Complaints Procedure for Man and a Van South Kensington
Man and a Van South Kensington is committed to providing a reliable, careful and professional removals and man and van service. While we always aim to get things right the first time, we recognise that issues can occasionally arise. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction with any aspect of our service. This may include collection and delivery of goods, packing, handling and loading, punctuality, conduct of our staff, or the accuracy of information and charges. Our goals are to resolve problems quickly, learn from feedback, and maintain high standards across all of our moving and transport services.
2. Scope of Complaints
This procedure applies to all domestic and light commercial customers using our man and van or removals services. You may raise a complaint about, but not limited to, the following:
Issues with booking, scheduling or availability of vans and staff
Condition, handling or loss of items during collection, transit or delivery
Delays, missed time slots or changes to agreed arrangements
Conduct, attitude or professionalism of members of our team
Disputes about quotations, invoices or additional charges
Any other service standard that you feel has fallen below what was agreed or reasonably expected
3. Principles of Our Complaints Handling
We handle all complaints using the following principles:
Accessibility – The process is clear, straightforward and available to every customer.
Fairness – Complaints are considered objectively, without bias, and with respect for all parties involved.
Confidentiality – Information related to your complaint is only shared where necessary to investigate and resolve the matter.
Timeliness – We aim to acknowledge and respond to complaints within reasonable timescales.
Improvement – We use complaints and feedback to improve our removals and man and van operations.
4. Informal Resolution
Many concerns can be resolved quickly and informally. If an issue arises during your move or soon after, we encourage you to raise it as early as possible with the team member on site or the person who handled your booking. We will try to understand what has gone wrong and agree a practical solution with you. Where you are satisfied with the outcome, no further action is needed. If you are not satisfied, or if the matter is more serious, you should follow the formal complaints process below.
5. How to Make a Formal Complaint
If your concern cannot be resolved informally, you may make a formal complaint. When doing so, please provide as much detail as possible so that we can investigate thoroughly. Include:
Your full name and the address where the service was provided
The date of your move or booking
A clear description of what went wrong and when it happened
Names or descriptions of any staff involved, if known
Details of any financial loss, damage, or inconvenience you have experienced
Any documents that support your complaint, such as quotes, invoices, or photographs
You may submit your complaint in writing or by speaking to a member of our management team, who will record the details for you. If you make a complaint verbally, we may ask you to confirm key points in writing to ensure accuracy.
6. Acknowledgement of Your Complaint
Once we have received your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a more detailed response.
7. Investigation Process
We will allocate your complaint to an appropriate person, usually a manager who was not directly involved in the original service. The investigation may include:
Reviewing your booking information and any communication records
Speaking with the staff who carried out your removal or man and van service
Examining photographs, delivery notes or other relevant documents
Assessing any damage reports or claims submitted
Considering whether our policies and procedures were followed correctly
We aim to complete our investigation and provide a full response as quickly as is reasonably possible, taking into account the complexity of the issues raised.
8. Our Response and Possible Outcomes
Following the investigation, we will send you a written response that sets out:
A summary of your complaint and the issues we have considered
The steps we have taken to investigate the matter
Our findings and, where applicable, an apology
Any proposed remedy or action we will take
Remedies may include an apology, an explanation, corrective action to complete or improve the service, or where appropriate and in line with our terms and conditions, a financial adjustment. We will always explain the reasons for our decision.
9. If You Remain Dissatisfied
If you are not satisfied with our response, you may request a review of your complaint. A more senior member of our team, who has not previously been involved, will reconsider the matter. They may re-examine the evidence, request further information, and decide whether the original outcome should be upheld, varied or overturned. We will then provide you with a final response setting out the result of the review and our reasons.
10. Time Limits for Making a Complaint
To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the event, and in any case within a reasonable period of time. Complaints made a long time after the service may be more difficult to investigate fully, as records and recollections may no longer be clear.
11. Our Commitment to Continuous Improvement
We review complaints regularly to identify patterns, recurring issues and opportunities to improve our removals and man and van services. This may lead to additional training for staff, updates to our booking and scheduling processes, or improvements in how we handle and protect your belongings. By following this Complaints Procedure, you help us maintain and enhance the reliability and professionalism of our service.
12. Data Protection and Confidentiality
All information you provide during the complaints process will be handled in line with our obligations under data protection law. We will only use your information to investigate and resolve your complaint and to help improve our services. Your details will not be shared outside the organisation except where required by law.
This Complaints Procedure is intended to offer a fair, clear and accessible route for raising concerns about Man and a Van South Kensington. We value your feedback and treat every complaint as an opportunity to put things right and strengthen the quality of our moving services.
