Complaints Procedure for South Kensington Man and Van

South Kensington Man and Van is committed to providing a reliable, careful and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This page explains how you can raise a complaint, how we will respond, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We take all complaints seriously and treat them as an opportunity to review and improve our work. Our aims when dealing with any complaint are to:

Listen carefully and understand your concerns in full.

Respond promptly, clearly and courteously.

Investigate the issues in a fair and impartial way.

Offer an appropriate explanation, apology or resolution where due.

Use the outcome to enhance the quality, safety and reliability of our removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, punctuality, handling of items, or conduct during a move. This can cover:

Concerns about the way your belongings were handled or protected.

Delays, missed appointments or changes to agreed schedules.

Issues relating to invoices, quotes or payment terms.

Behaviour or attitude of our drivers, porters or office staff.

Any other aspect of our work that you feel did not meet the standard reasonably expected from a professional removal company.

How to Make a Complaint

You can make a complaint in writing or by speaking with us. Written complaints are encouraged wherever possible, as they help us to fully understand and record the issue. When submitting a complaint, please provide:

Your full name and the address where the service was carried out.

The date of your move or booking.

A clear description of what went wrong and when it happened.

Names or descriptions of staff involved, if known.

Any supporting information such as photographs, inventories, or copies of quotations and invoices.

If your complaint involves loss or damage to items, please describe the items in detail and explain the nature and extent of the damage as clearly as possible.

Time Limits for Making a Complaint

To allow us to investigate properly, we ask that complaints are made as soon as reasonably possible after the event. For issues related to damage or loss, we request that you raise your concerns promptly after the move is completed. While we will always try to assist, delays in bringing an issue to our attention may affect our ability to investigate or resolve it fully.

How We Will Respond

Once we receive your complaint, we will follow a structured process:

Acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will clarify any details we need from you to investigate properly.

Initial review. We will check the records relating to your booking, including any quotes, job sheets, photographs, and staff reports.

Investigation. We may speak to the team members who carried out your move, review internal procedures, and examine any evidence or supporting information you provide.

Outcome. Once the investigation is complete, we will contact you to explain our findings and any steps we propose to resolve the matter.

Timescales for Dealing With Complaints

We aim to resolve most complaints as quickly as possible. Straightforward complaints may be resolved immediately or within a few working days. More complex matters, such as those involving several staff members, multiple locations or possible insurance claims, may take longer. If we need more time to investigate, we will inform you and keep you updated on our progress.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of our usual standards.

Corrective action, such as reviewing or retraining staff, updating procedures, or improving equipment and packing materials.

Adjustment of charges, where appropriate and at our discretion.

Information about any applicable insurance or claims procedures where items have been lost or damaged and where cover applies in line with our terms and conditions.

Complaints Relating to Loss or Damage

If your complaint concerns loss or damage to property during a move, our approach will take into account the terms and conditions in place at the time of your booking. We may need:

Photographs of the damage.

Proof of ownership or value for certain items.

Details of any pre-existing wear, damage or special characteristics.

In some situations, an independent assessment of the damage may be required. Any settlement or remedy will be considered in line with our contractual obligations and any applicable insurance arrangements.

Escalating a Complaint

If you feel that your complaint has not been resolved after our initial response, you may request that the matter is reviewed again. In doing so, please explain why you are dissatisfied with the outcome and identify any points you believe have not been properly addressed. We will then carry out a further review and let you know our final position.

Our Approach to Fairness and Respect

We are committed to dealing with all complaints fairly, professionally and with respect. We expect the same courtesy from anyone raising a complaint. We may decide to limit or end communication where behaviour becomes abusive, threatening or unreasonable, while still considering the issues raised as far as possible.

Using Feedback to Improve Our Service

Every complaint and piece of feedback helps us refine our removal services, from local man and van moves to larger property relocations. We review complaints regularly to identify patterns, adjust training and improve our planning, packing and handling methods. By following this complaints procedure, we aim not only to resolve individual issues but also to provide a consistently better service to all customers in future.