Complaints Procedure for Man with Van Kennington

Man with Van Kennington is committed to providing reliable, professional and efficient moving services. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve all complaints fairly, transparently and as quickly as possible.

Purpose and Scope of This Procedure

This complaints procedure applies to all customers who use our man and van and removal services. It covers issues such as service quality, punctuality, damage to property, conduct of staff, billing concerns, and communication. We use all feedback, including complaints, to review our performance and to improve our services across our operating areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. Examples include:

Concerns about how your items were handled during loading, transport or unloading.

Issues with timing, such as late arrival or unexpected delays without clear communication.

Concerns regarding behaviour, courtesy or professionalism of our team.

Disputes about charges, quotes or additional costs incurred during your move.

Any other matter where you feel the service you received did not meet the standard you reasonably expected.

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible so that we can fully understand and investigate the issue. When submitting your complaint, include:

Your full name and any reference or booking details.

The date and location of the service you are complaining about.

A clear description of what happened, including the sequence of events.

Details of any items that were damaged, lost or affected.

What outcome or resolution you would consider fair and reasonable.

We encourage you to raise your complaint as soon as possible after the event so that we can investigate while the details are still fresh and relevant information is readily available.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a member of our management team for initial review. We will acknowledge receipt of your complaint within a reasonable timeframe and confirm that it is being investigated.

During this stage, we may contact you to ask for clarification or for additional information, such as photographs of any damage or copies of relevant documentation. Providing these details promptly will help us to progress the matter more efficiently.

Stage Two: Investigation and Response

We will carry out a thorough investigation into your complaint. This may include speaking to the team members involved, reviewing job notes and service records, assessing any photographic evidence, and examining relevant policies or terms and conditions.

After the investigation is complete, we will provide you with a written response. This will aim to:

Explain what we have found and how we reached our conclusions.

Address each of the points you raised in your complaint.

Set out any steps we have taken or propose to take to resolve the issue.

Outline any remedial action or goodwill gesture we consider appropriate, if applicable.

We aim to provide a full response within a reasonable period. If for any reason we require more time, we will keep you informed and let you know when you can expect an update.

Stage Three: Escalation and Further Review

If you are not satisfied with the outcome at Stage Two, you can request that your complaint be escalated for a further review. In your escalation request, explain why you are unhappy with the initial decision and what you believe has not been addressed.

An alternative member of the management team, not previously involved in the case, will then review the complaint, the investigation and the response. They may contact you again for clarification or additional information if needed. After this review, we will send you a final written response setting out our position.

Possible Outcomes and Remedies

Where we find that we have made a mistake or not met our usual standards, we will seek to put matters right. Depending on the nature of the complaint, this may include:

Offering an explanation and an apology.

Taking practical steps to correct an error where possible.

Reviewing internal procedures, training or working practices to prevent similar issues.

Considering appropriate compensation in line with our terms and conditions and the circumstances of the case.

All outcomes are assessed on a case by case basis, taking into account the facts available and any contractual limits on our liability.

Customer Responsibilities

To help us resolve your complaint effectively, we ask that you:

Provide accurate and complete information about the issue.

Retain any relevant documents, photographs or receipts that may support your case.

Communicate with us in a polite and respectful manner.

Allow us a fair opportunity to investigate and respond before taking further action.

Using Feedback to Improve Our Service

We regularly review complaints and feedback to identify patterns, areas for improvement and opportunities to enhance our removal and man and van services. This may include updating staff training, refining our booking procedures, improving communication before and during moves, and tightening quality control across our operating area.

By following this complaints procedure, we aim to deal with every concern constructively and to learn from each experience. Our goal is to provide a dependable and professional service to all customers and to handle any issues that arise in a fair and reasonable way.