Complaints Procedure

Complaints Procedure for Man with Van Knightsbridge

Man with Van Knightsbridge is committed to providing reliable removal and man and van services. We aim to carry out every move with care, professionalism and respect for your property and time. If something goes wrong, we want to know about it so we can put it right and improve our service. This page explains how to raise a complaint and how we will handle it from start to finish.

Purpose of this Complaints Procedure

This complaints procedure sets out a clear and fair process for customers who are dissatisfied with any aspect of our removal or man and van services. It explains:

How you can make a complaint
What information we need from you
How we will acknowledge and investigate your concerns
Expected timescales for our responses
What happens if you are not satisfied with the outcome

We treat all complaints seriously, whether they relate to booking, communication, punctuality, handling of belongings, conduct of staff, charges, or any other part of the service we provide.

Who Can Make a Complaint

Any customer who has booked or received a service from Man with Van Knightsbridge can raise a complaint. This includes domestic customers, tenants, homeowners, landlords, and business clients. We will only discuss case details with the person who made the booking or someone they have clearly authorised to act on their behalf.

How to Make a Complaint

You may raise a complaint in writing or verbally. Written complaints help us understand all the details clearly and create an accurate record, so we encourage you to send your concerns in writing whenever possible.

When submitting a complaint, please include the following information:

Your full name and the address where the service took place
The date of your move or booking
A clear description of what went wrong and when it happened
The names of any team members involved, if known
Details of any damage, loss or missed service
Any photographs or evidence you wish us to consider
How you would like us to resolve the issue, if you have a preferred outcome

The more detail you provide, the easier it is for us to carry out a fair and thorough investigation.

Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible after the event, while details are still fresh and any evidence is readily available. To help us investigate effectively, please aim to submit your complaint within 14 days of the service date. Complaints made later than this will still be considered, but our ability to gather information and evidence may be reduced.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time. In this acknowledgement, we will:

Confirm that we have received your complaint
Provide a reference or identifier for your case
Explain the next steps in the process
Give you an estimated timescale for our full response

If we need any further information or clarification, we may contact you before beginning a full investigation.

Investigation of Your Complaint

We will assign a suitable person to review your complaint. They may not have been involved in your original booking or move, to help ensure a fair and balanced assessment. As part of our investigation, we may:

Review your booking details, job notes and any messages
Speak with the removal team or driver involved
Examine any photographs, evidence or documents you have provided
Assess whether our usual procedures were followed
Consider whether any external factors affected the service

We aim to conduct investigations as quickly as possible while still being thorough and fair.

Our Response and Possible Outcomes

Once the investigation is complete, we will write to you with our findings. Our response will explain:

What we have understood your complaint to be
What we have found during our investigation
Whether we uphold your complaint in full, in part, or not at all
Any actions we will take as a result

Depending on the circumstances, possible outcomes may include:

An apology and explanation
Practical steps to correct an issue, where possible
A goodwill gesture, where appropriate
Changes to our procedures or staff training
Confirmation where we find that our service met our stated standards

We will always aim to provide clear reasons for the decision we reach.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may ask us to review your complaint again. When doing so, please explain which parts of our response you disagree with and why, and provide any additional information you would like us to consider.

A different member of the management team may review your complaint and our earlier decision. Following this review, we will confirm our final position in writing.

Fairness, Confidentiality and Data Protection

All complaints are handled with discretion and respect. We will only share details of your complaint with staff who need the information to investigate and resolve the matter. Any personal data you provide will be used solely for managing your complaint and will be processed in line with applicable data protection requirements.

Using Feedback to Improve Our Service

We see complaints as an important source of feedback. They help us identify where our removal and man and van services can be improved. We regularly review complaint patterns to refine our processes, enhance training and improve communication with customers. Our goal is to reduce the likelihood of similar issues arising in the future and to maintain a high level of service across all moves we carry out.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Updated versions may be issued from time to time. The most recent version will always apply to new complaints raised about our services.