Complaints Procedure

Man With a Van Notting Hill Complaints Procedure

Man With a Van Notting Hill is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from any mistakes and improve our service for future customers.

This complaints procedure explains how you can raise any concerns about our work, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this complaints procedure

This procedure applies to complaints about our man and van and removal services, including but not limited to:

Issues with bookings or scheduling, conduct or behaviour of our team, handling and transportation of items, delays, damages or losses related to a move, and the accuracy of information provided before, during or after a job.

This procedure does not cover matters relating to third party services arranged directly by you, or issues that fall outside our reasonable control, such as severe weather or road closures. However, if you are unsure whether your concern is covered, you are still encouraged to raise it with us so we can guide you.

Our complaints principles

We aim to handle every complaint in a way that is fair, clear and timely. Our key principles are:

Accessibility: The process should be straightforward and easy to use.

Respect: All complaints will be treated seriously and with courtesy.

Impartiality: We will listen to all sides of the issue and consider the evidence.

Confidentiality: Information will be handled sensitively and shared only when necessary to investigate the matter.

Improvement: Where we identify that we could have done better, we will take steps to improve our services and processes.

How to make a complaint

You can make a complaint verbally or in writing. While we will accept verbal complaints, we encourage you to submit your complaint in writing where possible, as this can help us understand the issue clearly and respond more thoroughly.

When raising a complaint, please provide the following details to help us investigate quickly and accurately:

Your full name and, if applicable, the name of the person who made the booking.

The date and approximate time of the move or service.

The address or general location where the service was carried out.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information that may help, such as photographs, inventory notes or written confirmations.

Initial resolution with the team on the day

If an issue arises during your move, please raise it with the team leader on site as soon as possible. Many problems can be resolved quickly when addressed straight away, such as concerns about packing, loading, access, or the placement of items in your new property.

The team leader will do their best to resolve the issue immediately where it is safe and practical to do so. If the matter cannot be resolved on site, it will be escalated through the formal complaints procedure.

Stage one: Formal complaint and acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and advise who will be responsible for reviewing it.

We may contact you to request further information if needed. Providing prompt and detailed responses will help us to investigate thoroughly and resolve your complaint more quickly.

Stage two: Investigation and response

A member of our management team will review your complaint. This may involve:

Speaking with the staff involved in your move.

Reviewing job notes, booking details and any relevant documentation.

Considering any photographs, videos or other evidence you may have provided.

We will aim to issue a written response within a reasonable period, explaining:

Our understanding of your complaint.

The steps we have taken to investigate the matter.

Our findings and, where appropriate, an apology or explanation.

Any proposed resolution, which may include corrective action, practical solutions, or, where justified, a gesture of goodwill.

Stage three: Further review

If you are not satisfied with our response at stage two, you may request a further review. In your request, please explain why you are unhappy with the outcome and outline any points you feel have not been fully addressed.

Where possible, your complaint will be reviewed by a different manager or senior team member who was not directly involved in the initial investigation. They will consider the original complaint, the first response and any additional information you provide, and will then issue a final response.

Time limits for complaints

To help us investigate effectively, we ask that complaints are raised as soon as possible after the event, ideally within a reasonable time from the date of your move. The longer the delay, the more difficult it may be for us to obtain accurate information and evidence.

Where a complaint relates to loss or damage of items, you should notify us promptly once you become aware of the issue, so that we can review the circumstances of the move and any relevant records.

Remedies and outcomes

The outcome of a complaint will depend on the nature and circumstances of the issue. Possible outcomes may include:

A sincere apology and explanation.

Practical steps to correct or complete work where feasible.

Changes to our processes or staff training to prevent a recurrence.

Where appropriate and justified, consideration of compensation in line with our terms and conditions and any applicable limitations.

Any remedies will be clearly explained in our written response.

Using complaints to improve our service

We view complaints as an important way to understand how our removal and man and van services are experienced by customers. We regularly review complaint outcomes and feedback to identify patterns and areas for improvement, such as communication, scheduling, handling of goods and staff conduct.

By doing so, we aim to provide a more dependable and efficient service to people moving home or business premises in our operating areas.

Your responsibilities as a customer

We ask that all customers treat our team with respect when raising concerns. We recognise that moving can be stressful, and emotions may run high, but abusive or threatening behaviour towards our staff will not be tolerated and may result in us limiting or withdrawing contact.

To help us handle your complaint effectively, please provide accurate information, respond to requests for clarification where possible, and keep any relevant documentation and evidence related to your move.

Changes to this complaints procedure

Man With a Van Notting Hill may update this complaints procedure from time to time to reflect changes in our services, internal processes or any relevant legal or regulatory requirements. The version in force at the time you submit your complaint will apply to the handling of your concern.

If you have any questions about this complaints procedure or how it applies to your situation, you are welcome to contact us for further information.