Complaints Procedure

Complaints Procedure for Man with Van Knightsbridge

Man with Van Knightsbridge is committed to providing a reliable, professional and courteous moving service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and continually improve our removal and man and van services.

This complaints procedure sets out how you can raise a concern, what you can expect from us at each stage, and the timeframes within which we aim to respond. It applies to all customers using our moving, packing, loading, unloading and transport services.

Our Commitment to You

We take all complaints seriously. Our aims when you raise a concern are to:

Listen carefully to what has happened from your perspective.

Deal with your complaint promptly, fairly and consistently.

Keep you informed throughout the process.

Offer a clear response, including any remedial actions or explanation.

Use your feedback to review and improve the way we plan, manage and complete removals.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Knightsbridge, whether the service was completed or still in progress. This may include, but is not limited to:

Concerns about the conduct, attitude or behaviour of our drivers or porters.

Issues with punctuality, delayed arrivals or missed bookings.

Concerns about the care taken with your belongings, including damage or loss.

Disagreement about charges, quoted prices or invoicing.

Concerns about communication before, during or after your move.

If you are unsure whether your concern is covered, please raise it with us and we will advise you under the same procedure.

How to Make a Complaint

You should raise your complaint as soon as reasonably possible after the event, so that we can investigate while details are still clear.

You can make a complaint verbally to a member of our team at the time of your move, or after the service has been completed. You may also raise your complaint in writing. When you contact us, please provide the following information to assist us in dealing with your complaint efficiently:

Your full name and the address where the service took place.

The date and approximate time of the service.

A clear description of what went wrong and how you were affected.

Details of any member of staff you dealt with, if known.

Any supporting information that may help our investigation, such as booking references, photographs of damage or copies of written communication.

We will not refuse to consider a complaint because some details are missing, but providing as much information as possible will help us to resolve matters more promptly.

Stage One: Initial Resolution

In the first instance, we encourage you to raise your concern with the person you dealt with on the day of your move or with our bookings or operations team. Many issues can be resolved quickly at this stage through an explanation, an apology, a practical solution or a mutually agreed adjustment.

When you first raise your complaint, we will:

Acknowledge your concern and clarify the details with you if necessary.

Attempt to resolve the matter immediately or within a short period, where this is practical.

Explain any next steps if further investigation is required.

If you feel that your concern has not been satisfactorily resolved at this stage, you may ask for your complaint to be escalated to a formal investigation.

Stage Two: Formal Investigation

When a complaint is escalated, it will be reviewed by a senior member of the team who was not directly involved in the original issue, wherever possible.

During the formal investigation stage, we will:

Acknowledge your complaint in a reasonable timeframe.

Review booking details, job sheets and any relevant records.

Speak with any staff members involved in your move.

Consider any evidence you have provided, such as photographs or communications.

We aim to provide a written or clearly communicated response to your complaint within a set period from the date of escalation. If we require more time due to the complexity of the matter, we will inform you of this and let you know when you can expect a full response.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide a clear response setting out:

What we have understood your complaint to be about.

The steps we have taken to investigate.

Our findings, including any explanation of what went wrong and why.

Any actions we will take to put things right where appropriate.

Any changes we intend to make to prevent similar issues in future.

Depending on the circumstances, outcomes may include an apology, corrective work, practical assistance, a gesture of goodwill or confirmation that no further action is considered necessary. Each case is assessed on its individual facts and in line with our terms and conditions.

If You Remain Dissatisfied

If you are not satisfied with the outcome of the formal investigation, you may ask for your complaint to be reviewed again. You should explain why you remain unhappy and what outcome you are seeking. A further review will consider whether the procedure has been followed fairly and whether the conclusions reached are reasonable based on the information available.

Once this review has been completed, our decision will normally be final within our internal process.

Time Limits for Raising Complaints

To allow for a fair and thorough investigation, we ask that complaints are raised as soon as possible. In cases involving alleged loss or damage to items during a move, we request that you notify us promptly once you become aware of a problem. This helps us to identify what has happened, trace items where relevant and review loading or unloading details accurately.

Using Complaints to Improve Our Service

We value feedback from every customer who uses our man and van and removal services. All complaints are recorded and reviewed periodically so that we can identify patterns, highlight training needs and make practical improvements. This may include revising our booking procedures, improving communication before move day, or providing extra guidance to team members on the handling and protection of goods.

By following this complaints procedure, our goal is not only to resolve individual issues fairly, but also to maintain and strengthen trust in the services provided by Man with Van Knightsbridge.