Complaints Procedure

Complaints Procedure for Colliers Wood Man and Van Customers

Colliers Wood Man and Van is committed to providing a reliable, professional removal and man and van service. We recognise 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 at each stage.

Our Commitment to You

We aim to handle every complaint fairly, consistently and promptly. We use feedback to improve our moving and transport services, staff training, and day-to-day operations. Your complaint will be treated with respect, and raising a concern will not affect any future service you receive from us.

What This Procedure Covers

This complaints procedure applies to all services provided by Colliers Wood Man and Van, including local moves, longer-distance removals, packing assistance, loading and unloading, and related transport services. It covers concerns about service quality, staff conduct, timekeeping, damage to property or belongings, and the accuracy of information given before, during or after your move.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or our staff, whether considered justified or not, where you are seeking a response or resolution. General comments, suggestions or routine queries are treated as feedback rather than complaints, but we still welcome them and may use them to improve our service.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. We encourage written complaints whenever possible so that we have a clear record of the issues raised. Please include the following information to help us investigate effectively:

• Your full name
• The date and approximate time of the service
• The address where the service was carried out
• A clear description of what went wrong
• Names of any staff members involved, if known
• Any supporting information, such as photographs or reference numbers

If you make a complaint by phone or in person, we may ask you to confirm certain details in writing so that we have an accurate record.

Time Limits for Raising a Complaint

You should raise your complaint as soon as possible after the event. For issues relating to loss or damage to goods, we ask that you contact us as soon as you become aware of the problem. Prompt notification helps us investigate while details are still fresh and any evidence is available.

Our Complaints Handling Stages

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, who will be handling it, and the expected timescale for our response.

Stage 2: Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue wherever possible. The investigation may include:

• Reviewing booking details, job sheets and any written notes
• Speaking to the staff members involved
• Examining any photographs, inventory lists or other supporting documents
• Reviewing our internal policies relevant to your concern

We may contact you during this stage if we need more information or clarification.

Stage 3: Response and Proposed Resolution

Once the investigation is complete, we will provide you with a clear written response. This will normally include:

• A summary of your complaint
• The findings of our investigation
• Any conclusions we have reached
• Details of any proposed remedy or next steps

Where your complaint is upheld in whole or in part, we will explain what we will do to put matters right, which may include an apology, corrective action to improve our service, or other appropriate remedies depending on the circumstances and any applicable terms and conditions.

Timeframes

We aim to resolve most complaints within a reasonable period from the date of acknowledgement. Complex matters, or those requiring additional information, may take longer. If we cannot provide a full response within our usual timescale, we will update you on progress and let you know when you can expect a final reply.

If You Are Not Satisfied with Our Response

If you are unhappy with our final response, you may ask for a further review by a senior member of our team, if one has not already been involved. You should explain why you remain dissatisfied and what outcome you are seeking. We will then review the handling of your complaint and confirm whether our original decision stands or requires amendment.

Claims for Loss or Damage

Where your complaint relates to damage or loss, any potential remedy will be considered in line with the terms and conditions that applied to your booking and any relevant insurance arrangements. You may be asked to provide evidence such as photographs, purchase receipts, or valuations. We cannot consider claims that fall outside the agreed terms, but we will always explain our position clearly.

Using Complaints to Improve Our Service

All complaints are recorded and monitored. We periodically review complaint trends to identify areas where our removal services, customer communication, or staff training can be improved. This helps us enhance the experience of customers planning house moves, small office relocations, or ad hoc man and van services.

Confidentiality and Data Protection

Information you provide as part of a complaint will be handled sensitively and stored securely. It will only be shared with those who need it to investigate and resolve your concerns, or as required by law. We handle personal information in line with our data protection responsibilities.

Accessibility and Assistance

If you need help making a complaint, or require this procedure in a different format, please let us know. We will make reasonable efforts to assist you so that you can explain your concerns and understand our responses, regardless of any language, accessibility, or communication needs.

Review of this Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and appropriate for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations or legal requirements.