Complaints Procedure

Man with Van Belgravia Complaints Procedure

Man with Van Belgravia is committed to providing a reliable, professional and respectful removals and man and van service. We aim to resolve any concerns quickly and fairly, and we use feedback to improve our services. This Complaints Procedure sets out how you can raise an issue with us, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and transparent process for expressing dissatisfaction with any aspect of our service. This includes, but is not limited to, booking arrangements, conduct of staff, handling of goods, timing of services, and post-move support. It applies to all services we provide, including local removals, man and van bookings, and related transport services.

We treat all complaints seriously and aim to resolve most issues informally at an early stage. Where this is not possible, the formal process below will apply.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you request a response or resolution. Examples include:

Concerns about the quality of the removals or man and van service you received. Issues with the behaviour, attitude or professionalism of our team members. Problems with timing, punctuality or agreed schedules. Concerns about how your possessions were handled, packed, loaded, transported or unloaded. Disputes about charges or services provided that differ from what was agreed. Any situation where you feel we have not met the standards we promised.

Raising a concern does not affect your statutory rights or any rights you may have under contract or consumer law.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps us to understand the issue clearly and keep an accurate record. When submitting a complaint, please provide:

Your full name. The date of your move or service. A clear description of what went wrong. Any relevant booking or reference details. What outcome you are seeking, if you have a preferred resolution.

If you are unable to provide all of this information, we will still investigate, but it may take longer to fully understand and resolve your complaint.

Stage One: Informal Resolution

Where possible, we encourage you to raise any concern as soon as it arises, ideally on the day of the move or within a short time afterwards. You can speak directly to the team overseeing your job or to the person who handled your booking.

Our aim at this stage is to resolve the issue quickly, often within one to three working days. Many issues can be addressed immediately, for example by clarifying agreed services, correcting minor errors or providing an immediate remedy where appropriate.

If you are not satisfied with the outcome at this informal stage, or if the issue is more serious, you can move to the formal complaint stage.

Stage Two: Formal Complaint

To begin the formal process, please make it clear that you wish your concern to be treated as a formal complaint. Once we receive your formal complaint, we will:

Record your complaint in our internal log. Acknowledge receipt of your complaint within five working days. Review all relevant information, including booking details, job notes and any communication that has taken place.

We may contact you to request further information, clarify the issues raised or obtain any supporting details. This helps us to carry out a thorough and fair investigation.

Investigation and Response Times

We aim to complete our formal investigation and provide a full written response within 20 working days of acknowledging your complaint. If, due to complexity or availability of information, we need more time, we will inform you of the reason for the delay and give you an updated timeframe.

Our written response will set out:

A summary of the issues you raised. The steps we have taken to investigate your complaint. Our findings and any conclusions reached. Any offer of remedy or action we propose to take.

Possible outcomes may include an apology, clarification, corrective action, a service adjustment, or in some cases financial compensation, depending on the nature and impact of the issue and the terms of your agreement with us.

Stage Three: Further Review

If you remain dissatisfied after receiving our formal response, you may request a further review. In this case, your complaint will be reviewed by a senior member of our team who was not directly involved in the original investigation.

At this stage, we will consider whether the procedure has been followed correctly, whether the outcome is fair in light of the evidence, and whether any further steps are appropriate. We will aim to provide a final written response within 15 working days of your request for further review.

Complaints About Loss or Damage

If your complaint relates to loss of, or damage to, your possessions during a move or transport service, please inform us as soon as possible. Photographs, inventory lists and any relevant documentation will help us to assess the situation quickly.

We will review the circumstances of the move, the condition and packing of the items, and the terms of our agreement with you. Any remedy will be considered in line with our terms and any applicable limitation or liability clauses that were agreed before the service took place.

Our Commitment to Fair Treatment

We handle all complaints confidentially and in a respectful manner. Your complaint will not affect the level of service you receive in the future. We do not tolerate any form of retaliation or negative treatment towards customers who raise concerns or complaints in good faith.

We regularly review complaints data to identify trends and opportunities to improve our removals and man and van services. This may include additional staff training, updates to procedures, or changes to our customer communication.

Data Protection and Record Keeping

We keep a record of your complaint and all related correspondence for a reasonable period of time. This helps us monitor service quality, comply with legal and regulatory obligations, and demonstrate how we have handled your concerns.

Any personal data collected during the complaints process will be processed and stored securely and used only for the purposes of handling your complaint and improving our services, in line with our data protection responsibilities.

Feedback and Suggestions

Not all feedback needs to be a complaint. If you have suggestions on how we can improve our removals and man and van services, or you would like to share positive experiences, you are welcome to contact us at any time. Constructive comments help us develop and maintain a high standard of service for all customers.

This Complaints Procedure is kept under regular review to ensure it remains clear, accessible and effective for anyone using our services.