Complaints Procedure

Complaints Procedure for Man with Van Notting Hill

Man with Van Notting Hill is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues promptly and fairly.

Purpose of This Complaints Procedure

This procedure is designed to give all customers a clear route to express dissatisfaction with any aspect of our man and van or removal services. It applies to all services we provide, including local moves, longer-distance relocations, and related support such as packing or loading. Our aim is to resolve problems quickly, learn from feedback, and prevent similar issues from arising in the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication or outcomes, where you would like a response or resolution. This can include concerns about punctuality, handling of items, conduct of team members, unexpected charges, service quality, or how earlier concerns were addressed.

If you are unsure whether your issue counts as a complaint, you are welcome to raise it using this procedure. We will always treat your concerns seriously and with respect.

How to Raise a Complaint

You may raise a complaint using any written form of communication. Please provide as much detail as possible so that we can investigate thoroughly. When submitting your complaint, include the following information where available:

The date of your move or service, the collection and delivery locations, a description of what went wrong or fell below expectations, the names of any staff members involved if known, any booking or reference numbers provided to you, and the outcome you are seeking, such as an explanation, apology, corrective action or compensation where appropriate.

We encourage you to raise your complaint as soon as possible after the event, so that details are fresh and we can investigate effectively.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. The acknowledgement will confirm that we have received your concerns and have begun an initial review. In many cases, we may be able to resolve straightforward issues at this stage with a clear explanation, an apology where justified, and a practical solution.

If the issue is more complex, we will let you know that a fuller investigation is required and provide an estimated timescale for our detailed response.

Stage Two: Detailed Investigation

For complaints that require a more detailed investigation, a senior member of our team will review all relevant information. This may involve speaking to the staff who attended your move, reviewing schedules, photographs, inventory lists and any communication relating to your booking.

We will aim to complete our investigation and provide a full written response within a reasonable period. If we need more time due to complexity or availability of information, we will keep you updated on our progress and give you a revised timescale.

Our Response and Possible Outcomes

At the conclusion of our investigation, we will provide you with a clear response setting out our findings. This may include:

An explanation of what happened and why, an apology where we identify that our service fell below our standards, details of any corrective actions we will take internally, such as staff training or process changes, and information about any remedies we propose, which may include service corrections or financial consideration where appropriate and in line with our terms and conditions.

Our goal is that you feel listened to and understand the reasons for our conclusions, even if you do not agree with every aspect of the outcome.

Stage Three: Escalation of Your Complaint

If you are not satisfied with the outcome at Stage Two, you may request that your complaint be reviewed at a higher level within the company. Please clearly state why you remain dissatisfied and what you believe would be a fair resolution.

A different senior representative will review the entire case, including your original complaint, the investigation, the response provided, and any further information you supply at this stage. Following this review, we will issue a final response. Once our final position has been communicated, the internal complaints process will be considered complete.

Time Limits for Raising a Complaint

To allow us to investigate fairly and accurately, we ask that all complaints are raised within a reasonable time of the event or service date. For issues involving loss or damage to belongings, you should notify us as soon as practically possible after discovering the problem, and within the time frames stated in your contract or booking terms if they differ from this procedure.

Fair Treatment and Confidentiality

We are committed to treating all customers fairly, respectfully and without discrimination. Raising a complaint will not affect any ongoing service you receive from us, except where safety or legal obligations require otherwise. We also expect our staff to be treated with respect throughout the complaints process.

All complaints information is handled confidentially and used only for the purposes of investigating and resolving your concerns, and for improving our removal services and customer care.

Using Complaints to Improve Our Service

We view every complaint as an opportunity to improve the way we provide man and van and removal services. Where we identify patterns or recurring issues, we will review our procedures, staff training, and customer communication to reduce the likelihood of similar problems in the future.

By following this complaints procedure, we aim to provide a transparent, fair and efficient way to resolve concerns and continue building trust with everyone who chooses Man with Van Notting Hill for their move.