Complaints Procedure

Man with Van Kentish Town Complaints Procedure

Man with Van Kentish Town is committed to providing a reliable, professional and friendly removal service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right as quickly as possible and learn from the experience. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. Every complaint is treated seriously, whether it relates to a local man and van booking, a home or office move, packing assistance, or any other service we provide. We will always seek to resolve issues informally first, but we also have a clear, structured process if a more formal approach is needed.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether justified or not. This may include, but is not limited to:

Concerns about the conduct, behaviour or punctuality of our team members during a move or collection. Issues with the standard of our removal or man and van services, including handling of belongings or adherence to agreed instructions. Disputes relating to charges applied to your booking, changes to your move, or additional services provided. Dissatisfaction with our communication before, during or after your move.

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible so that we can properly investigate and respond. When submitting a complaint, it is helpful if you include:

Your full name and any reference details relating to your booking. The date and time of the service and the service type, for example, man and van, house move or office relocation. A clear description of what went wrong and how you were affected. Any relevant supporting information, such as inventory notes, photographs, or written agreements.

We encourage you to raise your concerns as soon as possible after the service so that we can investigate while events are still fresh and records are readily available.

Stage One: Initial Review and Informal Resolution

Once we receive your complaint, we will log it and begin an initial review. We will aim to acknowledge your complaint within a reasonable time. During this stage, we may contact you to clarify the details of your concerns and to gather any further information we need.

Where possible, we will try to resolve your complaint informally and quickly. This may involve an explanation, an apology, corrective action, or an agreed solution that addresses your specific concerns about the removal or transport service you received.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or if you request a formal investigation, it will be escalated. A designated person will review the details of your complaint, speak with any team members involved and examine relevant records, including booking details and job notes.

We will aim to complete our investigation and provide a full written response within a reasonable timeframe. If, for any reason, we are unable to complete the investigation within this period, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear written response that:

Summarises your complaint and the issues you raised. Explains what we have found as a result of our investigation. States whether your complaint has been upheld in full, upheld in part, or not upheld. Outlines any steps we will take to put things right where we are at fault. Details any changes we may make to our processes, training or service delivery to reduce the chance of the issue happening again.

Depending on the circumstances, outcomes may include an apology, a service review, corrective actions on future bookings, or other appropriate remedies in line with our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome of the formal investigation, you may request a further review. You should clearly explain why you remain dissatisfied and what outcome you are seeking. We will then arrange for your complaint and our previous response to be reviewed again, taking into account any new information you provide.

Following this review, we will send a final response explaining our position. This will mark the end of our internal complaints process. We always aim to reach a fair and reasonable conclusion, and we will explain our reasoning as clearly as possible.

Time Limits for Making a Complaint

To allow for a fair and accurate review, we ask that complaints are raised within a reasonable time after the event giving rise to the concern, normally within three months of the service date. Complaints raised much later than this may be more difficult to investigate fully, as records and recollections may be less complete, but we will still consider them where possible.

Complaints Involving Loss or Damage

If your complaint relates to alleged loss of, or damage to, goods during a move, you should tell us as soon as you become aware of the issue. We may request photographs, inventory notes or other evidence to help us assess the situation. Any assessment of loss or damage will be carried out in line with our terms and conditions and any applicable limitations of liability agreed before the move.

Confidentiality and Data Protection

All complaints are handled in confidence. Information relating to your complaint will be shared only with those who need it in order to investigate and resolve the matter. Any personal data we collect during the complaints process will be processed in accordance with our privacy practices and applicable data protection requirements.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as an important way to improve the quality and reliability of our removal and man and van services. Complaints are recorded, monitored and reviewed on a regular basis so that we can identify any recurring issues, update training for our teams and refine our processes. By following this procedure, we aim not only to resolve individual concerns, but also to provide a consistently better service for all customers in the future.