Complaints Procedure

Man With a Van Kensington Complaints Procedure

This Complaints Procedure explains how Man With a Van Kensington handles any concerns or complaints about our services. It applies to all customers using our man and van and removal services, whether for home moves, flat moves, student moves, office relocations, or single-item transport.

Our commitment to resolving complaints

We aim to provide a reliable and professional moving service. However, we recognise that issues can sometimes occur. When they do, we are committed to:

Listening carefully to your concerns, treating every complaint seriously and fairly, investigating what happened, responding in a clear and timely manner, and using feedback to improve our services and customer care.

What is a complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, or how we have handled a previous concern. You can complain about any part of our removal or man and van service, including booking, collection, transit, delivery, timing, conduct, and handling of your belongings.

Raising an informal concern

If an issue arises during your move or shortly afterwards, we encourage you to raise it informally first. Many problems can be resolved quickly by discussing them with a member of our team. Where possible, we will try to put things right immediately or explain clearly what we can do.

If you are not satisfied with the outcome of an informal discussion, or if you prefer to raise a formal complaint straight away, you can follow the formal complaints process set out below.

How to make a formal complaint

You can make a formal complaint in writing, clearly stating that you are submitting a complaint and providing as much relevant information as possible. When submitting your complaint, please include:

Your full name, the date of your move or booking, the collection and delivery locations, a clear description of what happened and why you are dissatisfied, details of any loss or damage if applicable, and what outcome or resolution you are seeking.

Providing clear and detailed information helps us understand the situation and investigate effectively.

Time limits for raising a complaint

To help us investigate thoroughly, we ask that you raise any concerns as soon as possible after the event. For issues involving loss or damage to items, we recommend that you report them promptly after delivery and provide supporting information where available.

Our complaints handling process

Once we receive your formal complaint, we handle it in the following stages.

Stage 1: Acknowledgement

We will confirm that we have received your complaint and record it in our internal system. At this stage, we may request further information or clarification if anything is unclear, so that we can carry out a full and fair review.

Stage 2: Investigation

A member of our team will review your complaint and may speak to the staff involved in your move. We will consider your booking details, agreed services, timings, and any relevant evidence. If necessary, we may ask you for additional details, such as photographs of any damage or copies of relevant documents.

Stage 3: Response

After we have completed our investigation, we will provide a written response explaining our findings. We will outline what we believe happened, whether we uphold your complaint in full or in part, and any actions we propose to take. Where we accept that we have fallen short of our standards, we will explain the steps we intend to take to address the issue.

Possible outcomes

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

An explanation or clarification about what happened, an apology where appropriate, corrective action to improve future services, or a goodwill gesture where this is considered reasonable in the circumstances. Any outcome will be explained to you in clear language.

If you are not satisfied with our response

If you remain dissatisfied after receiving our response, you can ask us to review the complaint again. When requesting a review, please explain which aspects of our response you disagree with and provide any additional information that you believe is relevant.

We will then re-examine the complaint, taking into account your comments, and provide a further written response. This will normally be our final position on the matter.

Complaints about loss or damage

For complaints involving loss or damage to your belongings during a move, we will carefully review the circumstances and any information provided. To assist us, please describe each affected item, explain how and when the loss or damage was noticed, and supply any supporting evidence you may have.

Our handling of such complaints will take into account the terms agreed at the time of booking and any limitations or exclusions that were part of the service agreement.

Behaviour and expectations

We expect all customers and staff to communicate respectfully throughout the complaints process. We will not tolerate abusive, threatening, or discriminatory behaviour. If necessary, we may limit or manage communication where behaviour is considered unreasonable, while still giving fair consideration to the substance of the complaint.

Using complaints to improve our service

Feedback and complaints help us improve our removal services and customer experience. We review complaints regularly to identify patterns, address recurring issues, and enhance our training, procedures, and quality standards. Our aim is to use every complaint as an opportunity to learn and improve.

Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or internal processes. The version available at the time you make your complaint will apply to how that complaint is handled.

Further information

If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact us and ask for clarification. We will be happy to explain how the process works and what information we may need from you so that we can investigate your concerns properly.