Man with Van Belgravia Complaints Procedure

Man with Van Belgravia is committed to providing a reliable, professional and courteous removal 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 and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and consistent process for customers who are dissatisfied with any aspect of our man and van or removal services. It applies to all customers who have used our services, including home removals, flat moves, office moves, or single-item transport. Our aim is to resolve complaints promptly, courteously and, wherever possible, informally at an early stage.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This can include, but is not limited to:

Concerns about the quality of the removal service, punctuality, conduct of staff, or how your belongings were handled. Issues relating to booking, scheduling, availability, or communication before, during or after your move. Questions or dissatisfaction about pricing, clarity of quotations, or how additional charges were explained. Disputes about damage, loss, or delays that you believe were caused by our actions or omissions. Any other aspect of our service that you feel did not meet the standards you reasonably expected.

How to Make a Complaint

We encourage you to raise any concern as soon as possible, ideally within a short time of the service being provided. In the first instance, you may raise your concern informally with the driver or team leader on the day of your move, so that they have an opportunity to address the issue immediately if possible.

If your concern is not resolved informally, or if you prefer to raise it formally, you should submit a complaint in writing. In your complaint, please provide the following information so that we can investigate effectively:

Your full name and details of the booking, including the date of the move and collection and delivery addresses. A clear description of what went wrong or why you are dissatisfied. The names or descriptions of any staff involved, if known. Any photographs, inventory notes or other relevant information that may help us understand the issue. Details of what outcome or resolution you are seeking, if you have something specific in mind.

Time Limits for Raising Complaints

To help us investigate fairly and accurately, we ask that you raise any complaint about our man and van or removal services as soon as reasonably possible. Complaints relating to damage or loss of items should be raised promptly after you become aware of the issue. While we will always consider complaints raised later, the passage of time may affect what we can reasonably verify.

How We Will Handle Your Complaint

Upon receiving your written complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the investigation process.

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the matter wherever practical. We may contact you to request further information, clarification or supporting evidence. We may also speak to the staff involved, review booking records, photographs, inventories and any relevant documents.

We aim to provide a full written response to your complaint within a reasonable period of time, taking into account the complexity of the issues raised. If, for any reason, we expect the investigation to take longer, we will inform you and explain the reasons for the delay.

Possible Outcomes and Resolutions

After investigating your complaint, we will explain our findings and, where appropriate, outline any steps we will take to resolve the matter. Depending on the nature of the complaint, possible outcomes may include:

An explanation or clarification of what happened and why. An apology where we identify that our service fell short of our standards. Practical steps to remedy the situation where this is possible. Recommendations for improving our processes, staff training or communication to prevent similar issues from arising in the future. In cases involving damage or loss, we will review the matter in line with our terms and conditions and any applicable limitation of liability.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that your complaint be reviewed again. In such cases, a senior member of our team will re-examine the matter, taking into account the original investigation, your comments, and any additional information you provide. We will then inform you of our final position on the complaint.

Our goal is always to reach a fair and reasonable resolution directly with our customers. We encourage open and constructive communication at every stage of the process to achieve this.

Our Commitment to Continuous Improvement

Man with Van Belgravia uses all feedback, including complaints, as an opportunity to learn and improve our removal and man and van services. We regularly review complaints to identify patterns, areas for improvement, and training needs for our staff. By doing so, we aim to enhance the reliability, safety and professionalism of every move we carry out, whether for a small local job or a larger household or office relocation.

Confidentiality and Data Protection

All complaints are handled sensitively and in line with our obligations under data protection legislation. Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving the issue and for monitoring and improving our services. It will be stored securely and retained only for as long as necessary for these purposes and to meet any legal or regulatory requirements.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Any changes will be incorporated into this page so that customers have up-to-date information on how to raise concerns about our man and van and removal services.