Complaints Procedure for Man and a Van West Kensington Customers
Man and a Van West Kensington is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right where possible and improve our service for the future.
This complaints procedure explains how you can raise a concern about our services, what information we need from you, how we will handle your complaint, and what you can expect from us throughout the process.
Scope of this Complaints Procedure
This procedure applies to any complaint relating to our removals, man and van, packing, loading, transport or related services, whether carried out for domestic or commercial customers. It covers issues such as service quality, delays, staff conduct, loss or damage to goods, and communication problems.
This procedure does not cover general enquiries, booking requests or routine service feedback that is not raising a specific concern. However, we welcome all feedback as it helps us to maintain standards across our service area.
How to Make a Complaint
We encourage you to raise any concern with us as soon as possible after the issue occurs. This helps us investigate while details are still clear and, where appropriate, take prompt remedial action.
You can make a complaint in writing or verbally. When contacting us, please clearly state that you are making a complaint so that we can ensure it is handled under this procedure.
To help us investigate and resolve your complaint efficiently, please provide the following information where possible:
• Your full name and, if relevant, the name of the person who made the booking
• The service date and the collection and delivery addresses
• A description of the service you booked, such as house move or man and van hire
• A clear description of what went wrong, including any relevant times and events
• Details of any loss or damage to items, with photographs if available
• Any steps already taken to try to resolve the matter
• What outcome or resolution you are seeking
If you are making a complaint on behalf of someone else, we may need their permission to discuss booking details in order to protect their privacy.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will record it in our internal system and assign it to a member of our team for review. We aim to acknowledge all complaints promptly. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and, where possible, give an estimated timescale for our initial response.
Stage 2: Investigation
The team member responsible for your complaint will review the information you have provided and may contact the staff who were involved in the booking, loading, driving, or unloading of your items. Where relevant, we will review job sheets, inventory notes, and any photographic evidence available.
We may contact you if we need further details or clarification in order to conduct a thorough investigation. Your cooperation in providing additional information, if requested, helps us reach a fair and accurate conclusion.
Stage 3: Response and Resolution
Once our investigation is complete, we will provide you with a clear response. This will normally include:
• A summary of your complaint and the issues investigated
• The findings of our investigation, including any contributing factors
• Whether your complaint has been upheld in full, in part, or not upheld
• Any steps we have taken, or propose to take, to put matters right
• Any changes we intend to make to our processes or staff training where appropriate
Where loss or damage to goods is involved, any offer of compensation or other remedy will take into account our terms and conditions, the nature of the items, and the circumstances of the move.
Timescales for Handling Complaints
We aim to handle all complaints in a timely manner. The time needed will depend on the complexity and seriousness of the issues raised, the availability of relevant staff, and the amount of information to be reviewed.
We will keep you informed if, for any reason, our investigation is likely to take longer than originally indicated. Our priority is to provide a fair and considered response rather than a rushed conclusion.
Escalating Your Complaint
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 asking for an escalation, please explain why you disagree with the initial decision and highlight any information you feel has not been properly considered.
The senior review will focus on whether the complaint was properly investigated, whether our findings were reasonable and supported by the evidence, and whether our proposed resolution was fair in the circumstances.
Our Commitment to Fairness and Respect
We treat every complaint seriously and handle all customers with respect, courtesy and impartiality. We do not tolerate abusive, offensive or threatening behaviour towards our staff. In such cases, we may limit the ways in which we communicate with you, while still seeking to resolve any legitimate concerns about our removals and man and van services.
We will use the information gained from complaints to identify patterns, improve our systems and training, and help prevent similar issues from arising in the future across our service area.
Confidentiality and Data Protection
All complaints are handled in line with our obligations under data protection legislation. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and complying with any legal or regulatory duties.
We keep complaint records securely and only share information with those who need it to deal with the matter. We may anonymise complaint data when reviewing trends and performance.
Changes to This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals industry. The version published on our website at the time you make your complaint will apply to your case.
By making use of our removals and man and van services, you agree that complaints will be handled in accordance with this procedure, alongside our standard terms and conditions.
