Complaints Procedure for Man with Van West Kensington

Man with Van West Kensington is committed to providing reliable, professional and courteous removal and transport services. We recognise that, despite our best efforts, there may be occasions when customers feel dissatisfied with some aspect of our service. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with customer complaints. Our aims are to resolve issues promptly wherever possible, to treat all customers with respect, and to use feedback to continually improve our removal and man and van services across our operating areas.

This procedure applies to all services provided by Man with Van West Kensington, including home removals, office moves, single-item transport, and related packing or loading services.

What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. Complaints might relate to:

Service quality, such as punctuality, handling of goods, or completion of agreed work
Conduct or professionalism of our drivers, porters or office staff
Accuracy of information provided before, during or after a booking
Concerns about charges, quotations or invoicing
Damage to property or belongings during a move
Any other aspect of our removal or man and van services that causes you concern

We encourage customers to raise any issues as soon as possible, so that they can be addressed promptly and effectively.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record, but we will accept complaints in whatever way is easiest for you.

When submitting a complaint, please provide the following information where possible:

Your full name and the address where the service took place
The date and approximate time of your booking
A brief description of the service you booked
A clear explanation of what went wrong and when it occurred
Names of any staff members involved, if known
Any supporting details that may help us investigate, such as photographs or reference numbers

The more information you can provide, the easier it will be for us to carry out a thorough investigation and respond appropriately.

Initial Resolution and Informal Complaints

Many issues can be resolved quickly and informally. If you raise a concern during or immediately after your move, we will do our best to address it on the spot or shortly afterwards. For example, we may be able to adjust how we are carrying out the work, clarify a misunderstanding about the booking, or agree a practical solution there and then.

If you are not satisfied with an informal response or you would prefer a formal investigation, you may request that your concern is treated as a formal complaint in line with the steps below.

Formal Complaints Process

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint as soon as reasonably practicable. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps.

Investigation: A member of our management team will review the details of your complaint. This may involve speaking with the staff involved, reviewing schedules, booking records and any relevant photographs or documentation.

Outcome and Response: After the investigation, we will provide you with a written or verbal response setting out our findings. Where appropriate, this will include an explanation of what went wrong, a sincere apology if we are at fault, and details of any proposed resolution or corrective action.

Timescales: We aim to provide a full response within a reasonable period from acknowledging your complaint. If, for any reason, we are unable to meet this timescale, we will inform you and let you know when you can expect a further update.

Possible Outcomes and Remedies

The outcome of a complaint will depend on the circumstances and the results of our investigation. Possible remedies may include:

A clear explanation or clarification of what happened
An apology where we have fallen short of our standards
Corrective action during an ongoing move, where still possible
Revisiting charges or offering a partial refund if appropriate
Providing guidance on any further steps open to you

We will always seek to reach a fair and reasonable outcome that reflects the facts of the situation and the terms agreed for the service.

Escalating a Complaint

If you are not satisfied with the response you receive, you may request that your complaint is reviewed by a more senior member of our team where possible. In your request, please explain why you remain dissatisfied and what outcome you are seeking.

We will then review both the original complaint and the initial investigation to determine whether any further action or clarification is required. Following this review, we will provide you with a final response from our side.

Complaints Involving Damage or Loss

If your complaint involves damage to property or loss of items during a removal, it is important that you inform us as soon as you become aware of the issue. Please provide clear details of the items affected and, where possible, supporting evidence such as photographs or purchase information.

Any consideration of compensation or reimbursement will take into account the information you provide, the condition and value of the items, any pre-existing damage, and the terms and limitations that apply to the service you booked.

Our Commitment to Continuous Improvement

We value complaints and feedback because they help us improve the quality of our man and van and removal services. All complaints are recorded and reviewed periodically to identify patterns, training needs and opportunities to enhance how we plan, carry and complete moves for customers in our service areas.

By following this Complaints Procedure, we aim to ensure that every concern is taken seriously, handled with respect and used constructively to improve the service you receive from Man with Van West Kensington.