Complaints Procedure for Man with Van Notting Hill Customers

Man with Van Notting Hill is committed to providing a reliable and professional removal service for all customers. We aim to resolve any concerns fairly, quickly and transparently. This complaints procedure explains how you can raise an issue with us, what information we need from you, and how we will respond and work to put things right.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give customers a clear and straightforward way to tell us when something has gone wrong with our service. It covers all aspects of our removals and man and van work, including bookings, communication, packing, loading, unloading, transport, punctuality, conduct of staff and payment matters. We treat every complaint seriously and use the information to improve our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our removal services or the way they have been delivered, whether you feel we have not met agreed standards, have made a mistake, or could have handled something better. You do not need to use formal wording or refer to this document for your concern to be treated as a complaint. If an issue matters to you, it matters to us.

Raising an Informal Concern First

In many cases, issues can be resolved quickly by speaking directly to the driver or team leader on the day of your move. If it is safe and reasonable to do so, we encourage you to mention any concerns as soon as they arise. Examples include worries about how items are being handled, access issues, timing on the day, or any misunderstanding about the work agreed.

Our staff are trained to listen carefully, explain what they are doing, and, where possible, adjust their approach during the move to resolve your concern straight away. If the issue is resolved to your satisfaction at this stage, no further action is required, although we may still record the details internally to help improve our processes.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or if you prefer a more formal approach, you can make a complaint after your move has taken place. Please contact us in writing so that we have a clear record of the issue. You can send your complaint using your preferred written method, such as a letter or message through a platform where you originally booked the service, provided that platform allows written communication.

When making a complaint, please include the following information where possible:

Date of the move or booking, the pick up and drop off locations, a description of the service booked, a clear description of what went wrong and when it happened, details of any conversations you had with our team on the day, any supporting information such as photographs, inventory lists or booking confirmations, and the outcome you would consider fair and reasonable.

Providing clear and complete details from the outset helps us investigate fully and respond more quickly.

Our Acknowledgement and Response Times

We aim to acknowledge all written complaints within five working days of receiving them. The acknowledgement will confirm that we have received your complaint and that an investigation has begun. We aim to issue a full written response within twenty working days of the acknowledgement.

If the matter is complex or requires further investigation, we may need more time. In that situation, we will inform you of the delay, explain the reasons, and provide an updated timescale for our response. Throughout the process, we will try to keep communication clear and straightforward.

How We Investigate Complaints

When we investigate a complaint, we review the booking details, any written communication with you, and any notes or reports from the driver and removals team. Where relevant, we will speak to the staff involved to understand what happened and check that company procedures were followed.

If the complaint concerns handling of belongings, damage, missing items or delays, we will examine any photographs or evidence you provide and may request additional information. Our aim is to establish an accurate and fair account of events before reaching any conclusions.

Outcomes and Remedies

Once the investigation is complete, we will provide a written response that sets out our findings, any conclusions reached, and the reasons for our decision. Where we identify that our service has fallen below our expected standards, we will offer appropriate remedies. Depending on the circumstances, this may include an apology, an explanation of what went wrong, steps to correct ongoing issues, or, where appropriate and reasonable, a financial or service based gesture.

We also review complaints to identify patterns and make improvements, such as additional staff training, changes to procedures, or clarifying information given to customers before they book a move.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may reply to our written response and explain why you disagree with our findings. Where possible, please provide any new or additional information that you feel has not been considered.

We will review your comments and, if necessary, conduct a further internal review. Once this has been completed, we will confirm our final position in writing. This will usually mark the end of our internal complaints process.

Complaints from Third Parties

We normally accept complaints directly from the customer who booked the removal service. Where a complaint is made by a third party, such as a family member, landlord or building manager, we may need consent from the original customer before sharing any specific details. However, we will always take safety and property concerns seriously and act where necessary to protect people or premises.

Confidentiality and Data Protection

All complaints are handled confidentially and in line with our obligations to protect personal information. Details of your complaint will only be shared with staff members who need the information to investigate and respond. We store complaint records securely and retain them only for as long as is reasonably necessary for business and legal purposes.

Continuous Improvement

We view complaints as an important source of feedback about our removal services. Even when an issue is minor, it helps us understand what matters to customers and where our processes or communication could be clearer. We regularly review complaints trends to help us maintain high standards of service, safety and professionalism for every move.

Accessibility of this Procedure

This complaints procedure is available to all customers before and after booking. If you need it provided in a different format or explained in more detail, you can contact us using your preferred written method, and we will do our best to assist. Our goal is to ensure that every customer has a fair and accessible way to raise concerns about our man and van and removal services.