Limits for Raising a Complaint

To help us investigate properly, we ask that you raise any complaint as soon as reasonably possible after the issue occurs. For damage to items or property related to a removal or man and van job, we recommend that you notify us promptly after the move is completed. Delays in reporting may limit our ability to verify events and may affect the options available for resolution.

5. Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and that an investigation is underway.

Stage 2: Investigation

A designated member of our team will review the details of your complaint. The investigation may include:

• Reviewing your booking details, inventory and relevant paperwork
• Speaking with the staff members involved
• Considering any photographs or supporting evidence you have provided
• Assessing our service records for the date in question

We will approach the investigation with an open mind and seek to understand what happened from all perspectives.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a written response explaining:

• Our understanding of your complaint
• The findings of our investigation
• Whether your complaint is upheld in full, in part, or not upheld
• Any actions we will take to put things right, where applicable
• Any steps we will take to prevent similar issues in future

Where a remedy is appropriate, this may include an apology, an explanation, corrective action on future bookings, or other practical steps consistent with our terms and conditions and any applicable legal obligations.

6. Timescales for Responding

We aim to resolve complaints as promptly as possible. In many cases, we will be able to provide a full response within a reasonable period of receiving your complaint. If an issue is more complex and requires additional time to investigate, we will let you know and keep you informed of our progress. Our focus is on giving a thorough and fair response rather than rushing to a conclusion.

7. Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level within Colliers Wood Man and Van. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will then arrange a further review of your complaint, the evidence, and the steps already taken.

Following this review, we will provide a final written response. This will set out our position clearly and indicate whether any further internal steps are available.

8. Your Responsibilities as a Customer

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

• Provide accurate, factual information and relevant evidence
• Communicate clearly and respectfully with our team
• Allow us reasonable time to investigate fully
• Keep copies of any documents, photographs or records related to your move

We reserve the right to end communication if it becomes abusive, threatening or unreasonably persistent, while still considering the substance of any legitimate complaint already raised.

9. Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purposes of investigating and responding to your complaint, training our staff, and improving our services. We will keep complaint records securely and retain them only for as long as necessary for these purposes and to meet any legal or regulatory requirements.

10. Using This Procedure

This complaints procedure forms part of our commitment to delivering a dependable man and van and removals service. It does not replace or alter any rights you may have under consumer law or under the specific terms and conditions agreed for your move. If you have any concerns about our service, we encourage you to use this procedure so we can address the matter constructively and work towards a fair resolution.