Complaints Procedure

Complaints Procedure for Man With a Van Kennington

Man With a Van Kennington is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what we will do, and the standards you can expect from us.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising complaints about our services. It applies to all services we provide, including home removals, office moves, man and van hire, packing, loading, unloading and related transport services. We aim to deal with every complaint promptly, consistently and transparently, and to learn from any issues raised.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is about our staff, drivers, handling of items, timings, charges, communication, or the standard of our work. You can complain even if you are not sure whether the issue was within our control. If something has gone wrong or you feel we have not met our agreed standards, we want to hear from you.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us understand the issue clearly and keep a formal record. When you contact us, please provide the following information so that we can investigate your complaint efficiently:

Your full name and, if relevant, your company name.

The date of your move or booking and the service address or collection and delivery locations.

A clear description of what went wrong, including any relevant times, names and details.

Any reference numbers or booking details you have.

What outcome you are seeking, for example an explanation, apology, corrective work or compensation.

If you raise your complaint by phone or in person, we may ask you to confirm the details in writing so that we can be certain we have understood the issue correctly.

Time Limits for Raising a Complaint

We ask that you raise any concerns as soon as reasonably possible. For issues relating to damage, loss, delays or service quality, please contact us within a reasonable time after the move, ideally within 7 days of completion. This helps us to investigate while details are still fresh and evidence is available. Complaints made later than this will still be considered, but our ability to investigate fully may be reduced.

Our Complaints Handling Stages

We aim to handle all complaints in a structured and fair way, following the stages below.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it. If you submit your complaint in writing, we will acknowledge it within a reasonable timeframe. If your complaint is made verbally, we will acknowledge it during the conversation and, where appropriate, confirm the details in writing.

Stage 2: Investigation

A member of our management team will review your complaint. This may include speaking to the driver or crew members involved, checking booking details and schedules, reviewing any photos or records, and, if necessary, contacting you for further information or clarification. We aim to conduct this investigation thoroughly and objectively.

Stage 3: Response and Outcome

Once our investigation is complete, we will provide you with a written response explaining our findings. This response will include:

A summary of the complaint as we understand it.

Details of the investigation carried out.

Our decision and the reasons for it.

Any steps we will take to put matters right or to prevent a similar issue from happening again.

If we uphold your complaint in full or in part, we may offer one or more of the following remedies where appropriate: an explanation, an apology, corrective work, a partial or full refund, or another form of redress that we consider reasonable in the circumstances.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you can ask for a further review. In your request for review, please explain why you are dissatisfied with our response and what you would like us to reconsider. A different member of the management team will re-examine the complaint, including the initial investigation and decision, and may contact you to discuss the matter further. After this review, we will send you a final written response.

Claims for Loss or Damage

If your complaint involves alleged loss of items, damage to belongings or property, or other financial loss, we may ask you to provide supporting evidence such as photographs, receipts, valuations or repair estimates. This helps us to assess your claim fairly and consistently. Any compensation offered will take into account the terms and conditions agreed at the time of booking, as well as any applicable limitations or exclusions. It is important that you notify us of any loss or damage as soon as possible so that we can investigate promptly.

Our Commitment to Fairness and Improvement

We are committed to treating every customer with respect and to handling all complaints fairly, regardless of the outcome. We will not treat you less favourably or withdraw services simply because you have made a complaint. We regularly review complaints to identify recurring issues, training needs or changes that may improve our removals and man and van services. Your feedback, whether positive or negative, is valuable in helping us maintain and improve our standards.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, reviewing our services and meeting our legal obligations. We will store and handle your personal information in line with relevant data protection requirements.

Changes to this Complaints Procedure

Man With a Van Kennington may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals and transport sector. The version in force at the time you submit your complaint will apply to your case.

If you have any concerns about our service, we encourage you to raise them using this procedure. We are committed to resolving issues constructively and to providing a dependable, customer focused moving service.