Chelsea Man and Van Complaints Procedure

Chelsea Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know about it so we can put things right and improve our service for the future.

This complaints procedure explains how you can raise a concern about any aspect of our moving, packing, loading, transport or storage-related services, what information we need from you, and how we will handle your complaint from start to finish.

1. Purpose and scope

This procedure applies to all customers of Chelsea Man and Van who have used, or booked, any of our services, including but not limited to home removals, office moves, man and van bookings, packing assistance and related services. It covers issues such as service quality, conduct of our team, damage or loss of items, punctuality, communication, and billing or quotation concerns.

The objective of this procedure is to ensure that complaints are handled promptly, fairly, consistently and transparently, with clear timescales and outcomes wherever reasonably possible.

2. What we define as a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you would like a response or resolution from Chelsea Man and Van. This may include, for example:

Concerns about how your belongings were handled during a move. Issues with delays, missed appointments, or changes to agreed schedules. Disputes about charges, quotations, or payments. Concerns about staff behaviour, communication or professionalism. Dissatisfaction with how a previous issue or query was handled.

General feedback, suggestions or minor issues that do not require a response are always welcome, but they will not usually be treated as formal complaints unless you specifically ask us to do so.

3. How to make a complaint

We encourage you to raise any concerns as soon as possible, ideally within a reasonable time after the move or service has taken place. This helps us to investigate more effectively and to resolve the matter quickly.

You may raise a complaint verbally or in writing. If you contact us verbally in the first instance, we may ask you to provide additional written details so that we can fully understand the issue and keep an accurate record of your concerns.

When making a complaint, please provide the following information where possible:

Your full name and the property addresses involved in the move or service. The date of your move or booking and any reference number you may have been given. A clear description of what went wrong and when it happened. Details of any damage, loss or additional costs you believe you have incurred. Any supporting information, such as photographs, inventory lists, or copies of quotations or invoices. How you would like us to resolve the matter, if you have a preferred outcome.

4. Our complaints handling stages

Stage 1: Initial review and acknowledgment

Once we receive your complaint, we will log it in our internal records. We aim to acknowledge formal complaints within a reasonable timeframe, normally within a few working days. The acknowledgment will confirm that we have received your complaint and explain the next steps.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of our management team. Depending on the nature of the complaint, this may involve:

Speaking with the staff involved in your move or service. Reviewing booking records, job sheets, inventory lists and any relevant documentation. Considering photographs, correspondence or other evidence you have provided. Assessing our policies and procedures to understand what should have happened.

We aim to complete our investigation and provide a full response within a reasonable period, taking into account the complexity of the issue. If we need longer, we will let you know and tell you when you can expect an update.

Stage 3: Response and outcome

After the investigation, we will provide you with a written response setting out:

A summary of your complaint. What we have investigated and the information we have considered. Our findings and any conclusions reached. Any proposed resolution or steps we will take.

Depending on the nature of the complaint and our findings, possible outcomes may include an explanation or clarification, an apology, practical steps to put things right where possible, or a gesture of goodwill. Where damage or loss is involved, any settlement will be considered in line with our terms and conditions and any applicable insurance cover.

Stage 4: Further review

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When you do so, please explain why you disagree with the original outcome and provide any further information you believe is relevant.

A different senior member of our team, not previously involved in the original decision where practicable, will review the matter afresh and provide a final response. This final response will clearly state our position and whether any further action will be taken.

5. Time limits and evidence

For issues relating to damage, loss or disputes about the condition of your property or belongings, we ask that you notify us as soon as reasonably practical after the move or service is completed. Prompt notification helps us to investigate effectively and, where applicable, to refer to any photographs, inventories, or condition reports created on the day.

We may not be able to properly investigate complaints raised after a significant delay, particularly where evidence is no longer available or circumstances have materially changed. However, we will always consider the specific facts of each case.

6. Your responsibilities during the process

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

Provide accurate, complete information about what has happened. Respond to our reasonable requests for further details or evidence. Treat our staff respectfully at all times while your complaint is being handled. Allow a reasonable time for us to investigate and respond.

We reserve the right to end correspondence that is abusive, threatening or clearly unreasonable, but this will not affect our responsibility to consider any legitimate concerns you have raised based on the information available.

7. Using your feedback to improve our services

Every complaint and concern received by Chelsea Man and Van is reviewed not only to resolve the individual issue, but also to identify any patterns or recurring themes. Where appropriate, we may use the findings from complaints to:

Provide additional training or guidance to our removals teams and office staff. Update our policies, procedures or communications. Improve how we plan, schedule and carry out moves and man and van services. Review our packing, handling and loading practices to reduce the risk of future damage.

By sharing your experience with us, you are helping us to improve the quality, safety and reliability of the services we provide to all customers.

8. Changes to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal or regulatory requirements, or best practice within the removals and transport sector. The version published on our website will always be the most current and will apply to any new complaint received from the date it is posted.

If you have any questions about this procedure, or if you are unsure whether an issue should be raised as a complaint, please contact us for guidance before or after your move. We are here to help and to ensure that any concerns are handled fairly and professionally.