Complaints Procedure for Man and Van Belgravia

Man and Van Belgravia is committed to providing a reliable and professional removal service. We aim to handle your move with care and efficiency, but we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Our Commitment to You

We take every complaint seriously and view feedback as an opportunity to improve our moving services. Whether your move involves a single item, a flat, a house, or business premises, we want you to feel confident that any concerns will be handled promptly, fairly and transparently.

Our objectives when dealing with complaints are to:

Respond in a timely and professional manner.
Investigate matters thoroughly and impartially.
Provide clear explanations and, where appropriate, practical resolutions.
Use what we learn to improve our removals and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

Concerns about punctuality, staff conduct or communication.
Issues with how your belongings were handled, packed, loaded, or unloaded.
Disputes regarding charges, estimates, or payment terms once a move has been completed.
Concerns about the standard of service provided during your relocation.

We encourage you to raise any concerns as soon as possible so that we can investigate while details are still fresh and take swift action where needed.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier to investigate, as they give both you and us a clear record of what has been raised. When submitting a complaint, please include:

Your full name and, if applicable, the name under which the booking was made.
The date of your move and the collection and delivery addresses.
A clear description of what happened, including dates and approximate times where relevant.
Details of any conversations you have already had with our team about the issue.
Any supporting information that might help us understand the situation.

If you make a complaint verbally, our team will record the key details in writing to make sure your concerns are documented accurately and can be followed up effectively.

Time Limits for Raising a Complaint

To allow us to investigate effectively, we ask that you raise your complaint as soon as possible, and ideally within 14 days of the service being carried out. Complaints about loss or damage to items should, wherever possible, be raised within 7 days of delivery so we can review any relevant information about the move promptly.

Our Complaints Handling Stages

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage we will:

Confirm that we have received your complaint.
Give you an indication of the timescale for our investigation.
Let you know if we require any additional information from you.

Stage Two: Investigation

Your complaint will be passed to an appropriate member of our team for review. The investigation may include:

Reviewing your booking details, inventory and job notes.
Speaking with the driver and any team members involved in your move.
Reviewing any photographs, written records or other relevant information.

We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the issues raised. If we expect the process to take longer, we will keep you updated.

Stage Three: Response and Outcome

Once our investigation is complete, we will provide you with a written response that sets out:

A summary of the concerns you have raised.
What we have done to investigate the matter.
Our findings and any conclusions we have reached.
Any proposed resolution or steps we will take.

Where we find that our service has fallen below the standard you are entitled to expect, we will explain what we will do to put matters right as far as reasonably possible. This may include an apology, corrective action, practical solutions or, where appropriate, other remedies in line with our terms and conditions.

If You Remain Dissatisfied

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In doing so, please clearly explain which aspects of our reply you disagree with and why. A more senior member of our team will then reconsider the complaint, taking into account any additional information you provide.

After this review, we will write to you with our final position on the matter. At that stage, if you still feel your complaint has not been resolved, you may consider taking independent advice about any further options that may be available to you.

Complaints Involving Loss or Damage

Where your complaint involves alleged loss of, or damage to, your belongings during a move, we may need specific information such as:

A description of the item or items concerned.
The nature and extent of the damage or loss.
Photographs of any damage, where available.
Evidence of value, where applicable.

We will handle such matters in line with our terms and conditions and any relevant cover or protection arranged at the time of booking. It is important that you retain any damaged items and packaging until the complaint is fully resolved.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared within our company with those who need it to investigate and respond. Any personal data provided to us during the complaints process will be processed in accordance with applicable data protection laws and our privacy practices.

Using Feedback to Improve Our Service

We regularly review complaints data and feedback to identify patterns and areas for improvement in our removals and man and van services. This can include improving staff training, reviewing our procedures for packing and handling, refining communication with customers, and updating our internal policies.

By following this complaints procedure, we aim to resolve your concerns as quickly and fairly as possible and to continue building a trustworthy, dependable removal service for all our customers.