Complaints Procedure for Man with Van North Kensington

Man with Van North Kensington is committed to providing a reliable and professional moving service. We recognise that occasionally things may go wrong, and when they do, we want to put them right quickly and fairly. This complaints procedure explains how you can raise a concern about our removals and man and van services, how we will respond, and what you can expect from us throughout the process.

Our commitment to you

We aim to deliver a smooth and stress free moving experience for customers using our man and van and small removals services. If you are unhappy with any aspect of our work, we want to hear from you so we can understand what went wrong, resolve the issue promptly and improve our service for the future. We treat all complaints seriously, handle them with respect and confidentiality, and seek to reach a fair outcome for everyone involved.

What this procedure covers

This complaints procedure applies to all services provided by Man with Van North Kensington, including but not limited to home moves, flat moves, small office relocations, furniture transport, loading and unloading, and short distance moves in the surrounding area. It covers concerns about our service quality, our staff or subcontractors, punctuality and scheduling, handling of items, documentation and invoicing, and communication before, during or after a move.

Raising an informal concern

Where possible, we encourage you to raise any concern informally in the first instance. If an issue arises on the day of your move, please speak directly to the driver or team leader so that they have the opportunity to address the problem immediately. Many issues can be resolved quickly on site through clear communication and practical solutions.

If your concern arises before or after the moving day, you can contact our office and explain the issue in your own words. Please provide your full name, the moving date, the pick up and drop off locations, and a brief description of what has gone wrong. We will make every effort to resolve the matter informally and to your satisfaction.

Making a formal complaint

If you are not satisfied with the outcome of the informal process, or if you feel the matter is too serious to be dealt with informally, you can make a formal complaint. A formal complaint allows us to carry out a structured review of what has happened and to provide you with a clear, written response.

When making a formal complaint, please provide the following information so we can investigate effectively:

Your full name and any booking reference related to your move, the date and approximate time of the service, the collection and delivery addresses used for the move, a clear description of your concerns including relevant events in date order, details of any damage, delays, missing items or service failures, and any evidence you may have, such as photographs, written messages or inventory lists.

Submitting as much detail as possible at the start will help us reach a thorough and fair conclusion.

How we handle your complaint

Once we receive your formal complaint, we will log it in our internal records and begin our investigation. We aim to acknowledge receipt of your complaint within a reasonable timeframe and to let you know that it is being reviewed.

The person investigating your complaint will usually be a manager or senior member of staff who was not directly involved in the events you have described. They may need to contact you to clarify details, ask for further evidence or discuss specific parts of your complaint. They may also speak to staff who were present on the day of the move and review any relevant documents, such as booking confirmations, inventories, job sheets and photographs.

After the investigation is complete, we will provide you with a written response explaining our findings, any conclusions reached, and any actions we propose to take. Where appropriate, this may include an apology, an explanation, corrective action for future bookings, or a goodwill gesture in line with our policies and any applicable terms and conditions.

Timescales

We aim to resolve most complaints as quickly as possible, taking into account the complexity of the issues raised and the availability of the people involved. Some matters can be resolved within a few working days, while others, especially those involving alleged damage or loss, may require additional time to review.

If we anticipate that our investigation will take longer than usual, we will keep you informed of the progress and let you know when you can expect a further update or a final response.

Your responsibilities

To help us deal with your complaint fairly and efficiently, we ask that you provide your information accurately and honestly, respond to any requests for clarification or further details, and treat our staff with courtesy. We will not tolerate abusive or threatening behaviour towards any member of our team. We may decline to continue correspondence if it becomes unreasonable, repetitive or aggressive, but we will always aim to address the core issues raised in your complaint.

Claims for damage or loss

If your complaint relates to damage to property or belongings, or to alleged loss of items, please notify us as soon as possible after the move. The more promptly we are informed, the easier it is to investigate what has happened. Please provide photographs of any damage, details of the items affected and, where possible, any relevant receipts or proof of purchase.

All claims are considered in line with our agreed terms and conditions and any limitations of liability explained to you at the time of booking. We will carefully review the circumstances to determine whether the damage or loss is attributable to our activities and, if so, what remedy may be appropriate.

Learning from complaints

We regard complaints as an important source of feedback about our removals and man and van services in the local area. Every complaint is logged and reviewed so that we can identify patterns, address the root causes of recurring problems and provide additional training or guidance to our team if needed. Our goal is not only to resolve individual complaints but also to reduce the likelihood of similar issues arising in the future.

Accessibility of this procedure

This complaints procedure is available to all customers of Man with Van North Kensington. If you require this information in an alternative format or need help setting out your complaint, please let us know and we will do our best to assist you. We want all customers, including those planning local moves and small removals, to feel confident that their concerns will be heard and taken seriously.

By setting out this clear procedure, we aim to give you reassurance that any complaint about our services will be handled fairly, respectfully and efficiently, with the intention of restoring your confidence in our company and the moving services we provide.