Complaints Procedure for Man With a Van West Kensington

Man With a Van West Kensington is committed to providing a reliable and professional removals 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 deal with it, and what you can expect from us at each stage.

1. Purpose and Scope

This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. It covers concerns about the quality of service, conduct of staff, handling of goods, timings, charges, communication, and any other aspect of your experience with us.

We treat all complaints seriously, whether they are raised during a move, immediately afterward, or within a reasonable period following completion of our services. We aim to resolve issues promptly, fairly, and transparently.

2. Principles of Our Complaints Handling

Our approach to complaints is based on the following principles:

Fairness: We will listen to your concerns and respond without bias or pre-judgment.

Confidentiality: Your information will be handled sensitively and only shared where necessary to investigate and resolve the complaint.

Timeliness: We will acknowledge and address your complaint as quickly as we reasonably can.

Clarity: We will explain what we are doing at each stage and provide clear outcomes and reasons for our decisions.

Continuous improvement: We use feedback and complaints to improve our removals and man and van services.

3. Raising an Informal Concern

Many concerns can be resolved quickly if they are raised as soon as an issue arises. If you are unhappy with any aspect of our service on the day of your move, please speak to the driver or team leader on site. They may be able to address the problem immediately, for example by adjusting how items are handled, clarifying timings, or resolving misunderstandings about the agreed work.

If the issue cannot be resolved at the time of service, or if you prefer not to raise it directly with the on-site team, you can move to the formal complaints process described below.

4. Making a Formal Complaint

If you wish to make a formal complaint, please provide the following information so that we can investigate effectively:

Your full name.

The date of your move or booking.

The collection and delivery locations.

A clear description of what went wrong, including times, events, and who was involved, if known.

Details of any loss or damage, including photos if available.

What outcome you are seeking, such as an explanation, apology, rectification, or consideration of compensation.

Complaints should be made as soon as reasonably possible after the event, and ideally within 14 days of completion of the service, especially where there is alleged damage or loss, so that we can investigate while information is still current.

5. Acknowledgement and Timescales

Once we receive your formal complaint, we will acknowledge it within a reasonable period. In the acknowledgement, we will confirm that we have received your complaint and advise you of the next steps.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex or requires further investigation, we will inform you of any delay and provide an updated timescale for our response.

6. Investigation Process

To investigate your complaint fairly, we may:

Review your booking details, agreed services, and any written instructions.

Speak to the driver or team members involved in your move.

Examine any photos, videos, or supporting documents you provide.

Assess any alleged loss or damage and how it may have occurred.

Review our internal policies and procedures relevant to your case.

We will consider all information provided by you and by our staff before reaching a conclusion.

7. Outcome of Your Complaint

After we have investigated your complaint, we will send you a written response setting out:

A summary of your concerns.

The steps we took to investigate.

Our findings and any relevant explanations.

Any actions we propose to take to resolve the matter.

Possible outcomes may include an explanation, an apology, practical steps to put things right where possible, or consideration of a goodwill gesture. Where a claim involves alleged loss or damage to items, any remedy will be considered in line with our terms and conditions and any applicable insurance arrangements.

8. If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed. When requesting a review, please explain why you are dissatisfied with the outcome or how you believe your complaint has not been fully addressed.

We will then arrange for a further review, which may be undertaken by a different person or senior member of our team, where possible. A final response will be issued after this review, normally within 14 working days.

9. Claims for Loss or Damage

If your complaint relates to loss or damage to property during a move, we may request additional information, such as proof of purchase, photographs of the items before and after the move, and a description of how the damage was discovered.

All claims will be considered in the context of our terms and conditions, any declared value, and any relevant exclusions or limitations. We will discuss with you what options may be available, which could include repair, replacement, or a financial settlement where appropriate and justified.

10. Our Commitment to Improvement

Every complaint gives us an opportunity to improve our man and van and removal services. We regularly review the nature and number of complaints received and identify any patterns or recurring issues. Where appropriate, we provide additional training to staff, update procedures, or revise service standards to reduce the likelihood of similar issues arising in the future.

By setting out this Complaints Procedure clearly, Man With a Van West Kensington aims to give you confidence that any concerns you may have will be taken seriously and handled with care and professionalism.