Man and Van Knightsbridge Complaints Procedure

Man and Van Knightsbridge is committed to providing a reliable, professional removal and man and van service. We aim to handle all moves with care, efficiency and respect. If you feel that we have not met these standards, this Complaints Procedure explains how you can raise a concern and how we will respond.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and accessible way to tell us when something has gone wrong. It explains how to make a complaint, what information we need from you, how we will investigate your concerns, and the steps we will take to resolve the matter. We treat all complaints seriously and use the feedback to improve our removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:

Concerns about the standard of packing, loading, unloading or handling of your belongings.

Issues with punctuality, such as late arrival or delays that were not communicated.

Disputes about charges, quoted prices, additional costs or payment arrangements.

Concerns about the conduct, attitude or behaviour of our staff or contractors.

Problems with communication before, during or after your move.

Any other matter where you feel our service has not met your reasonable expectations.

How to Make a Complaint

You should raise your complaint as soon as possible so that we can investigate and respond while details are still fresh. Complaints should be made in writing wherever possible, so that there is a clear record of the issues you wish to raise.

When you contact us, please include the following information:

Your full name and the address where the removal or man and van service took place.

The date of your move and any reference or booking number you were given.

A clear description of what went wrong, including times and locations where relevant.

Details of any damage, loss or delay you wish to report.

Copies of any supporting evidence you may have, such as photos, inventory notes, or written messages.

What outcome or resolution you are seeking, for example an explanation, apology, repair, or financial settlement.

Timescales for Making a Complaint

We recommend that you make your complaint within 7 days of the service being completed. Complaints made later than this may be more difficult to investigate fully, especially where details rely on memory. However, we will still consider complaints made outside this timeframe where it is reasonable to do so.

How We Will Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it in writing. The acknowledgement will confirm that we have received your concerns and outline the next steps in the process. It will also give you an indication of how long our initial investigation is likely to take.

How We Investigate Complaints

We aim to investigate all complaints thoroughly, fairly and without unnecessary delay. The person handling your complaint will usually:

Review your written complaint and any supporting documents you have provided.

Check the details of your booking, including the services agreed, timings and charges.

Speak to the staff or contractors involved in your move and obtain their account.

Inspect any records, job sheets or notes made on the day of your move.

Consider any relevant company policies or terms and conditions that apply to your case.

We may contact you during the investigation if we need more information or clarification.

Our Response and Possible Outcomes

After our investigation is complete, we will send you a written response setting out:

A summary of the complaint you made.

The findings from our investigation.

Whether your complaint is upheld in full, in part, or not upheld.

Any steps we will take to put things right, where appropriate.

Any changes we plan to make to our practices to prevent similar issues in future.

Possible outcomes may include an explanation, an apology, corrective action, a gesture of goodwill or financial adjustment, depending on the circumstances and in line with our terms and conditions.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed. In your request for review, please explain which parts of our decision you disagree with and why. Where possible, a different person will review the complaint, the investigation and the outcome to ensure a fresh and impartial assessment.

After this review, we will provide a final written response. This will set out whether the original decision is being maintained or changed and will explain the reasons for that decision.

Claims for Loss or Damage

Where your complaint involves alleged loss of or damage to your belongings, you should notify us as soon as possible with full details. Providing dated photographs and any relevant purchase or repair information can help us assess your claim. Any settlement will be considered in line with our terms and conditions and any applicable limitations of liability that formed part of your removal agreement.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your complaint. We will store and process any personal data you provide in accordance with data protection requirements and our privacy practices.

Using Complaints to Improve Our Service

We recognise that complaints are an important source of feedback. We regularly review complaint patterns and outcomes to identify areas where we can improve our man and van and removal services. This may include further staff training, changes to procedures or clearer communication with customers before and during their move.

Updates to This Complaints Procedure

Man and Van Knightsbridge may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version published on our website will always be the most current and will apply to any new complaints raised.