Man with Van Knightsbridge Complaints Procedure

Man with Van Knightsbridge is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our moving or transport services is handled fairly, promptly and consistently. We welcome feedback and view complaints as an opportunity to review our performance, improve standards and maintain customer confidence.

This procedure applies to all customers who have used, or attempted to use, our services for removals, collections, deliveries or associated work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This can include but is not limited to:

Delays with collection or delivery times, concerns about the handling or condition of your items, issues with the behaviour or conduct of our staff or drivers, disagreements about charges or quoted prices, communication problems before, during or after a move, and any other matter where you believe we have not met the standards you reasonably expected.

How to Make a Complaint

You can raise a complaint verbally or in writing. To help us deal with your concern effectively, please provide as much detail as possible, including your full name, the date of the service, the address where the work took place, a clear description of what went wrong, and what outcome you are seeking. Supporting information such as photographs, inventory lists or receipts can be very helpful.

If the issue arises on the day of your move, please raise it with the team on site in the first instance so that they have the opportunity to resolve it straight away where possible. If it cannot be resolved at that time, or you prefer not to discuss it directly with the team, you can submit a complaint to our office for formal review.

Timescales for Raising a Complaint

We recommend that complaints are raised as soon as possible while the details are still clear. If your complaint relates to loss, damage or delays, please notify us as soon as you become aware of the issue. Prompt notification allows us to investigate while information is still readily available.

Our Complaint Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will record it and carry out an initial review. We will acknowledge your complaint within a reasonable time and confirm that it is being investigated. In most straightforward cases, we aim to provide a full response within ten working days.

During this stage we may contact you to clarify details, request additional information or discuss potential ways to resolve the matter quickly. Where an immediate solution is possible, we will explain this to you and confirm any agreed actions in writing.

Stage 2: Detailed Investigation

If your complaint is more complex, or cannot be resolved at Stage 1, it will move to a more detailed investigation. This may involve reviewing booking records, job sheets, route and timing information, staff statements, photographs and any other relevant documentation.

We will keep you informed of progress if the investigation is likely to take longer than our usual response time. At the conclusion of Stage 2, you will receive a written outcome setting out our findings, any remedies being offered, and the reasons for our decision.

Stage 3: Escalation and Final Review

If you remain dissatisfied after our Stage 2 response, you may request that your complaint is escalated for a final internal review. You should explain why you are unhappy with the previous decision and what you believe would be a fair outcome.

At this stage, your complaint will be reviewed by a senior member of our team who was not directly involved in the original handling of the matter. They will consider all available information and may contact you to discuss specific points. Following this review, you will receive a final written response. This will normally conclude our internal complaints process.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an explanation and, where appropriate, an apology, corrective action to complete or improve the service, review and improvement of internal procedures or staff training, and where justified, a financial remedy in line with our terms and conditions and any applicable insurance arrangements.

Any offer of compensation will depend on the circumstances of the case, the evidence available and the contractual terms that applied to the service you booked.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you provide accurate and complete information, keep any relevant documents and evidence safe, respond to our requests for further details within a reasonable time, and treat our staff with respect throughout the process. We will not tolerate abusive or threatening behaviour towards our team members.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff who need it to investigate and resolve the matter. We will handle your personal data in line with our data protection obligations and retain complaint records for an appropriate period for monitoring, training and audit purposes.

Continuous Improvement

We regularly review complaints data to identify patterns, recurring issues and opportunities to improve our removals and man and van services. Lessons learned from complaints may lead to changes in our procedures, staff guidance, scheduling, handling practices or customer communications so that we can offer a more reliable service in the future.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, industry standards or legal requirements. The current version will always apply to any new complaint raised about our services.