Complaints Procedure

Man with Van Kensington Complaints Procedure

Man with Van Kensington is committed to providing a reliable and professional moving service. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern about our removals services, how we will respond, and what you can expect from us throughout the process.

1. Purpose and Scope

This Complaints Procedure applies to all customers who use our man and van or removal services, including house moves, flat moves, office relocations, and transport of goods. It covers any aspect of our service, from initial enquiry and quotation through to completion of the move and any follow-up communication.

We aim to resolve all complaints fairly, promptly, and consistently. Your feedback helps us improve our service, staff training, and operational standards.

2. What We Consider a Complaint

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

Concerns about punctuality, handling of goods, conduct of our staff or subcontractors, condition of vehicles used, accuracy of information given before the move, or the way payment or charges have been handled.

If you raise an issue but do not explicitly call it a complaint, we will still treat it as a complaint if you indicate that you are unhappy with our service and want us to take action.

3. How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible so that we have a clear record of your concerns and can respond in detail.

When submitting a complaint, please provide the following information:

Your full name and the address where the service was provided, the date of your move or booking, a clear description of what went wrong, including relevant times and locations, details of any damage, losses or other issues experienced, and what outcome you are seeking, such as an explanation, apology, or financial consideration.

If someone else is complaining on your behalf, we may need your written permission to discuss details of the service with them.

4. Timescales for Raising a Complaint

We ask that you raise complaints as soon as possible after the event so that we can investigate effectively. Where your complaint relates to damage or loss of items, you should notify us as soon as you become aware of the issue. In most cases, complaints should be made within a reasonable period after the move has been completed.

Although we will consider complaints raised later, delays in notification may affect our ability to investigate fully or offer certain forms of redress.

5. Our Complaint Handling Process

We follow a structured process to ensure that every complaint is handled fairly and consistently.

5.1 Acknowledgement

Once we receive your complaint, we will record the details and acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

5.2 Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue you are complaining about wherever possible. The investigation may include:

Reviewing your booking information, service notes, and any documented instructions. Speaking with the driver, porters, or office staff involved in your move. Assessing any photographs or other evidence you provide. Considering our internal policies and industry good practice for removal services.

We may contact you during the investigation to ask for further information or clarification where necessary.

5.3 Response

Once we have completed our investigation, we will provide a written response setting out our findings, whether your complaint is upheld in full, in part, or not upheld, any actions we have taken or propose to take, and information about further steps if you remain dissatisfied.

We aim to issue a full response within a reasonable timeframe. If, for any reason, we cannot do so, we will let you know and provide an estimated timescale for our full reply.

6. Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include one or more of the following:

A clear explanation or clarification of what happened, an apology where our service has fallen below expected standards, corrective action for future moves or internal process improvements, practical steps to resolve any outstanding issues related to your move, and in appropriate circumstances, consideration of a financial gesture, which may include partial refunds or contributions toward repair or replacement, subject to our terms and conditions and any applicable limitations.

7. If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request a review. In doing so, please explain why you are dissatisfied and what you believe has not been properly addressed.

Your complaint will then be reviewed by a senior member of our team who was not involved in the initial investigation wherever possible. They will reconsider the information, evaluate whether the complaint was handled fairly, and issue a final response.

8. Our Commitments During the Process

Throughout the complaints process, Man with Van Kensington is committed to:

Treating you with courtesy and respect at all times, handling your complaint confidentially and in line with data protection principles, assessing your complaint objectively and without bias, making every reasonable effort to reach a fair and timely resolution, and learning from complaints to enhance the quality, reliability, and safety of our moving services.

9. Recording and Using Complaint Information

We keep records of complaints and how they are resolved. This information is used to identify recurring issues, improve staff training and guidance, and refine operational procedures across our moving and transport services. Personal information is handled in accordance with relevant data protection laws and our internal privacy practices.

10. Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or industry practice in the removal and transport sector. The version published on our website will always be the latest applicable procedure.

By using our services, you agree that any complaints will be handled in line with the current version of this procedure at the time the complaint is made.