Complaints Procedure

Complaints Procedure for Man With a Van Knightsbridge

Man With a Van Knightsbridge is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can resolve the issue promptly and fairly, and improve our services for future customers.

Purpose of This Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our man and van or removal services, and what you can expect from us in response. It applies to all customers who have used, or have booked, our services.

Our aims are to:

Listen carefully to your concerns.

Investigate complaints thoroughly and impartially.

Resolve issues as quickly as reasonably possible.

Offer clear explanations and, where appropriate, suitable remedies.

What Counts as a Complaint

You may wish to complain if you are dissatisfied with any part of our service, including:

Conduct, attitude, or professionalism of our staff or drivers.

Collection or delivery arrangements, including punctuality or reliability.

Handling, loading, unloading, or transportation of your belongings.

Condition of your items upon delivery, including loss or damage.

Clarity and accuracy of quotations, charges, or billing.

Communication before, during, or after your move.

If you are unsure whether your concern is covered, please raise it with us. If it is not handled as a formal complaint, we will explain why and advise you on any alternative steps available.

How to Make a Complaint

We encourage you to raise any issue as soon as possible, ideally within a short time of the service taking place so that we can investigate while details are still clear. You may contact us using your preferred method, such as in writing or by speaking directly with a member of our team.

When making a complaint, please provide the following information so we can investigate efficiently:

Your full name and, if relevant, company name.

The date and location of the service.

A brief description of the service you booked, for example, home removal, office move, or man and van service.

A clear description of what went wrong or did not meet your expectations.

Any reference numbers or booking details you have received.

Details of any loss, damage, or additional costs you believe you have incurred.

What outcome or resolution you are seeking, where applicable.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have received your concerns and outline the next steps. Where appropriate, we may request additional information or evidence, such as photographs of any damage or copies of relevant documents.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue wherever possible. They will:

Review your account of events.

Check relevant records, including booking details, job notes, and any existing correspondence.

Speak to staff members or third parties involved, if needed.

Assess any evidence you have provided.

We aim to complete our investigation within a reasonable timeframe. If the matter is complex and we require more time, we will keep you updated.

Stage 3: Response and Outcome

After investigating, we will provide you with a clear response that sets out:

Our understanding of your complaint.

The steps we have taken to investigate it.

Our findings and conclusions.

Any action we propose to take.

Depending on the nature and outcome of the complaint, possible resolutions may include:

An explanation or clarification.

An apology where service has fallen below our usual standard.

Practical steps to put things right where possible.

Consideration of goodwill gestures, subject to the circumstances and any applicable terms and conditions.

Timescales

We aim to deal with issues as quickly as reasonably possible. Straightforward matters can often be resolved promptly, sometimes on the same day. More complex complaints, such as those involving alleged damage or disputed facts, may take longer to investigate. In all cases, we aim to keep you informed of progress and expected timescales.

Evidence and Insurance Considerations

Where your complaint relates to damage or loss of items during a removal, we may ask you to provide supporting evidence, such as photographs, receipts, or valuations, to assist with our assessment. Any review of potential compensation will be carried out in line with our terms and conditions and any relevant insurance arrangements associated with your booking.

If You Are Not Satisfied With the Outcome

If you remain unhappy after receiving our response, you may ask for a further review. In doing so, please explain why you are dissatisfied with the outcome or how you believe your complaint has not been fully addressed. We will then reconsider the matter where appropriate and provide you with a final position.

Respectful Behaviour

We are committed to dealing with all complaints courteously and respectfully, and we ask that customers do the same towards our team members. We understand that moving can be stressful, and we will always do our best to resolve matters calmly and constructively.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review and improve how we carry out our man and van and removal services. We regularly reflect on the feedback we receive to refine our processes, training, and communication, helping us to provide a smoother moving experience for customers in our operating areas.

By setting out this clear complaints procedure, Man With a Van Knightsbridge aims to give you confidence that, should anything go wrong, your concerns will be taken seriously and handled in a fair, transparent, and timely manner.