Complaints Procedure
Complaints Procedure for Man and a Van Knightsbridge
Man and a Van Knightsbridge is committed to providing a reliable, professional and respectful removals service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will handle and resolve your complaint.
Purpose of This Complaints Procedure
The purpose of this procedure is to set out a clear, fair and accessible process for customers who wish to complain about any aspect of our man and van or removal services. It applies to all services provided by Man and a Van Knightsbridge, including packing, loading, transportation, unloading and short-distance moves within our operating area.
We aim to resolve most issues informally and quickly. Where that is not possible, the formal complaints process described below will apply.
What You Can Complain About
You may use this complaints procedure to raise concerns about, for example:
Service quality, including punctuality, handling of belongings, or completion of work as agreed. Conduct, attitude or behaviour of our drivers, porters or any member of our team. Accuracy of information given to you before, during or after your move. Issues relating to charges, invoicing or clarity of pricing. Damage to property or belongings arising from our services. Any other matter where you feel we have not met our stated standards.
This procedure does not cover issues that are already the subject of legal proceedings or insurance claims being managed entirely by third parties. In those cases, we may still assist with information and cooperation but the formal complaint route may differ.
Raising an Informal Concern
Where possible, we encourage customers to raise any concern as soon as it arises, ideally on the day of the move or shortly afterwards. In many instances, an issue can be resolved quickly by discussing it with the team on site or with our office staff.
When you raise an informal concern, we will:
Listen carefully to what has happened from your perspective. Clarify any immediate facts we need to understand the situation. Aim to propose a fair and practical solution as quickly as possible. Agree next steps with you and provide an approximate timescale for any follow up.
If you are not satisfied with the outcome of the informal discussion, or if you prefer not to raise the matter informally, you may submit a formal complaint.
How to Make a Formal Complaint
If you wish to make a formal complaint, please do so in writing. Written complaints help us keep an accurate record of the issues and ensure we can investigate properly. You may send your complaint using your preferred written method.
To help us deal with your complaint efficiently, please include:
Your full name and contact details. The date and location of the removal service. A clear description of what went wrong and when it occurred. Details of any conversations already held with our staff about the issue. Any supporting information you feel is relevant, such as photographs or an inventory of damaged items.
We recommend that you submit your complaint within 14 days of the service taking place, particularly in relation to any alleged damage, so that we can investigate while details are still fresh and evidence is available.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. Our acknowledgement will normally be sent within five working days. In the acknowledgement we will confirm:
That we have received your complaint. The name or role of the person who will be handling it. Any further information we may need from you at this stage. The expected timescale for our investigation and response.
Investigation Process
Your complaint will be handled by a person with appropriate responsibility who was not directly involved in the events complained of, wherever possible. The investigation may include:
Reviewing your written account and any supporting documents you have provided. Speaking with the staff involved in the move. Checking job sheets, booking records and service logs. Considering any relevant internal policies or service standards.
Our aim is to conduct a thorough, fair and impartial review of what has taken place, so that we can respond with clarity and, where appropriate, propose a suitable resolution.
Response and Outcome
We will provide you with a written response once our investigation is complete. We aim to do this within 20 working days of acknowledging your complaint. If we need more time due to the complexity of the matter, we will let you know and provide an updated timescale.
Our response will usually include:
A summary of your complaint and the issues we have considered. The findings from our investigation, including any relevant evidence. Our conclusion on whether your complaint is upheld, partially upheld or not upheld. Any proposed remedy or action we intend to take.
Possible outcomes may include an explanation or apology, corrective action on future jobs, a gesture of goodwill, or other appropriate steps depending on the circumstances and the terms of our service agreement.
Escalation of Your Complaint
If you remain dissatisfied after receiving our formal response, you may request that your complaint be reviewed again at a higher level within the company. When asking for escalation, please explain why you are unhappy with the initial outcome and what you are seeking as a resolution.
The escalation review will focus on whether the original investigation was fair and complete, and whether the response and outcome were reasonable in light of the evidence available.
Our Commitment to Fairness and Improvement
Man and a Van Knightsbridge takes all complaints seriously. We view them as an opportunity to learn and improve the way we handle local removals and man and van work. As part of this, we may:
Review and update our procedures and staff training. Improve the information we provide to customers before and during moves. Strengthen our quality control and supervision processes. Monitor complaint trends to identify recurring issues.
We are committed to providing a service that is courteous, efficient and respectful of your home and belongings, and we will always strive to deal with any complaint professionally and promptly.
Record Keeping and Data Protection
We keep records of complaints and our responses in order to monitor service quality and meet our legal obligations. Any personal information you provide when making a complaint will be handled in line with applicable data protection requirements and used only for managing and reviewing your complaint and improving our services.
By following this complaints procedure, we aim to resolve issues fairly and transparently so that customers throughout our service area can use Man and a Van Knightsbridge with confidence.
