Complaints Procedure
Complaints Procedure for South Kensington Man and Van
South Kensington Man and Van is committed to providing a professional, reliable and fair removals and man and van service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage. Our aim is to resolve issues promptly, transparently and in a way that treats all parties with respect.
1. Purpose of this Complaints Procedure
This procedure is designed to give customers a clear and straightforward way to raise concerns about any aspect of our moving, packing, transport or storage-related services. It covers complaints about the quality of service, staff conduct, delays, loss or damage to goods, invoicing issues and any other matter connected to our removals and man and van operations.
We review all complaints carefully and use the outcome to improve our services and internal processes.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:
Service not delivered as agreed, including moving dates, timings or scope of work.
Concerns about the handling, loading, unloading or transportation of your belongings.
Alleged loss, damage or missing items during a move.
Behaviour or attitude of any member of our staff or contractors.
Disputes regarding quotations, charges or changes to agreed pricing.
Communication issues, such as not being kept updated about the progress of your move.
3. How to Make a Complaint
You can raise a complaint using any written method you prefer, such as a letter or a message via the same channel you used to make your booking. Please clearly state that you wish to make a complaint so that we can prioritise and record it correctly.
To help us investigate efficiently, please include the following information where possible:
Your full name and the address where the service was provided.
The date and approximate time of the service.
A description of what went wrong and how it affected you.
Details of any conversations you have already had with our team about the issue.
Any supporting information, such as photographs of damage, inventory lists or copies of quotes and invoices.
Clear details of the outcome you are seeking, for example an explanation, an apology, a correction to an invoice or consideration of compensation.
4. Informal Resolution
We encourage customers to raise issues as soon as they arise so they can be dealt with informally where appropriate. In many cases, concerns can be resolved quickly by speaking with the team involved with your move or with our office staff.
If an informal discussion does not resolve the matter to your satisfaction, or if you prefer a more formal process, you may proceed to make a formal complaint as set out in this procedure.
5. Formal Complaint Stages
Stage 1: Acknowledgement and Initial Review
Once we receive your complaint in writing, we will log it in our internal complaints register. We aim to acknowledge your complaint within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.
Stage 2: Investigation
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter wherever possible. The investigation may include:
Reviewing your booking details, contract and inventory records.
Speaking with the removal team or staff members involved.
Assessing photographs, delivery notes, condition reports or other evidence.
Considering relevant internal policies and procedures.
We aim to complete the investigation and provide a written response within 20 working days of acknowledging your complaint. If additional time is needed, we will let you know and provide an updated timescale.
Stage 3: Response and Outcome
Following the investigation, we will send you a written response that:
Summarises the complaint and the steps taken to investigate it.
Sets out our findings and whether the complaint is upheld in full, in part or not upheld.
Explains any actions we propose to take, which may include an apology, service improvements, corrections to invoices or consideration of compensation in line with our terms and conditions.
Provides information on what you can do if you remain dissatisfied.
6. Escalation if You Are Not Satisfied
If you are not satisfied with the outcome at Stage 3, you may request a review. Your request for review should be made in writing within 14 days of receiving our response and should clearly set out why you remain dissatisfied.
A different manager or senior representative will re-examine the complaint, the investigation and the decision made. We will then issue a final written response, normally within 20 working days of your escalation request. This is the final stage of our internal complaints process.
7. Time Limits for Raising Complaints
We ask that you raise complaints as soon as reasonably possible so that we can investigate effectively. In the case of any alleged loss or damage to items, you should notify us in writing as soon as you become aware of the issue and provide supporting evidence where available.
Complaints raised a long time after the event may be more difficult to investigate, particularly for time-sensitive moving and removal work, but we will still review any concerns in good faith.
8. Our Commitment to Fairness and Confidentiality
All complaints are handled confidentially and with respect for everyone involved. Information will only be shared internally with those who need it to investigate and resolve the issue. We do not treat customers less favourably for making a complaint, and we use all feedback to improve our removals and man and van services.
9. Continuous Improvement
We regularly review complaints trends to identify any recurring issues in our house moves, flat moves, office removals and general man and van work. This helps us improve staff training, vehicle loading procedures, packing standards and communication before, during and after each move.
By following this Complaints Procedure, South Kensington Man and Van aims to deliver a fair, consistent and professional approach to resolving any concerns that may arise during your move.
