Complaints Procedure for Man with Van West Kensington

This Complaints Procedure explains how you can raise concerns about the services provided by Man with Van West Kensington and how we will respond. It applies to all customers using our man and van and removal services for residential or business moves.

1. Our Commitment to Handling Complaints

We aim to deliver reliable, careful and professional moving services. If something goes wrong, we want to know so that we can put it right and improve our service. Your feedback, including complaints, helps us maintain high standards of customer care and safe, efficient handling of goods.

We commit to treating every complaint seriously, investigating it fairly and responding in a clear and timely manner. We will always try to resolve issues at the earliest possible stage.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

Concerns about punctuality of the driver or moving team.

Concerns about the handling, loading or unloading of your belongings.

Issues with conduct, behaviour or communication by our staff or representatives.

Disagreements regarding charges, invoices, or the scope of work provided.

Concerns about damage, loss or missing items connected with a move.

You do not have to use any specific wording to make a complaint. If you tell us you are unhappy with our service and want us to look into it, we will treat it as a complaint.

3. How to Make a Complaint

You can raise a complaint through the same channels you used to arrange your removal or man with a van service. When you contact us, please provide as much detail as possible, including:

Your full name and any reference details we gave you for your booking.

The date and approximate time of the service.

The address where the service was carried out and the destination address, if applicable.

A clear description of what went wrong or why you are dissatisfied.

Details of any loss, damage or inconvenience you have experienced.

Any supporting information that may help us investigate, such as photos of damage or copies of relevant paperwork.

Providing full and accurate information at the outset helps us investigate more efficiently and reach a quicker resolution.

4. Time Limits for Raising a Complaint

You should tell us about any concerns as soon as reasonably possible. For issues involving loss or damage to items, we ask that you notify us promptly after the service so that we can review the circumstances while they are still fresh in the minds of everyone involved.

Raising your complaint at an early stage improves the chances of an effective investigation and a fair outcome for all parties.

5. Our Complaints Handling Stages

5.1 Initial Response

Once we receive your complaint, we will acknowledge it. Where possible, we will try to resolve straightforward matters immediately or within a short period of time through our front-line team.

If the issue requires more detailed investigation, we will confirm that it has been passed to a responsible person or manager for review.

5.2 Investigation

The person handling your complaint will review all relevant information. This may include:

Speaking to the driver or movers who attended your job.

Checking job notes, booking details and any signed paperwork.

Reviewing photos or other evidence provided by you or our team.

Considering any relevant terms and conditions that applied to the service.

We aim to carry out the investigation as thoroughly and efficiently as possible. If we need more information from you to help us complete the review, we may contact you to request clarification or additional evidence.

5.3 Outcome and Resolution

After the investigation is completed, we will explain our findings and any steps we propose to take. Depending on the circumstances, this may include:

A clear explanation or apology.

Details of any corrective action we will take regarding our internal processes or staff.

Where appropriate and in line with our terms and conditions, consideration of remedies that may be available.

We aim to provide a final response within a reasonable timeframe. If, for any reason, we anticipate a delay, we will let you know and keep you updated on progress.

6. Your Responsibilities When Making a Complaint

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

Provide honest, accurate and complete information.

Avoid making unfounded or exaggerated claims.

Communicate with our team in a respectful and reasonable manner.

Retain any relevant documentation or evidence, such as photographs or inventory lists.

Cooperate with any reasonable requests for further information connected with the investigation.

7. Complaints About Loss or Damage

If your complaint relates to alleged loss or damage to goods during loading, transport or unloading, you should tell us as soon as possible. In addition to the general process above, we may ask you to:

Describe the affected items, including make, model and age where relevant.

Provide photographs showing the damage.

Explain how and when you first noticed the issue.

Confirm whether you have any existing insurance covering the items.

We will consider your complaint about loss or damage in line with our service terms, any limitations of liability and any insurance arrangements that may apply.

8. Confidentiality and Data Protection

We will handle your complaint information confidentially and will only share it with staff or representatives who need it in order to investigate and respond. Any personal data you provide while making a complaint will be processed in accordance with our data protection obligations and used solely for managing and reviewing the complaint and improving our services.

9. Ongoing Improvement

We regularly review complaints and customer feedback to identify trends and areas where our removal and man with a van services can be improved. Lessons learned from complaints may lead to changes in staff training, operational processes or customer communications.

By setting out this Complaints Procedure, Man with Van West Kensington aims to provide a clear and accessible route for raising concerns and to show our commitment to professional, accountable and customer focused service.