Complaints Procedure

Notting Hill Man and Van Complaints Procedure

Notting Hill Man and Van is committed to providing reliable, professional moving and man and van services. We recognise that occasionally things may not go as planned. When this happens, we want to know so we can put matters right and improve our removal services for the future. This Complaints Procedure explains how to raise a concern, how we handle complaints, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our man and van or house and office removals service. It applies to all services delivered by Notting Hill Man and Van, including packing, loading, transportation, unloading, short-distance moves and related support.

We aim to resolve issues quickly and informally where possible. When a more formal approach is needed, this procedure sets out the steps we will take and the timescales we aim to meet.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is about:

• The quality of the moving or packing service you received
• The conduct, attitude or behaviour of our removal staff
• Punctuality or reliability of our man and van bookings
• Loss of or damage to property associated with a move
• The clarity, accuracy or application of our prices and quotations
• How we have handled a previous concern or enquiry

We treat all genuine complaints seriously, whether they are made during the move, immediately after, or once you have had time to review the service you received.

How to Make a Complaint

You can raise a complaint in writing. Please set out as much detail as possible so that we can investigate thoroughly. To help us deal with your concerns efficiently, please include:

• Your full name
• The date of your move or booking
• The address where the service took place and the destination address
• A clear description of what went wrong and when it happened
• Details of any items affected, if relevant
• Any supporting information, such as photographs or inventory notes
• How you would like us to put things right, if you have a preferred outcome

If you raise a concern verbally during or immediately after a move, our team will do their best to resolve the issue on the spot. However, for a formal complaint and full investigation, we will ask you to confirm the details in writing so there is a clear record of what has been raised.

Stage One: Initial Review and Response

Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. We will confirm that we have received your complaint and advise you of the next steps. An initial review will then be carried out by an appropriate member of our team.

During this stage we may:

• Review your booking details, quotation and any written communication
• Speak with the removal team or driver involved
• Check any notes recorded on the job sheet or inventory
• Request additional information or clarification from you if needed

After the initial review, we will provide a written response outlining our understanding of the issue, our findings so far and, where appropriate, an offer to resolve the matter. We aim to complete this stage as promptly as possible, keeping you informed if more time is needed for investigation.

Stage Two: Further Investigation

If you are not satisfied with the outcome of Stage One, you may request that your complaint is escalated for further investigation. In this stage, a more senior member of staff will review the complaint, the initial findings and your reasons for remaining dissatisfied.

The further investigation may include:

• A more detailed review of all documentation and correspondence
• Additional discussions with team members involved in your move
• A re-assessment of any damage reports or photographs
• Consideration of any new information you provide

We will then provide a final written response explaining our conclusions, any decision we have reached and any actions we propose to take. This may include corrective work, a goodwill gesture, a partial refund or an explanation where we believe the service was delivered in line with our terms.

Time Limits for Raising Complaints

To help us investigate effectively, we ask that complaints related to a removal service are raised as soon as reasonably possible after the issue occurs or is discovered. Concerns regarding damage or loss should normally be reported promptly after the move, once you have had an opportunity to inspect your belongings.

Raising concerns soon after the move enables us to gather accurate information and speak with staff while the details are still clear, which improves the quality and fairness of the investigation.

Our Commitment to Fairness and Confidentiality

All complaints are handled fairly, impartially and without discrimination. Your complaint will not affect any ongoing or future bookings with Notting Hill Man and Van. We will treat all information you provide in confidence and only share it internally with those who need it in order to investigate and resolve the issue.

We are committed to learning from every complaint. Where our investigation shows that we could improve our removals, man and van operations or customer communication, we will take practical steps to make those improvements.

Reasonable Behaviour

We expect all customers and staff to be treated with respect throughout the complaints process. We will not tolerate abusive, threatening or discriminatory behaviour towards any member of our team. In rare cases where behaviour is unreasonable, we may need to limit communication to written correspondence.

Review of this Complaints Procedure

We review this Complaints Procedure regularly to ensure it remains clear, effective and appropriate for our man and van and removals services. Updates may be made from time to time to reflect changes in our operations, service standards or legal requirements.

If you have any questions about this Complaints Procedure, or if you are unsure whether an issue should be treated as a complaint, you are welcome to contact us for clarification before submitting a formal complaint in writing.