Complaints Procedure

Westminster Man and Van Complaints Procedure

This complaints procedure explains how Westminster Man and Van manages concerns and complaints about our removals and man and van services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to continually improve the quality, reliability and safety of our home and office moving services.

Our Commitment to Customers

We understand that moving home or office can be stressful, and that clear communication and careful handling of your belongings are essential. If something goes wrong, we want to know about it as soon as possible so that we can put it right where we reasonably can. We treat every complaint seriously and review each case on its individual circumstances.

We are committed to:

Listening to your concerns without bias or pre-judgement.

Investigating complaints thoroughly and proportionately.

Responding within reasonable and clearly stated timeframes.

Providing clear explanations and, where appropriate, practical solutions.

Using complaint outcomes to improve our removals and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, handling of goods, timescales, or communication, where you would like a response or resolution.

Examples include, but are not limited to:

Concerns about punctuality, loading, unloading or conduct of the moving team.

Issues with packing, protection of items or the way goods were transported.

Disputes about what was agreed during the quotation or booking process.

Concerns about charges, invoices, or clarity of pricing.

Problems with follow-up communication or aftercare.

General feedback or suggestions that do not require a response are not treated as complaints, but they are still valued and reviewed internally.

How to Make a Complaint

You can raise a complaint through the same communication channels you used to make your booking or enquiry. Please provide as much detail as possible so we can understand the issue and investigate thoroughly.

When submitting your complaint, please include:

Your full name and the name used on the booking.

The date of your move or the date of the incident.

The service you used, for example a full removal, man and van service, or packing service.

A clear description of what happened and why you are dissatisfied.

Any relevant supporting information, such as inventories, photographs or written correspondence.

What outcome you are seeking, such as an explanation, apology, rectification work or review of charges, so we can understand how best to respond.

Timescales for Raising a Complaint

We ask that complaints are raised as soon as reasonably possible after the event so that we can obtain accurate information from records and staff. If your complaint relates to damage or loss of items, it is important that you report this within a reasonable period after delivery, and keep the items and any packaging where possible so that they can be inspected if needed.

Complaints raised long after the event may be more difficult to investigate fully, and this may affect the options available for resolution. However, we will always review the information you provide and explain clearly what we can and cannot do.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement. We will confirm that we have received your complaint and explain the next steps, along with indicative timescales for our investigation and response.

Initial review. We will review your account of events, along with booking details, schedules, job sheets, photographs, and any other relevant records related to your move or service.

Further information. If we need more information or clarification, we may contact you to discuss the matter. This helps us to gain a clear understanding of what has happened from your perspective.

Investigation. We will speak with any staff members involved, review documentation, and consider whether our standards, procedures or contractual terms were met. We will also assess any evidence you provide.

Response. We will provide you with a written or verbal response setting out our findings, the reasons for our decision, and any steps we propose to take. This may include an apology, an explanation, corrective action, or other suitable remedies where appropriate.

Response Timeframes

We aim to acknowledge complaints within a reasonable period from receipt. A full response will usually be provided within a set timeframe that reflects the complexity of the issues involved. Where a complaint is more complex or requires additional investigation, we will let you know if more time is needed and keep you informed of progress.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:

A clear explanation of what happened and why.

An apology where we consider that our service has fallen short of our standards.

Practical steps to put things right where reasonably possible.

A review of internal procedures, staff training or service standards to help prevent a recurrence.

Any financial or contractual remedies will be considered in line with our terms and conditions and any applicable insurance arrangements relating to removals and man and van services.

Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request that your case is reviewed at a higher level within the business. At this stage we will:

Reassess the information and evidence already gathered.

Consider any further details you wish to provide.

Confirm whether our original decision is upheld, varied, or overturned in full or in part.

We will explain our final position clearly and provide reasons. This internal review will be our final stage in the complaints procedure.

Your Responsibilities

To help us resolve your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about your booking and the issues you are raising.

Cooperate with any reasonable requests for clarification or evidence.

Treat our staff with courtesy and respect throughout the process.

Allow us a reasonable amount of time to investigate and respond.

Using Feedback to Improve Our Services

Every complaint and piece of feedback is reviewed by management. Where appropriate, we use what we learn to improve our working practices, staff training, communication with customers and the overall quality of our removals and man and van services. By following this complaints procedure, we aim to resolve issues constructively and uphold professional standards in every move we undertake.