Complaints Procedure

Complaints Procedure for Man With a Van South Kensington

Man With a Van South Kensington aims to provide a professional, reliable and friendly removal and transport service for all customers. We recognise that, on occasion, things may go wrong or expectations may not be fully met. This complaints procedure explains how you can raise a concern, how we will manage it, and the standards you can expect from us throughout the process.

Our Commitment to Handling Complaints

We are committed to dealing with all complaints promptly, fairly and transparently. Every complaint is an opportunity for us to review our service, resolve any issues, and improve the experience we provide for future customers. We will always treat you with respect and courtesy and expect the same in return from anyone communicating with our team.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including local moves, item transport, packing assistance and related activities. It covers issues such as service quality, conduct of staff, damage to property or belongings, delays, communication, and billing concerns. It does not cover disputes that fall within the exclusive remit of external bodies or those that are already the subject of legal proceedings.

Who Can Make a Complaint

A complaint can be made by any customer who has used our services or has booked a service with us, including private individuals, tenants, landlords, businesses and organisations. A complaint can also be made on a customer’s behalf by an authorised representative with the customer’s permission.

How to Make a Complaint

We encourage you to raise any concern as soon as possible so that we can address it quickly and effectively. When making a complaint, please provide as much detail as you can to help us understand what has happened and how it has affected you.

When submitting your complaint, please include, where possible:

The date of your move or service, the collection and delivery locations, a description of what went wrong or what you are unhappy with, the names or descriptions of any staff involved, any relevant reference numbers or booking details, and what outcome you are seeking, such as an explanation, apology, corrective action or compensation.

You may raise your complaint verbally to a member of our team or in writing. Written complaints are often helpful as they create a clear record of your concerns and the facts as you see them. If you need assistance in formulating your complaint, please let us know and we will do our best to support you.

Stage One: Initial Response

In the first instance, we will try to resolve your complaint informally and as quickly as possible. If your complaint is made on the day of the move, our team will do what they reasonably can on site to address the problem. For complaints made after the service, we aim to acknowledge your complaint within a reasonable time frame and to provide an initial response once we have gathered the relevant information.

At this stage we may ask you for further information, such as photographs of any alleged damage, copies of invoices or correspondence, or any other evidence that may help us investigate the issue thoroughly and fairly.

Stage Two: Formal Investigation

If your complaint cannot be resolved immediately or you remain dissatisfied with the initial response, it will be escalated for a more detailed investigation. A senior member of our team will review your complaint along with all relevant evidence, including staff reports, job sheets, inventory notes and any communication associated with your booking.

During this investigation we may contact you to clarify details or to obtain additional information. We aim to complete the investigation within a reasonable period, taking into account the complexity of the matter and the availability of evidence.

Our Decision and Possible Outcomes

Once our investigation is complete, we will provide you with a clear written response, setting out our findings and the reasons for our decision. Depending on the outcome, we may offer one or more of the following:

An explanation or clarification of what happened, a formal apology where appropriate, corrective action for any ongoing issues where this is possible, a goodwill gesture or other form of redress where justified, or an explanation of why we are unable to uphold your complaint.

Any offer of compensation or goodwill gesture will be made in accordance with our terms and conditions and any relevant insurance cover that may apply to your service.

If You Remain Dissatisfied

If you are unhappy with the outcome of the formal investigation, you may ask for your complaint to be reviewed. You should set out why you disagree with our decision and provide any additional information you feel has not been properly considered. We will then arrange for a further review by a different senior member of the team wherever possible. After this review you will receive a final response from us.

Time Limits for Making a Complaint

To ensure that we can investigate effectively and access relevant records, we ask that complaints are made as soon as reasonably possible after the service has taken place. Complaints about damage to property or belongings should normally be reported promptly, ideally within a short period after the completion of the move, so that we can inspect any damage where appropriate and verify the circumstances.

Fairness, Confidentiality and Data Protection

All complaints will be handled impartially. Our investigation will consider the information provided by you and by our staff, along with any other relevant evidence. We will not treat you differently or reduce the level of service we provide to you in the future because you have made a complaint.

Your complaint will be treated in confidence and your personal information will be processed in line with applicable data protection requirements. Details of your complaint may be shared internally only with those who need to know in order to investigate and respond appropriately.

Using Feedback to Improve Our Service

We value all feedback, whether positive or negative, and use it to improve the quality, reliability and safety of our man and van and removal services. Complaints are regularly reviewed to identify any recurring issues, training needs or changes we can implement to prevent similar problems arising in the future. By following this complaints procedure, we aim to resolve individual concerns and continually enhance the moving experience we provide to our customers.