Complaints Procedure

West Kensington Man and Van Complaints Procedure

West Kensington Man and Van is committed to providing reliable, professional and courteous removal services. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, what information we need from you, and how we will handle your complaint from start to finish.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and transparent route to raise concerns about any aspect of our man and van or removal services. It sets out the standards you can expect from us and the steps we will take to investigate and resolve your complaint fairly and promptly.

This procedure applies to all customers who have used our services, including home moves, flat moves, office relocations and item transport jobs of any size.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered. This may include, but is not limited to:

Service quality issues, such as delays, cancellations without explanation, or failure to follow agreed arrangements. Conduct concerns relating to the behaviour, attitude or professionalism of our drivers, porters or office staff. Issues about handling of goods, including damage or loss of items during loading, transport or unloading. Problems with documentation, quotes, invoices or payment processes. Any other matter where you feel we have not met reasonable standards of service.

We encourage you to raise any concern as soon as possible so that we can address it while the details are still fresh and any evidence is more easily available.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us to keep a clear record of what has happened and what you would like us to do. When submitting your complaint, please include the following information where possible:

Your full name and the address where the removal or man and van service took place. The date of your move or booking, and the approximate start time. A clear description of what went wrong and how it has affected you. Details of any conversations you have already had with our team about the issue. Any supporting information that may help us investigate, such as photographs of damage, item lists, or copies of quotes and invoices. Your preferred outcome or what you would consider to be a fair resolution.

If you need assistance to set out your complaint in writing, we will make reasonable efforts to support you, for example by explaining what information is required and how we will use it.

Stages of the Complaints Process

We aim to deal with all complaints in a consistent and structured way. Our process normally follows these stages.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. Our acknowledgement will confirm that we have received your complaint, give you a reference or identifier for the case, and outline the next steps and anticipated time frame for our response.

Stage 2: Investigation

Your complaint will be assigned to a suitable member of our management team who was not directly involved in the original service wherever possible. They will review your account of events, examine any relevant documentation, and speak to staff who were present during the move or booking.

Where necessary, we may contact you to request further information or clarification. This helps us to build a complete picture and ensure that our findings are based on all available facts.

Stage 3: Response and Proposed Resolution

Once our investigation is complete, we will send you a written response setting out:

A summary of your complaint as we understand it. The steps we have taken to investigate the matter. Our findings, including whether we believe the complaint is upheld in full, upheld in part, or not upheld. Any offer of remedial action, which may include an apology, an explanation, service improvements, or where appropriate and justified, a financial gesture or contribution towards repair of damage.

Our aim is to provide a full written response within a reasonable period from the date of acknowledgment. If we anticipate any delay, we will inform you, explain the reason, and give you a revised timescale.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response or feel that your complaint has not been handled fairly, you may request a review. Your request for review should explain which aspects of our decision you disagree with and why.

A different member of our management team will then re-examine the complaint, the evidence gathered and the outcome. Following this review, we will send you a final response. Once a final response has been issued, we will normally consider the internal complaints process concluded.

Time Limits for Complaints

To allow us to investigate effectively, we ask that complaints concerning our man and van or removal services are raised as soon as reasonably possible and normally within a short period of the service taking place. Complaints about damage or loss should be raised promptly once the issue has been discovered so that we can verify the circumstances and condition of your goods.

How We Use Complaints to Improve

Every complaint is an opportunity for us to review and improve how we operate. We record and monitor complaints so that we can identify recurring issues, review staff training needs, and refine our procedures for packing, loading, handling and route planning. Our goal is to deliver a consistent and reliable service to every customer who trusts us with their move.

Confidentiality and Data Protection

All complaints are handled confidentially. The details will only be shared with those who need to know in order to investigate and resolve the matter. Any personal data provided in connection with a complaint will be processed in line with our legal obligations and will be kept only for as long as is necessary for complaint handling and record keeping.

Our Commitment to Fair Treatment

We will treat all complainants respectfully and will not tolerate any form of discrimination, victimisation or disadvantage as a result of raising a concern. We also expect customers to treat our staff with respect throughout the complaints process so that matters can be resolved constructively.

By setting out this Complaints Procedure, West Kensington Man and Van aims to give you confidence that your feedback is taken seriously and that any concerns about our removal and transport services will be addressed in a fair and timely way.