Complaints Procedure for Man and Van Notting Hill

Man and Van Notting Hill is committed to providing a professional, reliable and courteous removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage. Our aim is to resolve issues fairly and promptly, and to use feedback to improve our man and van and removal services.

Our Commitment to You

We treat all complaints seriously and view them as an opportunity to learn and improve. We will handle your complaint with respect, confidentiality and impartiality. We aim to resolve most issues informally and quickly, but where a more detailed review is required, we follow the formal stages set out in this procedure.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include concerns about:

The standard or quality of our man and van or removal work, including packing, loading, transit or unloading of your belongings.

The conduct, attitude or professionalism of our drivers, movers or support staff.

Adherence to agreed dates, times, or arrangements for collection and delivery.

The clarity, accuracy or fairness of our quotations, invoices or service descriptions.

How we have communicated with you before, during or after a move.

If you are unsure whether your issue counts as a complaint, you are welcome to raise it with us and we will guide you through the next steps.

How to Make a Complaint

You may raise a complaint verbally or in writing. While we will always try to help if you speak to us directly, we encourage you to set out your concerns in writing wherever possible. This helps us understand the details clearly and investigate thoroughly.

When making a complaint, please provide as much relevant information as you can, such as:

Your full name and, if applicable, the name under which the booking was made.

The date and location of the removal service or man and van booking.

A clear description of what went wrong and how it has affected you.

Details of any conversations you have already had with our team about the issue.

Any reference numbers, such as booking or job numbers, and any supporting information you wish to share.

Stage One: Informal Resolution

In the first instance, we encourage you to raise your concern as soon as possible, ideally on the day of the service or shortly afterwards. Wherever reasonable, we will try to resolve your concern informally and quickly. This might involve:

Clarifying what happened and explaining any misunderstanding.

Offering a practical solution where an immediate fix is possible.

Agreeing reasonable steps to address your concern.

If we can resolve your complaint at this stage to your satisfaction, we will confirm the agreed outcome with you. If you are not satisfied with the informal response, or if the issue is more complex or serious, you may ask for it to be considered under the formal complaints procedure.

Stage Two: Formal Complaint and Investigation

When a complaint is raised formally, it will be reviewed by a manager or senior member of the team who was not directly involved in the original issue, wherever practical. This helps ensure that the investigation is fair and impartial.

We will normally acknowledge your formal complaint within a reasonable timeframe, explaining that we have received it and that it is being reviewed. During the investigation we may:

Review your booking details, job notes and any related documentation.

Speak with the staff members involved in your removal or man and van service.

Consider any photographs, inventories or other evidence relevant to the complaint.

Ask you for further information or clarification if needed.

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

Our understanding of your complaint and the key points you have raised.

What we have found during our review.

Any steps we have already taken and any remedies or actions we propose.

Any further options available to you if you remain dissatisfied.

Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, possible outcomes may include one or more of the following:

An apology and explanation of what went wrong and why.

A practical remedy, such as revisiting the property where reasonable and possible.

A goodwill gesture that is proportionate to the issue.

Changes to our internal processes, training or quality checks to reduce the chance of a similar problem arising again.

Where a claim relates to loss or damage, we will consider it in line with our terms and conditions and any applicable limitations or exclusions that were provided to you at the time of booking.

Time Limits for Raising Complaints

We encourage you to raise complaints as soon as possible, ideally within a short period after the completion of the removal or man and van service. Prompt notification helps us investigate while the details are still fresh and while any evidence can be more easily reviewed.

Complaints raised after a significant delay may be more difficult to investigate fully, although we will still consider them and respond as fairly as possible based on the information available.

Our Expectations of All Parties

We are committed to handling complaints respectfully and constructively, and we ask that you engage with us in the same spirit. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff, whether in person, over the phone or in writing. In serious cases, we may restrict communication channels where necessary to protect our team, while still providing a fair response to your complaint.

Continuous Improvement

Feedback plays an important role in maintaining and improving the quality of our removal and man and van services. We routinely review complaints and outcomes to identify patterns, improve staff training and refine our procedures. By sharing your experience with us, you help us maintain higher standards for all customers.

This complaints procedure does not affect your statutory rights. It is designed to provide a clear and fair route to address concerns about the services provided by Man and Van Notting Hill and to seek a reasonable and timely resolution.