Complaints Procedure

Complaints Procedure for Man with Van Notting Hill

Man with Van Notting Hill is committed to delivering a reliable, professional and considerate removal service. We recognise that, on occasion, customers may feel unhappy with an aspect of our service and wish to raise a concern. This complaints procedure explains how to do that, what you can expect from us, and the steps we will take to put things right where possible.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our home and office moving services. Every complaint will be treated with respect, handled confidentially, and investigated fairly. We aim to resolve most issues quickly and informally, but we also have a structured process for more serious or complex matters.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This can include concerns about booking arrangements, punctuality, conduct of drivers or porters, handling of possessions, quality of packing or loading, final charges, or any other aspect of the service you have received from Man with Van Notting Hill.

Step 1: Raise the Issue Informally

If you are unhappy during your move or shortly afterwards, we encourage you to raise the issue informally as soon as possible. In many cases, problems can be resolved quickly by discussing them with the driver or team leader on site, or by contacting our office where applicable. Please provide as much detail as you can so we can respond promptly, including the date of the service, the collection and delivery addresses, and a clear description of the issue.

Where the concern relates to conduct or handling of goods on the day, it is especially helpful if you notify us as soon as you notice a problem. This gives us the best possible chance to address the matter while the move is still in progress or shortly afterwards.

Step 2: Submitting a Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the matter is more serious, you can submit a formal complaint. When doing so, please set out your concerns clearly and include the following information:

• Your full name and the address where the service was provided
• The date and approximate time of your move
• A description of the vehicle or team, if known
• A detailed explanation of what went wrong and when
• Details of any conversations already held about the issue
• Any supporting information you may have, such as photographs of alleged damage or copies of invoices

This information helps us understand what has happened, identify the staff involved and review our records relating to your booking.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time. In this acknowledgement, we will confirm that we have received your complaint and advise you of the next steps in the investigation process. In some cases, we may ask for additional details or clarification if anything in your complaint is unclear.

Step 4: Investigation of Your Complaint

We will then investigate your complaint thoroughly and impartially. This may include:

• Reviewing your booking details, inventory, and any written agreements
• Speaking to the driver and any team members involved in your move
• Examining any photographs or evidence you have provided
• Checking internal logs, schedules, or job notes for the day in question

We may contact you during the investigation to ask further questions, request additional information, or clarify certain points. Our aim is to develop a clear understanding of what has happened so that we can reach a fair outcome.

Step 5: Our Response and Outcome

Once the investigation is complete, we will provide you with a written response setting out:

• A summary of your complaint and the issues investigated
• The findings of our investigation
• Any conclusions we have reached
• Details of any action we will take as a result

Where we find that something has gone wrong, we will explain what we believe has occurred and, where appropriate, offer a remedy. This may include an apology, corrective action, or another form of resolution that is reasonable in the circumstances. Our decision will take into account the terms and conditions under which the service was provided.

Timescales for Handling Complaints

We aim to resolve most complaints as quickly as possible. Simple issues may be settled within a few working days, while more complex matters that require detailed investigation may take longer. If we anticipate that the investigation will take additional time, we will inform you and provide an estimated timescale for our response.

Claims for Loss or Damage

If your complaint relates to loss of, or damage to, items during a move, we may request further details so we can assess the claim. This may include photographs of the damage, proof of purchase or value, and confirmation of the condition of items before the move. All such claims will be considered within the framework of our terms and conditions and any applicable limitations or exclusions stated at the time of booking.

Behaviour and Fair Use of the Procedure

We expect all parties to behave respectfully throughout the complaints process. Aggressive, abusive or threatening behaviour towards our staff will not be tolerated and may result in communication being limited to written channels. We are committed to managing complaints in good faith and ask that customers use this procedure honestly and constructively.

Using Complaints to Improve Our Service

Every complaint is recorded and reviewed to help us identify patterns, training needs, and areas for improvement in our removal and transport services. By telling us when things go wrong, you help us maintain higher standards and deliver a better service for all customers in future.

Your Privacy

All complaints are handled in line with our privacy practices. Information you provide during the complaints process will only be shared with staff who need it to investigate and resolve your complaint, or where we are legally required to disclose it.

Final Position

Once we have completed our investigation and communicated our decision to you, we will consider the matter closed unless you present new, relevant information that was not previously available. We aim at all times to act fairly, reasonably and transparently in resolving complaints about our man and van services.

This complaints procedure is designed to give you clear information about how to raise concerns and what to expect from us at each stage. We encourage you to contact us promptly if you are dissatisfied so that we can address the matter and work towards a suitable resolution.