Complaints Procedure
West Kensington Man and Van Complaints Procedure
This complaints procedure sets out how West Kensington Man and Van will manage and resolve concerns raised by customers about our removal, man and van or related services. We aim to provide a clear, fair and timely process so that any issue is handled professionally and helps us improve the service we offer.
1. Purpose and scope of this complaints procedure
This procedure explains how you can complain, how we will respond, and what you can expect from us. It applies to all customers who have used, or attempted to use, our services, including home and office moves, packing, loading and unloading, local and longer-distance removals, and related man and van services.
A complaint is any expression of dissatisfaction, whether justified or not, about the standard of our service, our conduct, or the way we have carried out a move or associated work. We encourage you to raise issues so that we can put matters right where possible and prevent similar problems from happening again.
2. Our commitment to handling complaints
We are committed to dealing with all complaints in a way that is:
Fair and impartial: Every complaint is considered on its merits. We will listen carefully and aim to understand the full circumstances before reaching a conclusion.
Prompt: We will acknowledge your complaint as soon as reasonably possible and aim to provide a full response within the timescales set out in this procedure.
Transparent: We will explain what we can do, what we cannot do, and why. Where a mistake has been made, we will acknowledge it and consider appropriate remedies.
Confidential: Information you provide will be handled sensitively and shared only with staff who need it to investigate and respond to your complaint.
3. How to make a complaint
You can make a complaint in writing or verbally. For clarity, we recommend that you set out your complaint in writing so that we have a clear record of your concerns and the dates involved. Please provide as much relevant information as possible, including:
Your full name and the address where the removal or man and van service took place.
The date of your move or booking and any reference details you may have.
A clear description of what happened, what went wrong, and when it occurred.
Details of any staff you dealt with, if known.
Any supporting information you wish to provide, such as photographs or inventories.
What outcome you are seeking, such as an explanation, apology, remedial work or financial consideration.
If you make a complaint verbally, we may ask you to confirm it in writing so that we can ensure our understanding is accurate.
4. Time limits for raising a complaint
You should raise any complaint as soon as reasonably possible after the issue arises. This allows us to investigate when information is still fresh and evidence is easier to obtain.
For damage to property or belongings, we ask that you inform us promptly after delivery or completion of the move. If you notice damage during the move, please tell the team on site as soon as you become aware of it so that it can be recorded.
5. What happens after we receive your complaint
Stage one: Acknowledgement
We will acknowledge your complaint as soon as we reasonably can. In our acknowledgement we may ask for further details if anything is unclear or incomplete. We will also confirm that we are investigating your complaint under this procedure.
Stage two: Investigation
Your complaint will be reviewed by an appropriate member of our team, who may:
Check booking records, job sheets and any relevant photographs or notes.
Speak to the staff involved in your move.
Consider any evidence you have provided and any relevant terms and conditions.
Stage three: Response
Once we have completed our investigation, we will send you a written response. This will normally include:
A summary of your complaint and our understanding of the issues.
Details of the steps we took to investigate.
Our findings and whether we uphold your complaint in full, in part or not at all.
Any remedy or action we propose, if applicable.
If we need more time to investigate due to the complexity of the matter or the availability of staff, we will let you know and provide an estimated timescale for our final response.
6. Possible outcomes and remedies
Where we find that something has gone wrong, we will consider appropriate remedies, which may include:
Offering an apology and explanation.
Taking steps to put things right, where possible, such as arranging remedial work or a follow-up visit.
Reviewing our internal processes, staff training or service standards to reduce the risk of a similar issue reoccurring.
Where applicable and appropriate under our terms and conditions, we may also consider financial remedies. Any such consideration will take into account the specific circumstances of your move, any relevant limitations or exclusions and the evidence available.
7. If you remain dissatisfied
If you are not satisfied with our response, you may contact us again to explain why you feel the outcome is not fair or complete. We may review the matter a second time, either by the same person or another senior member of staff, depending on the nature of the complaint.
At this stage, we may ask for any additional evidence or clarification you wish to provide. Following this review, we will send you a further written response setting out our final position.
8. Recording and monitoring complaints
We keep a record of all complaints received, including details of the issue, how it was resolved and any improvement actions we have identified. This information helps us monitor patterns, improve our removal and man and van services and maintain standards for customers.
9. Changes to this complaints procedure
We may amend this complaints procedure from time to time to reflect changes in our operations, industry practice or legal requirements. The version in force at the time you raise your complaint will apply to the handling of that complaint.
10. Contacting us about a complaint
If you wish to raise a complaint about any aspect of our services, please contact us using the usual contact details shown on our website or booking documentation. Mark your correspondence clearly as a complaint so that it can be directed to the appropriate person for prompt attention.
