Complaints Procedure for Man with Van Kensington

Man with Van Kensington is committed to providing a reliable, professional removals and man and van service. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue and how we will deal with it from start to finish.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and simple way to tell us when something has gone wrong. It sets out the steps you should follow, what information we need from you, the timescales we work to, and the options available if you remain dissatisfied with our response.

This procedure covers all services provided by Man with Van Kensington, including man and van bookings, home moves, office moves, packing assistance and transport of goods.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include, but is not limited to:

Service not delivered as agreed or as reasonably expected

Damage to property or belongings during a move

Delays, missed arrival times or late completion of a job

Concerns about staff behaviour, attitude or conduct

Issues with how a booking, payment or refund has been handled

Problems with communication before, during or after your move

We encourage you to tell us as soon as possible if you experience any of these issues, so that we can put things right promptly.

How to Make a Complaint

You can make a complaint in writing. When contacting us, please provide as much detail as you can so that we can investigate thoroughly. Helpful information includes:

Your full name and the address where the service took place

The date of your move or booking

A clear description of what went wrong and when it happened

Names of any staff members involved, if known

Any evidence you can provide, such as photos of damage or copies of documents

What outcome you are seeking, for example an explanation, apology, repair or compensation

Written complaints allow us to keep an accurate record of all correspondence and ensure that nothing is overlooked during our investigation.

Stage One: Acknowledgement of Your Complaint

Once we have received your complaint, we will acknowledge it in writing. We will normally do this within three working days of receiving your message. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.

If we need any additional information at this stage, we will let you know. Providing any requested details as quickly as possible will help us to investigate your complaint more effectively.

Stage Two: Investigation and Initial Response

Your complaint will be reviewed by a person with appropriate responsibility, who was not directly involved in the issue where this is possible. The investigation may include:

Reviewing your booking details and any relevant documents

Checking communications, such as messages or written notes

Speaking to the team members who carried out your move

Assessing any photos or other evidence you have supplied

We aim to provide a full written response to your complaint within ten working days of acknowledging it. If, for any reason, we need longer to complete a fair investigation, we will inform you in writing, explain why and give you a revised timescale.

Our written response will include our findings, whether your complaint is upheld in full or in part, and the steps we propose to take to resolve the matter.

Stage Three: Escalation if You Are Not Satisfied

If you are not satisfied with the outcome of your complaint at Stage Two, you can ask for your complaint to be reviewed again. You should do this in writing, explaining why you remain unhappy and what you would like us to reconsider.

A more senior member of our team will then review:

The original complaint you submitted

All evidence and information collected during the first investigation

The response you received and any follow up communication

We will normally provide a final written response within ten working days of receiving your request for escalation. If additional time is needed for a fair review, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

When we have investigated your complaint fully, we may offer one or more of the following outcomes, depending on the circumstances:

A clear explanation of what happened and why

A sincere apology where we have fallen short of our standards

Practical steps to put things right, where possible

Consideration of a goodwill gesture or compensation where appropriate

A change to our internal processes or training to prevent similar issues in future

Any remedy offered will be based on the specific facts of your case, the evidence available and our assessment of what is fair and reasonable.

Time Limits for Making a Complaint

To help us investigate properly, we ask that you raise your complaint as soon as possible after the event, and ideally within 28 days of your move or the date when you first became aware of the issue. Complaints raised a long time after the event may be more difficult to investigate fully, as records may be limited and staff may not recall details as clearly.

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 respond to your complaint. We will store and process your data in line with applicable data protection laws and our internal privacy practices.

Our Commitment to Continuous Improvement

We treat complaints as an important source of feedback. Every concern raised helps us to monitor the quality of our removals and man and van services and identify areas where we can improve. We regularly review complaints data to look for patterns and to ensure that our procedures remain effective, fair and transparent.

By following this complaints procedure, we aim to resolve issues constructively and maintain the trust of customers who rely on Man with Van Kensington for safe, efficient and professional moving services.