Man and Van West Kensington Complaints Procedure

Man and Van West Kensington is committed to providing a reliable and professional removals and man and van service. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise an issue with us, how we will handle your complaint, and what you can expect at each stage.

Scope and Purpose of This Procedure

This procedure applies to all customers using our man and van and removal services, whether for home moves, office moves or transport of single items. It covers complaints about our service quality, communication, conduct of staff, handling of belongings, adherence to agreed timescales and charges.

The purpose of this procedure is to ensure that every complaint is taken seriously, recorded properly, investigated thoroughly and responded to in a timely and respectful manner.

Definition of a Complaint

A complaint is any expression of dissatisfaction about our services or the way they were delivered, where a response or resolution is explicitly or implicitly expected. This can include issues that arise before, during or after your move.

We encourage you to raise concerns as soon as possible so they can be addressed promptly, ideally while the service is still in progress or immediately after completion.

How to Make a Complaint

You may make a complaint in writing or verbally. Written complaints should include your full name, the service date, your collection and delivery locations, and a clear description of the issue. Providing any relevant supporting information, such as inventory lists, photographs or copies of agreements, will help us investigate more efficiently.

Verbal complaints can be made to a member of our team during your move or to our office staff. In most cases, our team will try to resolve the issue on the spot. If the matter cannot be resolved immediately, it will be recorded and passed to the appropriate person for further review.

Information We Need From You

To handle your complaint effectively, we ask you to provide the following information where possible:

The date of the service and an approximate time window. The addresses where the service took place. A clear description of what went wrong and when it happened. Names or descriptions of any staff involved, if known. Details of any damage, loss or delays. What outcome or resolution you are seeking.

Providing accurate and complete information at the outset will help us reach a fair and timely resolution.

Our Complaints Handling Stages

We aim to deal with complaints in a structured and consistent way. Our complaints handling includes the following stages.

Initial Acknowledgement

When we receive your complaint, we will acknowledge it within a reasonable timeframe. For written complaints, we will confirm that we have received your concerns and provide an indication of when you can expect a detailed response.

Investigation

Your complaint will be reviewed by a member of our management team or an appointed person who was not directly involved in the matter. They may contact you to clarify details and may also speak to staff members, review job notes, booking records and any relevant photographs or documents.

Our aim is to ensure the investigation is fair, objective and based on the available evidence. Where necessary, we may ask you for additional information to fully understand the situation.

Response and Outcome

Once our investigation is complete, we will provide a clear written or verbal response setting out:

A summary of your complaint. The steps we took to investigate. Our findings based on the evidence. Any offer of remedy or explanation.

Where we find that our service did not meet the expected standard, we will explain what went wrong and what we are doing to prevent a similar issue from occurring again.

Timescales for Handling Complaints

We aim to resolve most complaints as quickly as possible. Straightforward matters may be resolved within a few working days. More complex complaints, particularly those involving damage assessments or multiple staff members, may take longer.

If we cannot provide a full response within a reasonable period, we will inform you of the delay, explain the reason and indicate when you can expect an update or final outcome.

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it be reviewed by a more senior member of our team. When requesting escalation, please explain why you are unhappy with the initial response and what you believe would be a fair resolution.

The senior review will consider the way the complaint was handled, the evidence used and the fairness of the outcome. Following this review, we will issue a final response explaining any changes to our decision or confirming that our original findings stand.

Complaints Involving Damage or Loss

If your complaint relates to alleged damage or loss of items during a move, please raise it as soon as possible. We may request photographs of the damage, original purchase information or other evidence to support your claim. We will review this alongside our job records and any condition notes made before or during the move.

Any settlement or remedy offered will take into account the information provided, the condition of items before the move, any applicable terms and conditions and the scope of the service we agreed with you.

Confidentiality and Data Protection

All complaints will be handled confidentially and in line with applicable data protection requirements. Information will only be shared with those who need it to investigate and resolve your complaint. We may retain records of your complaint and our response in order to monitor service quality and improve our operations.

Continuous Improvement

We view complaints and feedback as an opportunity to improve our removals and man and van services. Trends and recurring issues are reviewed by management, and where appropriate we may update training, procedures or policies to enhance the experience we provide to customers.

By following this Complaints Procedure, Man and Van West Kensington aims to ensure that any concerns are handled fairly, respectfully and with a focus on resolving issues and improving our service for all customers.