Man with Van Belgravia Complaints Procedure

Man with Van Belgravia is committed to providing reliable and professional removal and man and van services for households and businesses. We aim to deliver a smooth moving experience and to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue and what you can expect from us at each stage.

Our Commitment to Customers

We recognise that moving can be stressful, and problems may occasionally arise before, during or after a move. When this happens, we will treat your complaint seriously, investigate it carefully and use the outcome to improve our service. We will always aim to:

Listen to your concerns with courtesy and respect, respond within reasonable timescales, conduct a fair and impartial review of what happened, and offer a clear explanation and, where appropriate, a suitable resolution.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial customers using our man and van or removal services. It covers issues such as service quality, handling of goods, punctuality, staff conduct, adherence to agreed quotations and terms, and communication before, during or after your move.

This procedure is intended for formal complaints. If you simply need clarification, wish to make a minor comment, or want to discuss a small issue that can be resolved quickly, we encourage you to contact us informally first so we can try to put it right without delay.

How to Make a Complaint

You can raise a complaint in writing so that there is a clear record of the issue and the details you provide. When submitting your complaint, please include:

Your full name, the date of your move or booking, a description of what went wrong, any relevant reference numbers or invoice details, and any supporting information, such as photographs of damage or copies of documents.

Providing as much detail as possible helps us investigate accurately and respond effectively. Please raise your complaint as soon as you become aware of the issue, and no later than a reasonable time after the service took place, so that we can review events while they are still recent.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and assign it to a member of our team for initial review. We will acknowledge that we have received your complaint and confirm that it is being looked into.

During this stage, we may contact you if we need clarification or further information. This might include confirming the property addresses involved in the move, the timings, the crew members present, or the specific items or aspects of service that are in dispute.

Stage 2: Investigation

We will then carry out a detailed investigation into your complaint. This may involve:

Reviewing booking records, job sheets, and any written agreements, speaking with the removal crew or team members involved, and examining photographs or other evidence you have provided.

We will approach this process impartially, giving fair consideration to your account and to any information provided by our staff. Our aim is to establish the facts of the matter and to understand whether our service met the standards we expect for our moving and transport work.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a written response setting out:

Our understanding of your complaint, the steps we have taken to investigate, our findings based on the evidence available, and any decision or resolution we are able to offer.

Where we find that our service has fallen below the expected standard, we will explain what went wrong and outline any remedial action we propose. Depending on the circumstances, this may include practical solutions, gestures of goodwill, or other appropriate steps. Where we do not uphold the complaint, we will still explain why, based on the information we have reviewed.

Timescales

We aim to handle complaints as promptly as possible. While exact timescales may vary depending on the complexity of the issue, we will work to investigate and respond without unnecessary delay. If, for any reason, an investigation takes longer than expected, we will keep you informed of progress and let you know when you can expect a full response.

Escalation of Your Complaint

If you are dissatisfied with the outcome of your complaint at the first stage, you may request that your complaint is reviewed again. In that case, we will arrange for a more senior member of our team, who has not previously been involved, to reconsider the matter.

During this review, we may revisit the evidence and any earlier decisions, and we may ask you for additional information if needed. We will then provide a final written response, outlining our conclusions and whether any further action will be taken.

Claims for Damage or Loss

If your complaint relates to damage to property or belongings, or to alleged loss of items during a move, we may require supporting evidence such as photographs, proof of value, or documentation describing the condition of goods before the move.

We handle such claims in line with the terms and conditions provided to you at the time of booking. It is your responsibility to ensure fragile or high-value items are declared and appropriately prepared for transport in line with those terms. We will review each case individually, taking into account the information you provide and the records kept by our team.

Using Your Feedback to Improve

We value all feedback, including complaints, as an important way to improve our man and van and removal services. When a complaint reveals that changes are needed, we may provide additional staff training, update internal procedures, review our packing or loading methods, or improve our communication and booking processes.

By raising a concern, you help us enhance the reliability and quality of the moving services we provide to future customers in our service area. We appreciate the opportunity to address and resolve any problems that occur.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve the matter. We will keep records of complaints and our responses in line with applicable data protection and record-keeping requirements.

Review of This Complaints Procedure

Man with Van Belgravia keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time as our services, legal obligations, or industry practices develop. The version published here is the procedure currently in effect for our customers.