Complaints Procedure for Man with Van Kingston Vale

This Complaints Procedure explains how Man with Van Kingston Vale handles any concerns or complaints about our man and van and removal services. Our aim is to resolve issues fairly, consistently and as quickly as possible, while learning from feedback to improve our service for future customers.

Our Commitment to You

We are committed to providing a reliable and professional moving service, whether you are using us for a full removal, a single item delivery, or a small house or office move. If something goes wrong, we want to know about it so we can put it right. All complaints are taken seriously and handled with respect, confidentiality and without prejudice.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:

Concerns about the conduct, attitude or timekeeping of our drivers or porters. Dissatisfaction with how your belongings were handled, loaded, transported or unloaded. Issues with the quality, timing or reliability of the service provided on moving day. Concerns about invoicing, charges, or information given before or after your move. Any situation where you feel we have not met the standards we promised or that you reasonably expected.

We encourage you to raise any concern as soon as possible so we can investigate while details are still clear and evidence is easier to obtain.

How to Raise a Complaint

You can raise a complaint verbally or in writing. Wherever possible, we recommend putting your complaint in writing so there is a clear record of your concerns, dates, and any supporting information. When making a complaint, please include:

Your full name and, if relevant, your company name. The date of your move or the booking reference. A clear description of what happened and why you are dissatisfied. The location or addresses involved in the move. Any photos, inventories or documents that support your complaint. Details of any conversations you have already had with our team about the issue.

If you raise a complaint verbally, we may ask you to confirm key details in writing so we can ensure accuracy during the investigation.

Timescales for Making a Complaint

We ask that complaints are raised as soon as reasonably possible after the issue occurs. For concerns about damage or loss of items, you should notify us promptly after delivery so that we can inspect, review any notes made on the day, and assess the circumstances. While we will always try to assist, delays in reporting may limit the options available for investigation or resolution.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and start an initial review. Our handling process is as follows:

1. Acknowledgement: We aim to acknowledge your complaint within a reasonable time. At this stage, we may request further information or clarification if needed. 2. Investigation: We will review your account of events, speak to the staff involved, check job sheets, inventories and any photographs or notes made during the move, and consider any other relevant evidence. 3. Assessment: We will consider whether our service met the standards we aim to provide and whether our terms and conditions were followed. 4. Response: Once the investigation is complete, we will provide you with a written or verbal response setting out our findings, decisions and any proposed resolution.

We aim to complete investigations and respond within a reasonable period, depending on the complexity of the matter and the availability of the people involved. If we foresee a delay, we will let you know and give an updated timescale.

Possible Outcomes and Resolutions

Our objective is to reach a fair outcome based on the facts and our responsibilities. Possible resolutions may include:

An explanation or clarification of what happened. An apology, where appropriate. Practical steps to put things right, where this is possible. A goodwill gesture, where justified. An explanation of why we are unable to meet your requested outcome, if this is the case.

Any resolution will take into account our terms and conditions, the scope of work we agreed, the information we were given when the booking was made, and any limitations or exclusions discussed before the move.

Escalating Your Complaint

If you feel that your complaint has not been properly understood or resolved, you may ask for it to be reviewed at a higher level within Man with Van Kingston Vale. When requesting an escalation, please explain which parts of our response you disagree with and why, and provide any additional information that you believe has not been considered.

We will then arrange for a further review by a person who was not directly involved in the original investigation, where possible. Following this review, we will provide a final response outlining our position.

Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and fulfilling any legal or regulatory requirements. We will share your information internally only with those who need it to deal with the matter.

Learning From Complaints

Complaints help us identify areas where we can improve our man and van and removal services. We regularly review complaints to spot trends, strengthen training for our teams, and update our procedures where necessary. By providing feedback, you help us maintain and improve the service we offer to customers planning moves in our operating area.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. Any updated version will replace previous versions and will apply from the date it is published.