Complaints Procedure for Man with Van South Kensington

Man with Van South Kensington is committed to delivering reliable, efficient and professional removals and man and van services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure applies to all customers who use our man and van or removal services, whether for home moves, office relocations, student moves, or item collections and deliveries. It covers complaints about service quality, staff conduct, communication, timekeeping, damage to property or belongings, and any other aspect of the service we have provided.

The procedure is designed to be clear, accessible and fair. It sets out realistic timeframes and aims to resolve most issues informally and quickly wherever possible, while providing a structured process for more formal complaints.

Making a Complaint

If you are unhappy with any part of our service, we encourage you to raise your concern as soon as possible. In many cases, issues can be resolved promptly by speaking to the team on the day of the move or by contacting our office to explain the problem. Providing full and accurate details helps us investigate and respond effectively.

When making a complaint, please include the following information where possible: your full name, the date of the service, the collection and delivery addresses, a clear description of what went wrong, and any supporting details such as item descriptions, timings or names of staff you dealt with.

Informal Complaints and Early Resolution

We aim to resolve many complaints informally and at an early stage. If you raise your concern promptly, we will try to:

listen carefully to your description of the problem, clarify any details, offer an explanation where appropriate, and agree a practical solution if possible. Examples may include arranging a return visit to complete a task, providing a partial refund or discount where justified, or agreeing a plan to address minor issues without the need to escalate to a formal complaint.

If your concern is resolved informally and you are satisfied with the outcome, the matter will usually be closed at this stage. However, if you are not satisfied, or if the issue is more serious or complex, you may proceed to make a formal complaint.

Formal Complaints Process

If you wish to make a formal complaint, please set out your concerns clearly and state that you are submitting a formal complaint under this procedure. Provide as much detail as you can, including dates, times, a description of events, and the outcome you are seeking. This helps us to fully understand the situation and to respond appropriately.

Once we receive your formal complaint, we will record it and begin our investigation. We will acknowledge receipt of your complaint within a reasonable timeframe and will let you know who is responsible for handling it.

Investigation and Response Timescales

We will investigate your complaint thoroughly and fairly. This may include reviewing booking records, vehicle logs, photographs, job sheets or inventory lists, and speaking to the staff involved. Where relevant, we may ask you for further information or clarification.

We aim to provide a full written response to your complaint within a set period from the date of acknowledgement. If we are unable to meet this timescale, for example because further investigation is required or key staff are unavailable, we will inform you of the delay and provide an updated timescale.

Our response will summarise the complaint, explain the findings of our investigation, and confirm any actions we will take. These actions may include an apology, service adjustments, staff training, operational changes, or financial remedies where appropriate and supported by evidence.

Complaints About Loss or Damage

If your complaint involves loss of or damage to property or belongings during a removal or man and van service, it is important that you notify us as soon as you become aware of the issue. Prompt notification makes it easier to establish what has happened and to identify the items concerned.

We may request photographs of any damage, copies of purchase receipts or valuations, and details of the circumstances in which the damage occurred. Our assessment will take into account the condition and age of the item, any packing or protective measures used, and any limitations or exclusions that were explained prior to the move.

Any offer of compensation will be made in line with our terms and conditions and any applicable insurance arrangements. We will explain clearly how any decision has been reached.

Escalation and Further Review

If you are not satisfied with our formal response, you may ask for your complaint to be reviewed. In this case, where possible, the review will be carried out by a different person, such as a more senior member of the team or someone not directly involved in the original service.

The reviewer will consider the handling of your complaint, the evidence gathered, the conclusions reached, and whether the outcome was fair and reasonable. They may uphold the original decision, amend it, or take further action. You will be informed of the outcome of this review and the reasons for the decision.

Our Commitment to Continuous Improvement

Complaints provide valuable feedback that helps us improve the way we deliver man and van and removal services. We routinely review complaints data to identify recurring issues, trends and areas where our processes can be strengthened. Lessons learned may lead to updates to staff training, vehicle checks, packing procedures or communication practices before, during and after moves.

By following this complaints procedure, we aim to treat every customer with respect, respond promptly and fairly, and maintain high standards across all stages of the moving process.