Complaints Procedure for Swiss Cottage Man and Van

Swiss Cottage Man and Van is committed to delivering reliable, efficient and careful removal services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Scope of this complaints procedure

This procedure covers complaints relating to our man and van and removal services, including local moves, longer-distance relocations, packing assistance, loading and unloading, and general customer service. It applies to issues that arise before, during or after your move, such as punctuality, conduct of staff, handling of goods, quality of service, or billing disputes.

This procedure is intended for private and business customers who have booked services directly with Swiss Cottage Man and Van. If your booking was made through a third party, you may also need to contact them, but we will still review any concerns relating to the services we provided.

Our commitments when handling complaints

When you raise a complaint, we will handle it according to the following principles:

Fairness: We will listen to your concerns objectively and consider all relevant information before making a decision.

Respect: We will treat you politely and professionally at all times and expect the same in return.

Clarity: We will explain what we can do to investigate your complaint and what outcomes may be possible.

Confidentiality: We will handle your information sensitively and only share it where necessary to investigate and resolve the matter.

Improvement: We will use feedback from complaints to improve our moving and man and van services for future customers.

How to make a complaint

If you are dissatisfied with any aspect of our service, you should raise the issue as soon as possible so that we have an opportunity to resolve it quickly.

Step 1: Speak to the team on the day

Where possible, raise your concern directly with the driver or team leader at the time of the move. Many issues can be resolved immediately by clarifying arrangements, adjusting the work being carried out or discussing any misunderstanding on site.

Step 2: Submit a formal complaint

If the matter cannot be resolved on the day, or you prefer not to raise it with the moving team, you may submit a formal complaint in writing. Please provide the following information to help us investigate:

Your full name and the address where the service took place.

The date of your move and your booking reference if available.

A clear description of what went wrong, including times, locations and who was involved where possible.

Any supporting details such as photographs, item lists, or copies of relevant documents.

What outcome you are seeking, such as an explanation, apology, correction of an error, or review of charges.

You may send your written complaint using any contact method shown on our website or booking confirmation. Please clearly mark your message as a complaint so that it can be directed to the appropriate person.

Time limits for complaints

To allow us to investigate effectively, we ask that complaints are made as soon as practicable after the issue arises. For concerns about loss or damage to items, you should notify us as soon as you become aware of the problem and provide supporting information without delay. If a long period has passed, it may be more difficult to obtain accurate information from staff, review records or verify the condition of goods.

How we will respond

We aim to acknowledge your written complaint within a reasonable period of receiving it. In our acknowledgement we will confirm that we have received your complaint and explain the next steps.

We will then review the details of your complaint. This may include:

Checking the original booking details and any agreed changes.

Reviewing job sheets, inventory lists and any notes recorded by the moving team.

Speaking with the driver and staff involved in your move.

Examining any photographs, messages or other supporting documents you have provided.

Considering any relevant terms and conditions that applied to your removal service.

Once our investigation is complete, we will send you a written response setting out:

The outcome of our review and any findings.

Whether your complaint has been upheld in full, in part, or not upheld.

Any steps we propose to take, such as an explanation, apology, corrective action, service adjustment or, where appropriate and in line with our terms, a financial remedy.

Timescales for resolving complaints

We aim to provide a full response as promptly as reasonably possible, taking into account the complexity of the issues raised. Some complaints can be resolved very quickly, while others may require more detailed investigation. If we anticipate that our review will take longer than usual, we will aim to inform you and keep you updated on progress.

Escalating your complaint

If you are not satisfied with our initial response, you may request that the complaint is reviewed at a higher level within Swiss Cottage Man and Van. When asking for an escalation, please explain why you disagree with the outcome or how you believe the matter has not been fully addressed. We will then conduct a further review, which may include re-examining evidence and seeking additional clarification from all parties involved.

Following this escalation, we will provide a final response. At this stage, we will explain our position clearly and confirm whether any further steps can be taken within our internal process.

Limitations and expectations

While we always strive to resolve complaints fairly, there may be situations where we are unable to meet a requested outcome. For example, our ability to offer compensation or other remedies may be limited by our terms and conditions, the information available, and the nature of the service we provided. We will always explain the reasons for our decisions and how they relate to our obligations as a removal and man and van service provider.

We ask that complaints are made honestly, respectfully and without abusive language. We reserve the right to withdraw from communication if a customer behaves in a threatening or unreasonable way, though this will not affect our duty to consider any valid issues raised.

Using feedback to improve our services

Every complaint, whether large or small, helps us to improve the quality and reliability of our local and long-distance moving services. We regularly review complaints data to identify patterns, training needs and service improvements. By raising your concerns, you assist us in maintaining high standards for customers using Swiss Cottage Man and Van for their home or office moves.

This complaints procedure does not affect any legal rights you may have. It is designed to offer a clear, structured and fair way for you to tell us when something has gone wrong and to give us the chance to put it right.