Complaints Procedure for Knightsbridge Man and Van
Knightsbridge Man and Van is committed to providing reliable and professional moving and man and van services. We aim to deliver a smooth experience for every customer, from small moves to full removals. If something goes wrong, we want to know about it so we can put it right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We treat all complaints seriously and use them as an opportunity to improve. We will always aim to:
Listen carefully to your concerns and understand what has happened from your perspective.
Deal with your complaint promptly, fairly and consistently.
Keep you informed throughout the process.
Where we have made a mistake, explain what went wrong and take reasonable steps to put it right.
This procedure applies to all customers who use our removal 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 the standard of packing, loading, transport or unloading.
Damage to property or belongings during a move.
Issues with timekeeping, communication or conduct of our staff or contractors.
Disputes about charges, quotes or additional fees.
Any other aspect of our removals or man and van service that does not meet your expectations.
Raising a concern helps us understand any problems and work towards a resolution.
How to Make a Complaint
You can raise a complaint in writing. When you contact us, please provide as much detail as possible so we can investigate fully. Include the following information where you can:
Your full name and the address where the service was provided.
The date of your move or booking.
A clear description of what went wrong and when it happened.
Any relevant reference or booking numbers.
Details of any loss or damage, including photographs if available.
What outcome you are seeking, such as an explanation, apology, or compensation.
Written complaints allow us to create an accurate record of what has been raised and how we respond.
Timescales for Making a Complaint
To help us investigate effectively, please raise your complaint as soon as possible. For issues involving loss or damage to items, we ask that you notify us as soon as you become aware of the problem. Delays in reporting may affect what we can reasonably investigate or offer, particularly where evidence or records are time sensitive.
How We Will Handle Your Complaint
Stage 1: Acknowledgement
We aim to acknowledge your complaint in writing within a reasonable period of receiving it. In this acknowledgement we will:
Confirm that we have received your complaint.
Provide a brief outline of the next steps.
Indicate when you can expect a more detailed response.
Stage 2: Investigation
Your complaint will be reviewed by a person with appropriate responsibility within Knightsbridge Man and Van. As part of the investigation we may:
Review your booking details, inventory and any relevant documentation.
Speak with the team members involved in your move.
Review photographs, notes and any evidence you have provided.
We will consider all the information available to reach a fair and balanced view.
Stage 3: Response
After our investigation, we will respond to you in writing. Our response will normally include:
A summary of the issues you raised.
What we have investigated and the information we have considered.
Our decision and the reasons for it.
Any actions we will take, such as corrective work, a goodwill gesture, or other steps where appropriate.
If we need more time to investigate due to the complexity of your complaint, we will let you know and keep you updated on progress.
Possible Outcomes and Remedies
Where we find that we are at fault, we will seek to put things right in a reasonable and proportionate way. Depending on the circumstances, this may include one or more of the following:
A clear explanation of what went wrong and why.
A written apology.
Corrective action, where practical, to resolve any outstanding service issues.
A financial remedy, goodwill gesture or contribution, where appropriate and subject to our terms and conditions and any applicable insurance or liability limits.
Any remedy will reflect the nature of the complaint, the evidence available and any contractual or legal limits that apply to our removals and man and van services.
If You Are Still Unhappy
If you do not agree with our response, you may contact us again in writing and explain why you remain dissatisfied. Please set out which parts of our decision you disagree with and provide any additional information you would like us to consider. We will review your comments and let you know whether our original decision stands or whether any adjustment is appropriate.
Where applicable, you may also have rights under consumer law or through any insurance or protection you have arranged. This procedure does not affect any legal rights you may have.
Using This Procedure
This Complaints Procedure is designed to be straightforward and transparent for all customers who use Knightsbridge Man and Van for local, regional or longer distance removals and man and van services. By following these steps, you help us understand and resolve issues as quickly as possible and support our aim of consistently improving our service.
We review this procedure from time to time to ensure it remains effective, fair and aligned with good practice in the removals and transport industry.
