Chelsea Man and Van Complaints Procedure

Chelsea Man and Van is committed to providing reliable, professional removal and man and van services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and continually improve our service. This Complaints Procedure explains how you can raise a concern and what you can expect from us in response.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear, fair and accessible process for customers who are dissatisfied with any aspect of our removal or man and van services. It applies to issues arising before, during or after a move, including bookings, communications, packing, loading, transport, storage, delivery and aftercare.

We treat all complaints seriously, whether they relate to service quality, conduct of staff, loss or damage to goods, delays, or any other aspect of your experience with Chelsea Man and Van.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution. Examples include:

Concerns about how your belongings were handled during a removal service.

Disputes about charges, quotations or invoicing.

Issues relating to punctuality, delays or missed appointments.

Concerns about staff behaviour, communication or professionalism.

Any situation where you believe we have not met the agreed standard of service.

How to Make a Complaint

We encourage you to raise complaints as soon as possible so that we can address them promptly. You can make a complaint using any of the following methods:

In writing, setting out the details of your complaint, your full name, and any relevant job or booking reference.

By speaking to a member of our team, either in person or by telephone, providing clear information about what went wrong and what outcome you are seeking.

When you contact us, please provide:

Your full name and contact details.

The date and location of the service.

A clear description of the issue, including relevant times and staff involved, if known.

Any supporting information such as inventory lists, photographs or written notes.

Our Complaints Handling Stages

Our process is designed to be straightforward and transparent. We aim to acknowledge and resolve complaints as quickly as possible, while giving each case proper consideration.

Stage 1: Initial Review and Acknowledgement

When we receive your complaint, we will log it and allocate it to an appropriate member of the management team for review. We will acknowledge receipt of your complaint within a reasonable timeframe, normally within five working days.

In this acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and indicate when you can expect a further response.

Stage 2: Investigation

The person handling your complaint will carry out an impartial investigation. This may include:

Reviewing booking records, quotes, contracts and job sheets.

Speaking with the removal team or staff involved.

Assessing photographs, inventories or other evidence supplied.

Checking any relevant policies and procedures.

We may contact you during this stage if we need additional information or clarification to fully understand the circumstances.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a written or verbal response, explaining:

Our understanding of your complaint.

The steps we have taken to investigate it.

Our findings and conclusions.

Any proposed resolution or remedy, where appropriate.

We aim to provide a full response within 20 working days of acknowledging your complaint. If for any reason more time is required, we will let you know and keep you informed of progress.

Possible Outcomes and Remedies

Where your complaint is upheld, possible outcomes may include:

An apology and explanation.

Corrective action to address a service issue.

Review or adjustment of charges, where appropriate.

Guidance on next steps if your complaint relates to loss or damage and may involve an insurance claim in line with our terms and conditions.

Staff training or internal process improvements to prevent similar issues arising in future.

If You Remain Dissatisfied

If you are not satisfied with our response at Stage 3, you may request a further review. Your complaint will then be considered by a senior member of the team who has not previously been involved in the case, where possible.

During this review, we will reassess the facts and our earlier decision. We will then provide a final response, setting out whether our original decision stands or whether any aspect has been changed as a result of the review.

Your Responsibilities When Making a Complaint

We ask that you:

Raise your complaint as soon as is reasonably practical after the issue arises.

Provide accurate, complete information to help us understand the situation.

Communicate with our staff in a respectful and courteous manner.

Allow us reasonable time to investigate and respond.

This helps us deal with your complaint efficiently and fairly.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to meet legal or regulatory requirements. Any personal data we collect and process in connection with a complaint will be handled in line with our data protection obligations.

Using Feedback to Improve Our Removals Service

Feedback and complaints are an important part of how Chelsea Man and Van improves its removal and man and van services. We regularly review complaints to identify patterns, training needs and opportunities to develop better procedures for handling customer bookings, property moves and related services.

By following this Complaints Procedure, we aim to give every customer a clear route to raise concerns and a fair, timely resolution wherever possible.