Complaints Procedure

Complaints Procedure for Man with Van Kensington

Man with Van Kensington is committed to delivering reliable removal and transport services for household moves, commercial moves and small relocations. We aim to provide a smooth, professional experience, but we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope of This Procedure

This procedure applies to all customers who have used, or attempted to use, our removal and man and van services. It covers complaints about the quality of our services, conduct of staff or operatives, damage or loss of items, punctuality, communication, and general standards of service. It does not cover disputes that are already the subject of legal proceedings or insurance claims being handled entirely by an external insurer.

Our objectives when handling any complaint are to treat you fairly, to investigate your concerns thoroughly and impartially, to provide a clear response, and, where appropriate, to put things right and learn from the issue so we can improve our services.

Making a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep a clear record of the issue and the details provided. If you raise a complaint by telephone or in person, we may ask you to confirm key points in writing so we can fully understand your concerns and respond accurately.

When making a complaint, please provide the following information to help us investigate effectively:

The date of your move or booking, the collection and delivery addresses, a summary of what happened and why you are dissatisfied, details of any items that were damaged, lost or affected, any relevant reference numbers or names of staff you have dealt with, and what outcome you are seeking, such as an explanation, apology, corrective action, or compensation where appropriate.

Acknowledgement of Your Complaint

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate person for review. We aim to acknowledge all complaints within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint, provide a brief outline of the next steps in the process, and, where possible, indicate an estimated timescale for our investigation and final response.

If we require any further information or clarification from you to proceed with the investigation, we will contact you as soon as possible.

How We Investigate Complaints

We aim to handle every complaint fairly and objectively. Depending on the nature of the issue, our investigation may include reviewing booking details and job notes, speaking with the team members involved in your move, reviewing photographs, inventories or condition reports, and considering relevant terms and conditions that applied to your booking.

For complaints involving damage or loss, we may ask you to supply photographs, proof of value or purchase, or further details of the condition of items before the move. This information helps us assess what happened and whether our service did not meet the agreed standard.

Timescales for Response

We aim to resolve most complaints within a reasonable period, depending on the complexity of the matter and the information required. Where the issue is straightforward, we will aim to provide a full response promptly after receiving all necessary details.

If your complaint is more complex or requires further investigation, we may need additional time. In these cases, we will keep you informed of progress and let you know if there are any delays, together with an updated estimate of when you can expect a full response.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a clear written response, unless a different method of communication has been agreed. Our response will set out a summary of your complaint, the steps we took to investigate, our findings, and our decision and reasons for it.

Where your complaint is upheld in full or in part, we will explain how we intend to put things right. Depending on the circumstances, this may include an apology, an explanation of what went wrong, corrective action in relation to our services or future bookings, and, where appropriate, consideration of compensation or a contribution towards repair or replacement, in line with our terms and conditions and any applicable limits of liability.

If You Are Not Satisfied With the Outcome

If you are unhappy with our final response, you may ask for your complaint to be reviewed again. In your request, please explain which parts of our decision you disagree with and provide any additional information you believe is relevant. We will then arrange for a further review, which may be handled by a different person where possible to ensure an impartial re-assessment.

After this review, we will send you a further written response setting out our final position on the matter.

Time Limits for Submitting Complaints

We recommend that you raise any issues as soon as possible after the date of your move or booking. This helps us investigate effectively while details are still fresh and any evidence or documentation is more readily available. Complaints raised after a significant delay may be more difficult to investigate and may affect the options available for resolution, particularly in relation to damage and loss claims.

Your Responsibilities

To help us deal with your complaint efficiently, we ask that you provide accurate and complete information, respond to our requests for further details within reasonable timeframes, and treat our staff with courtesy and respect throughout the process. We reserve the right to end communication where behaviour becomes abusive or threatening, although this will not affect our commitment to handling the substance of your complaint fairly.

Continuous Improvement

All complaints are recorded and monitored so that we can identify patterns and areas where our service can be improved. We regularly review our procedures, training and working practices to reduce the likelihood of similar issues arising in the future. By raising your concerns, you help us improve the quality and reliability of our removal and man and van services for all customers.

This Complaints Procedure does not affect your statutory rights or any other rights that you may have under applicable law.