Complaints Procedure

Knightsbridge Man and Van Complaints Procedure

Knightsbridge Man and Van is committed to delivering reliable and professional man and van and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure is designed to provide a clear and fair process for handling complaints related to our man and van and removal services. It applies to all customers who have used, or attempted to use, our services. Our aims are to:

Ensure complaints are handled promptly, consistently, and fairly.

Keep you informed throughout the process.

Learn from complaints and use them to improve our services and customer care.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct during a move, or the way your enquiry or booking has been handled, where a response or resolution is expected. Examples include:

Concerns about punctuality, handling of belongings, or conduct of our team.

Issues with the agreed service, such as the size of vehicle supplied or duration of work.

Concerns about the accuracy of charges or payments.

Dissatisfaction with how an earlier issue or query was addressed.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so we can investigate while details are still clear. You may submit a complaint in writing, or by speaking with a member of our team who will record it for you. When making a complaint, please provide:

Your full name and a preferred method for us to contact you.

The date of your move or booking and any reference or invoice number.

A clear description of what went wrong, including relevant times and locations.

Details of any specific outcome or resolution you are seeking.

If your complaint is made verbally during or immediately after a removal, we will try to resolve it on the spot where possible. If this is not achievable, we will record the details and follow the formal process below.

Stage One: Initial Acknowledgment

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgment, we will confirm:

That we have received your complaint.

The person responsible for handling it.

The approximate timescale for our investigation and response.

Where necessary, we may contact you to clarify details or request further information, such as photographs of any alleged damage or copies of relevant documents.

Stage Two: Investigation and First Response

Your complaint will be reviewed by a manager or senior member of staff who is not directly involved in the issue where possible. They will:

Examine the information you have provided.

Review our internal records, including booking details, job sheets, and any relevant driver or crew reports.

Speak to any staff members involved, where appropriate.

After completing the investigation, we will provide a written response. This will usually include:

A summary of your complaint and the issues we have considered.

The findings of our investigation.

Any offer of remedial action, goodwill gesture, or explanation where a service issue has been identified.

If we do not uphold your complaint, we will explain the reasons for our decision.

Stage Three: Review of the Decision

If you are not satisfied with our first response, you can request a further review. To do so, please clearly explain why you remain dissatisfied and what you think we have not addressed. A different senior member of our team will then:

Review the original complaint and our response.

Consider any additional information you have provided.

Decide whether the initial outcome should be upheld, varied, or changed.

Following this review, we will send you a final response, explaining our conclusions and any further steps we will take.

Timescales

We aim to handle all complaints as quickly as reasonably possible. Actual timescales may vary depending on the complexity of the matter and the availability of relevant information. If, at any point, we are unable to meet an indicated timescale, we will update you and explain the reason for the delay.

Evidence and Damage Claims

Where your complaint relates to loss or damage to property during a move, we may ask for supporting evidence. This can include photographs, proof of purchase, or repair estimates. Providing clear evidence helps us assess your complaint accurately and fairly.

Any potential compensation or contribution towards repair or replacement will be assessed in line with the terms and conditions that applied at the time of your booking. We may not be able to consider damage claims raised a long time after the move, as this makes it difficult to verify the circumstances.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them in a constructive and impartial manner. We do not discriminate against any customer who raises a concern in good faith, and your future access to our man and van or removal services will not be negatively affected because you made a complaint.

We also regularly review complaint patterns to identify any recurring issues in our service. Feedback, including complaints, is used to guide staff training, improve our operational procedures, and help ensure that future moves are handled as smoothly and professionally as possible.

Confidentiality and Data Protection

All complaints are handled in confidence. Information relating to your complaint will only be shared with those who need it to investigate and respond. We will handle any personal data you provide in line with our privacy and data protection practices.

Ending the Complaints Process

Once we have issued our final written response after any requested review, our internal complaints process will be considered complete. While we may not always be able to agree with the outcome you seek, we are committed to giving clear reasons for our decisions and to treating every complaint with respect and care.

By setting out this Complaints Procedure, Knightsbridge Man and Van aims to give all customers confidence that any concerns about our man and van and removal services will be listened to, investigated thoroughly, and used to help us continually improve.