Complaints Procedure

Complaints Procedure for Man with Van Kingston

Man with Van Kingston is committed to delivering reliable and professional moving and removal services. We aim to resolve any issues quickly and fairly, and we treat all complaints as an opportunity to review and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and transparent route to raise concerns about any aspect of our removal or man and van services. It applies to all customers who have booked or received a service from us. We will handle every complaint respectfully, confidentially and without discrimination.

We aim to:

Respond to complaints promptly and courteously.

Investigate issues thoroughly and impartially.

Offer a clear explanation, apology where appropriate, and a fair resolution.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received or the way your enquiry has been handled. This may include, for example:

Concerns about punctuality or reliability of our vehicles and teams.

Issues with how your belongings were handled, packed or transported.

Disputes relating to charges, quotations or additional costs.

The conduct, attitude or professionalism of any member of staff or contractor.

Problems with communication before, during or after your move.

We encourage you to raise any concern as soon as possible so we can address it quickly and effectively.

3. How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred as they help us keep an accurate record of the matter and ensure we fully understand your concerns. Please provide as much detail as you can, including:

Your full name and, if relevant, the name on the booking.

The service date and location of the move.

A clear description of the issue, including times and people involved where possible.

Any supporting information you feel is relevant, such as photographs or item lists.

If you make a complaint by phone or in person, we will make a written note of your concerns and may ask you for additional information to help our investigation.

4. Timescales for Raising a Complaint

We ask customers to raise complaints as soon as reasonably possible after the event. For issues involving damage, loss or service quality on the day of the move, we recommend that you notify us within a short period from completion of the service. This helps us gather accurate information and, where applicable, inspect any items or locations involved.

We will still consider complaints raised at a later date, but our ability to investigate fully may be limited if significant time has passed.

5. How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint within a reasonable time, usually a few working days. We may contact you to clarify details or request additional information.

Allocation: Your complaint will be passed to a responsible person, such as a supervisor or manager, who is not directly involved in the issue wherever possible.

Investigation: We will review your booking details and any relevant records, speak with the team members involved, and examine any supporting information you have provided. In some cases we may ask for further evidence to help us reach a fair conclusion.

Response: When the investigation is complete, we will provide you with a clear response setting out our findings, any steps we have taken, and any proposal for resolution.

6. Possible Outcomes and Resolutions

Every complaint is considered on its individual facts. Depending on the circumstances, possible outcomes may include:

An explanation of what happened and why.

A formal apology where service has fallen below our standards.

Corrective action, such as staff training or process changes to prevent a recurrence.

Where appropriate, a gesture of goodwill or other remedy that we consider fair in light of the evidence and the terms of our service.

Any outcome will be explained clearly, and you will have the opportunity to ask questions about our decision.

7. If You Remain Dissatisfied

If you are not satisfied with the response you receive, you may ask for your complaint to be reviewed. A more senior person will look again at the details, the investigation and the decision that was made. They may contact you for further information or clarification.

Following this review, we will issue a final response, explaining whether our original decision is upheld or amended and setting out our final position on the matter.

8. Our Commitment to Fairness and Confidentiality

We treat all complaints seriously and handle them confidentially. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. Raising a complaint will not affect any ongoing service you receive from us, and you will be treated fairly at all times.

We are committed to learning from feedback. Where a complaint highlights areas where we can improve the quality, safety or reliability of our man and van and removal services, we will review our procedures and implement changes where necessary.

9. Updates to This Complaints Procedure

Man with Van Kingston may update this Complaints Procedure from time to time to reflect changes in our services, internal policies or relevant regulations. The latest version will always set out how we currently handle complaints and what you can expect when you contact us with a concern.

We encourage customers to read this procedure before making a complaint so that the process is clear and expectations are understood. Your feedback is important to us and helps us continue to improve the moving service we provide.