Complaints Procedure

Complaints Procedure for Man with Van Kentish Town

Man with Van Kentish Town is committed to providing a reliable and professional moving and removal service. We recognise 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 every stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently, and promptly. We treat every complaint as an opportunity to review our work, put things right where possible, and improve our services for customers using our man and van and removal solutions.

What This Procedure Covers

This procedure applies to complaints about our moving and removal services, including but not limited to:

Service quality on the day of your move, punctuality and conduct of our team, handling and transportation of your belongings, accuracy of information provided before you booked, charges and invoices relating to completed work, and after-move support or communication. It does not cover matters that are being dealt with by insurers, law enforcement, or another legal process.

Raising a Complaint

If you are unhappy with any aspect of our service, we encourage you to contact us as soon as possible so we can try to resolve the issue quickly.

You can raise a complaint in writing. Please include your full name, the date of your move, the collection and delivery locations, a clear description of what went wrong, any relevant job or reference numbers you were given, and details of what outcome you are seeking, such as clarification, an apology, or a review of charges.

Providing as much detail as possible at the outset helps us investigate more effectively and speeds up our response.

Time Limits for Making a Complaint

We ask that you raise complaints within a reasonable time after the event so that we can obtain accurate information from the team involved. As a general guide, we recommend submitting your complaint within 14 days of your move or of becoming aware of the issue.

Complaints raised after a longer period may be more difficult to investigate fully, but we will still consider them and advise you what can realistically be done.

How We Will Handle Your Complaint

When we receive your complaint, we will follow these stages:

Stage 1: Acknowledgement. We will acknowledge your complaint in writing. In our acknowledgement, we will confirm that we have received your complaint, may ask for any further information needed, and outline the next steps and expected time scale for our response.

Stage 2: Investigation. A suitable member of our team, not directly involved in the original issue where possible, will review your complaint. This may involve speaking to staff present on the day, checking booking details, reviewing job notes, and considering any photos or documents you have provided.

Stage 3: Response. Once the investigation is complete, we will send you a written response explaining our findings, addressing each of the main points you have raised, confirming whether your complaint is upheld in full, in part, or not upheld, and setting out any actions we will take, which may include an apology, corrective action, or other remedies where appropriate.

Time Scales for Our Response

We aim to provide a full written response within 14 days of acknowledging your complaint. If we need longer due to the complexity of the issues or the availability of staff we need to speak to, we will let you know and provide an updated time scale. We are committed to keeping you informed so you know when to expect our next update.

Outcome and Possible Remedies

Where we find that we have not delivered our service to the standard you were entitled to expect, we will seek to put matters right as far as is reasonably possible. Depending on the circumstances, outcomes may include a clear explanation of what happened and why, an apology where we have fallen short, corrective actions for future moves, a review of our internal processes or training, and where appropriate, consideration of financial adjustments in line with our terms and conditions and any applicable insurance arrangements.

Any remedy offered will take into account the nature of the complaint, any loss or inconvenience you have experienced, and our contractual obligations as a removal and man and van provider.

If You Are Still Unhappy

If you remain dissatisfied after receiving our final response, you can ask us to review the complaint again, particularly if you believe we have misunderstood key facts or not considered relevant information. Any further review will focus on whether our original investigation was fair and thorough and whether the outcome remains appropriate in light of all the information available.

Information and Evidence

To help us investigate efficiently, please keep and share any relevant documents, such as booking confirmations, inventories, photos of items or property before and after the move, and any messages exchanged about the job. Clear evidence allows us to understand what happened and reach a fair conclusion.

Confidentiality and Data Protection

All complaints are handled confidentially and in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, and for internal monitoring and service improvement.

Monitoring and Service Improvement

We record and review complaints on a regular basis to identify recurring issues and trends. This helps us improve our moving and removal services, staff training, and communication with customers. By following this procedure, Man with Van Kentish Town aims to ensure that concerns are listened to, addressed fairly, and used to enhance the quality and reliability of our service.