Complaints Procedure for Man With a Van Kingsbury

Man With a Van Kingsbury is committed to providing a professional and reliable 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 handle your complaint, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to all customers who use our moving, man and van, and related services. It covers issues such as service quality, conduct of staff or drivers, handling of goods, punctuality, and any other concern arising from the services we provide.

This procedure does not cover general enquiries, requests for quotes, or routine service questions, which should be raised through our normal customer service channels.

Our Commitment to You

When you raise a complaint with Man With a Van Kingsbury, we will:

Listen to your concerns and treat your complaint seriously and respectfully.

Acknowledge and record your complaint accurately.

Investigate the matter fairly and impartially.

Seek to resolve the issue as quickly as possible.

Use your feedback to improve our removal services and customer experience.

How to Make a Complaint

You can make a complaint in writing or by speaking to a member of our team. When submitting a complaint, please provide as much relevant information as possible so that we can investigate effectively. This may include:

Your full name and preferred contact details.

The date and approximate time of the service or incident.

The collection and delivery addresses relevant to the booking.

A clear description of the issue you experienced.

Any reference numbers, booking confirmations, or invoices related to your move.

Details of any losses, damage, or inconvenience you believe you have suffered.

Where possible, please raise your complaint as soon as you become aware of the problem, and in any event within a reasonable time of your move or service date. Complaints about damage to goods should be reported promptly so that we can properly review the circumstances and any evidence.

Stages of the Complaints Process

1. Initial Acknowledgement

Once we receive your complaint, we will record the details and arrange for it to be reviewed by a responsible member of our team. We aim to acknowledge your complaint within a reasonable time frame, confirming that it has been received and is being looked into.

2. Investigation

An investigation will be carried out to understand what has happened. This may involve:

Reviewing your booking information and any related documentation.

Speaking to the driver or removal team involved in your job.

Checking any notes or records created at the time of the service.

Assessing photographs, inventory lists, or other evidence you may have supplied.

Throughout the investigation stage, we may contact you if we require further details or clarification. Providing prompt and complete information will help us resolve the matter more efficiently.

3. Response and Outcome

After the investigation is complete, we will provide you with a clear response setting out:

Our understanding of your complaint.

The findings of our investigation.

Any action we propose to take to resolve the matter.

Where appropriate, possible remedies might include an explanation, an apology, corrective action, or, where justified and in line with our terms and conditions, a form of financial settlement. Any outcome will be guided by the facts of the case and our contractual obligations.

Timeframes

We aim to resolve complaints as quickly as is reasonably possible, depending on the complexity of the issue and the availability of information. Some complaints, particularly those involving alleged damage or loss of items, may require more detailed investigation and therefore take longer to conclude. We will keep you informed of progress and advise you if we anticipate any significant delay during the process.

Your Responsibilities When Making a Complaint

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about your booking and the issue you experienced.

Retain any relevant documentation or evidence such as photographs, inventories, or receipts.

Communicate with our team respectfully and allow us a reasonable opportunity to investigate and respond.

Cooperate with any reasonable requests for further information or clarification.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response or resolution we provide, you may request that your complaint be reviewed again, setting out why you disagree with our findings or the proposed outcome. We will reconsider the matter, where appropriate, and provide a further response explaining our final position.

This internal review represents the final stage of our complaints procedure. Nothing in this procedure affects your statutory rights or your ability to seek independent advice or pursue other remedies that may be available to you under relevant law.

Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter, or where we are legally required to disclose it.

Using Feedback to Improve Our Service

We value feedback from our customers, including complaints, as it helps us identify areas where our removal services, team training, and operational procedures can be improved. We review complaints periodically to look for recurring issues or trends and to support ongoing enhancements to the way we plan, carry out, and manage moves.

By outlining this Complaints Procedure, Man With a Van Kingsbury aims to ensure that any concerns you have about our services are handled in a fair, transparent, and timely manner.