Complaints Procedure

Complaints Procedure For Man with Van South Kensington

Man with Van South Kensington is committed to providing a professional and reliable removal service. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Our Commitment To You

We aim to deliver a courteous, efficient and careful moving service for customers using our man and van and removal solutions. When something goes wrong, we want to know about it so that we can put things right and improve our service. All complaints are treated seriously, handled sensitively and dealt with as quickly as possible.

What This Procedure Covers

This procedure applies to complaints about our removal and man with van services, including but not limited to collection, transportation and delivery of items, punctuality, conduct of our team, handling of belongings, and the accuracy of quoted or invoiced work. It covers both domestic and small commercial customers.

When To Make A Complaint

You should make a complaint if you feel we have not delivered the service you reasonably expected or if you are dissatisfied with any aspect of your experience with Man with Van South Kensington. Examples include damage to property or belongings, late arrival without explanation, missed or incomplete services, unprofessional behaviour from staff, or unclear charges.

We recommend raising your concerns as soon as possible after the issue occurs so that we can investigate while details are still fresh and relevant information is readily available.

How To Make A Complaint

You can make a complaint in writing, either by letter or by using any written communication method you normally use with us. Written complaints help ensure that all details are recorded accurately and that we can track the progress of your case.

Please provide the following information when making a complaint:

1. Your full name and the address where the service took place
2. The date of your move or booking and, if known, the time of the service
3. A clear description of what went wrong and when it happened
4. Details of any conversations you have already had with our staff about the issue
5. Photographs or other evidence, if relevant, especially for any alleged damage
6. What outcome or resolution you are seeking, if you have a preference

Providing complete and accurate details helps us investigate more thoroughly and respond more quickly.

Acknowledging Your Complaint

Once we receive your complaint, we will acknowledge it in writing. Our aim is to provide this acknowledgement within five working days. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.

If we require any further information or clarification, we may contact you to request additional details so that we can carry out a fair and accurate assessment.

Investigating Your Complaint

Your complaint will be reviewed by a responsible person who was not directly involved in the incident where possible. The investigation may include speaking to the team members who carried out your move, reviewing booking details and service notes, examining photographs or evidence you have supplied, and checking internal procedures and records such as job sheets and inventory lists.

We aim to complete our initial investigation and provide a detailed response within 20 working days from the date we acknowledge your complaint. If, for any reason, we cannot meet this timescale, we will let you know and provide an updated expected timescale.

Our Response And Possible Outcomes

When our investigation is complete, we will send you a written response. This response will include a summary of your complaint, the steps we took to investigate it, the outcome of the investigation, and any actions we propose to take.

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology where we have fallen short of our standards, corrective action to improve our processes or staff training, a partial or full refund where appropriate, or another form of resolution that is fair and proportionate to the issue.

If You Are Not Satisfied With The Outcome

If you are not satisfied with our response, you can ask for your complaint to be reviewed again. In your request, please explain why you disagree with our decision or why you feel the outcome is not fair. We will arrange for a further review, which may be carried out by a more senior member of our team.

Following this review, we will provide a final written response setting out our position. This will mark the end of our internal complaints procedure.

Your Responsibilities As A Customer

To help us resolve complaints fairly, we ask customers to provide accurate and honest information, share any relevant evidence promptly, treat our team with courtesy and respect, and allow reasonable time for investigation and response. We reserve the right to end communication where behaviour is abusive, threatening or deliberately misleading.

Time Limits For Making A Complaint

We ask that complaints relating to our removal services are raised within 28 days of the service being carried out. Complaints made later than this may be more difficult to investigate fully, particularly regarding matters such as access conditions, property layout and the condition of items before collection. We will still consider late complaints where possible but cannot guarantee the same level of detail in our findings.

Privacy And Data Protection

All complaints are handled in line with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and responding to your complaint, training our staff and improving our services. We will keep records of your complaint and our response in accordance with our retention policies.

Continuous Improvement

We review complaints on a regular basis to identify patterns and areas for improvement in our removal and man and van services. Feedback from customers, whether positive or negative, is used to refine our procedures, staff training and quality standards so that we can provide a more reliable and efficient service in the future.

This Complaints Procedure is designed to be clear and accessible. If you have any questions about how it works or need assistance in making a complaint, please contact us using your usual communication method and we will be happy to help explain the process.