Man with Van South Kensington Complaints Procedure

Man with Van South Kensington is committed to providing a reliable, professional and fair removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our services for future customers.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers using our man and van and removal services.

1. Purpose and scope of this procedure

The purpose of this procedure is to provide a clear and accessible process for dealing with complaints about our services. A complaint is any expression of dissatisfaction, whether justified or not, about the service you have received from Man with Van South Kensington.

This procedure covers, for example:

Service quality, including punctuality, handling of belongings, loading and unloading

Conduct, behaviour or attitude of our drivers, porters or office staff

Charges, quotations, invoicing and payment disputes

Communication before, during or after your move

Any other concern about the standard of our removal services

This procedure does not cover general enquiries, requests for quotes, or routine service adjustments, which are handled through our normal customer service channels.

2. Making a complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint verbally or in writing. When submitting a complaint, please provide as much detail as you can, including:

Your full name

The date of your move or booking

The collection and delivery locations used for your move

A clear description of what went wrong

Any relevant supporting information, such as photos or item lists

If your complaint relates to loss or damage, please describe the items involved, the nature of the damage and when you first noticed it.

3. Immediate resolution on the day

Where possible, we aim to resolve issues on the day of your move. If a problem arises while the crew is on site, please speak to the team leader straight away. They will do their best to address your concerns there and then, for example by adjusting how items are handled, clarifying the agreed service or contacting the office for guidance.

If the issue cannot be resolved immediately, or if you are still dissatisfied, you may wish to follow up in writing so that we can conduct a full review.

4. Acknowledgement of your complaint

Once we receive your complaint in writing, we will acknowledge it as soon as reasonably practical. Our acknowledgement will confirm that your complaint has been logged and will outline the next steps in the investigation process.

At this stage, we may ask you for additional information if needed, such as further details of the incident, estimates for repair or replacement, or clarification on specific points.

5. Investigation process

Your complaint will be reviewed by a manager who was not directly involved in providing the service in question, where possible. The investigation may include:

Reviewing your booking details, inventory and any written agreements

Speaking with the driver and any porters who attended your move

Reviewing job sheets, photographs and internal notes

Assessing any evidence of damage or loss you have provided

Considering whether our terms and conditions or industry practices have been followed

We aim to carry out this investigation thoroughly and fairly, taking into account both your account of events and the information provided by our staff.

6. Our response and proposed resolution

Once our investigation is complete, we will provide you with a written response outlining:

Our understanding of your complaint

The findings of our investigation

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

Any steps we propose to take to resolve the matter

Possible outcomes may include an explanation or clarification, an apology, a service remedy, a goodwill gesture, or, where appropriate and in line with our terms and conditions, a contribution towards repair or replacement of damaged items.

We will explain the reasoning behind our decision and how we have reached our conclusion.

7. Timeframes

We aim to handle complaints as quickly as reasonably possible while ensuring a fair and careful review. The time required may vary depending on the complexity of the issue, the availability of staff for interview, and the need for additional information.

If we anticipate that our investigation will take longer than usual, we will let you know and may provide an update on progress. Our priority is to provide a considered and accurate response rather than a rushed conclusion.

8. Escalation and further review

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again. In your request, please clearly explain why you disagree with our decision or why you believe the complaint has not been resolved fully.

Where possible, a more senior manager will review the handling of your complaint, reconsider the evidence and ensure that our procedures and terms have been applied correctly. Following this review, we will provide a final response setting out our position.

9. Fair treatment and respect

We treat all complaints seriously and handle them with courtesy and respect. In turn, we ask that customers communicate with our staff in a respectful manner. We understand that moving can be stressful, particularly when problems arise, but any abusive, threatening or discriminatory behaviour towards our team will not be tolerated and may result in us limiting or ending communication.

10. Learning from complaints

Complaints help us identify where our removals service can be improved, whether in planning, handling, communication or training. We regularly review the complaints we receive to look for patterns, update our procedures and provide additional guidance to staff where appropriate.

By following this complaints procedure, Man with Van South Kensington aims to deal with all concerns fairly, consistently and promptly, and to use your feedback to continue improving the service we provide.