Man and Van South Kensington Complaints Procedure

Man and Van South Kensington is committed to delivering a reliable, professional removal and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right promptly and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our commitment to handling complaints

We treat all complaints seriously and deal with them in a fair, transparent and timely manner. Our aims are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Investigate the issues thoroughly and objectively.

Provide a clear response that addresses each aspect of your complaint.

Take appropriate action to resolve the matter wherever possible.

Use feedback to improve our removal and man and van services for future customers.

What is a complaint

A complaint is any expression of dissatisfaction about our services, our staff, our vehicles, or our handling of your booking, move, or aftercare. This can include issues such as delays, damage, conduct of staff, communication problems, billing discrepancies, or any other aspect of the service that did not meet your expectations.

Raising a complaint

If you are unhappy with any part of our service, we encourage you to tell us as soon as possible so that we have the best chance of resolving the issue quickly.

Informal resolution in the first instance

In many cases, issues can be resolved quickly and informally by speaking directly to the team member or coordinator dealing with your booking or move. If you raise a concern at the time of service, the team will do their best to put things right immediately, for example by adjusting how the work is carried out or clarifying any misunderstanding about the job details.

Formal complaints

If you do not feel comfortable raising the matter informally, or if your concern has not been resolved to your satisfaction, you may submit a formal complaint. When making a formal complaint, please provide as much detail as possible, including:

Your full name and a way for us to contact you.

The date of your move or service and your booking reference if available.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information, such as photographs of damage, inventory notes, or written communications relating to the issue.

Time limits for complaints

To help us investigate effectively, we ask that complaints relating to a specific removal or man and van job are raised as soon as possible and ideally within a reasonable period of the service taking place. For physical loss or damage to items, we may need prompt notification in order to investigate properly. If a complaint is made after a significant delay, it may limit the steps we are able to take or the evidence available.

How we will handle your complaint

Once we receive your formal complaint, we will follow a clear process to ensure it is handled consistently.

Acknowledgement

We will acknowledge receipt of your complaint within a reasonable time. At this stage, we may ask you for further information or clarification to ensure we fully understand the issues you have raised.

Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the matter complained about wherever practical. They may take the following steps:

Review your booking details, job notes and any associated paperwork.

Speak to the staff members involved in your move or enquiry.

Inspect photographs, inventory records, or other evidence where relevant.

Consider our service standards, terms and conditions, and any applicable industry guidance.

Response and outcome

Following the investigation, we will provide you with a clear written response. This will normally include:

A summary of your complaint and the issues investigated.

The findings of our investigation.

Any decision we have reached about your complaint.

Details of any steps we will take to put things right, which may include corrective work, service adjustments, or goodwill gestures where appropriate.

Information on what you can do if you remain dissatisfied with the outcome.

Timescales

We aim to complete our investigation and issue a full response within a reasonable period from the date the complaint is formally logged. Complex matters or those involving third parties may take longer to investigate. If we are unable to provide a final response within our usual timeframe, we will inform you of the delay, explain the reason, and give an indication of when you can expect our full reply.

Resolution and remedies

Where a complaint is upheld, we will seek to provide a fair and proportionate remedy. This may include, depending on the circumstances:

Providing additional services or corrective action where feasible.

Explaining and, if appropriate, apologising for any shortcomings in our service.

Considering financial remedies in line with our terms and conditions, particularly in relation to loss or damage to items, delays, or missed services.

Reviewing our internal processes, staff training or operational arrangements to reduce the risk of similar issues occurring in the future.

If you remain dissatisfied

If you are not satisfied with our final response, you may request that your complaint is reviewed again by a senior member of our team. You should explain why you remain unhappy and what you believe has not been properly addressed. After this further review, our decision will usually be final within our own internal process.

Data protection and confidentiality

All complaints are handled in line with our obligations under data protection law. The information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our removal and man and van services. Details will be shared internally on a need to know basis only.

Continuous improvement

Feedback from customers, including complaints, is an important part of how we monitor and develop the quality of our services. We regularly review complaint patterns to identify any recurring themes, and we use this information to refine procedures, update training, and enhance the overall experience for people using Man and Van South Kensington for their moves.

This Complaints Procedure does not affect your statutory rights or any rights you may have under our terms and conditions or applicable law.