Complaints Procedure for Man with Van Kentish Town

Man with Van Kentish Town is committed to providing a reliable, professional and respectful moving and transport 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 respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair route to raise any dissatisfaction with our services. It applies to all work we carry out, including small man and van jobs, home removals, flat moves, office relocations and transport of single or multiple items. We use complaints as an opportunity to put things right, improve our service, and prevent similar issues from happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This can include, for example:

Concerns about punctuality or reliability of our teams.

Issues with the care taken when handling, loading or unloading your belongings.

Disagreement about charges, quotes, invoices or payment terms.

Problems linked to communication, conduct, or behaviour of staff or drivers.

Concerns about how we have handled a previous enquiry or complaint.

If you are unsure whether your issue is a complaint or a simple query, you can still raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for both parties to track and reduce misunderstanding, but we understand that is not always convenient. When making a complaint, please include:

Your full name and, if applicable, the name of the person who booked the service.

The date and approximate time of the job, and the collection and delivery areas.

A clear description of what went wrong and what outcome you are seeking.

Any relevant supporting information you may have, such as inventory notes, photographs, or details of prior conversations.

If you make a complaint verbally, we may ask you to confirm the key details in writing so that we can accurately record and respond to your concerns.

Time Limits for Raising a Complaint

We encourage customers to raise complaints as soon as reasonably possible so that we can investigate while details are still fresh. Ideally, complaints should be raised within 14 days of the job being completed or the issue arising. Complaints raised after a longer period may be harder to investigate, however we will still review them and give a considered response.

How We Handle Your Complaint

We aim to acknowledge all complaints promptly. Once we receive your complaint, the following steps will normally apply:

Initial acknowledgement: We will confirm that we have received your complaint and outline the next steps in the process. Where possible, we will provide an estimated timescale for our investigation and response.

Investigation: A member of our management or supervisory team will review your complaint. This may include speaking with staff involved in the job, checking booking records and notes, reviewing any photographs or documentation, and considering relevant terms and conditions.

Request for further information: If we need more details to understand your complaint fully, we will contact you to request clarification or additional information.

Outcome and response: Once the investigation is complete, we will respond to you with our findings. Where we agree that something has gone wrong, we will explain what happened and what we propose to do to put matters right, where reasonably possible.

Timescales for Responses

We aim to provide a full written response within 14 days of acknowledging your complaint. In more complex cases, or where we are waiting on further information, this may take longer. If more time is required, we will let you know and keep you updated on progress until the matter is resolved.

Possible Outcomes and Remedies

Depending on the nature and circumstances of your complaint, possible outcomes may include:

A clear explanation or apology where we find that something has gone wrong.

Putting right a practical issue where this is still possible, such as collecting overlooked items or completing agreed work.

A review or adjustment of charges where appropriate and justified.

Changes to internal procedures, staff training or supervision to improve our service.

In all cases we will explain the reasons for the outcome we reach, and how it relates to our service standards and terms of business.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed again. An alternative member of the management team will, where possible, re-examine the case, including the original investigation, evidence and outcome. The reviewing person may uphold the original decision, overturn it, or propose an alternative resolution. We will then provide you with a final response.

Our Commitment to Fairness and Confidentiality

All complaints are handled fairly, consistently and without discrimination. We will not treat you less favourably because you have raised a complaint. Information you provide in relation to a complaint will be handled sensitively and used only for the purpose of dealing with your concerns, training, and improving our services, in line with applicable data protection principles.

Using Feedback to Improve Our Service

Feedback, including complaints, is a valuable tool for improving our removal and transport services. We regularly review complaints to identify patterns, such as recurring issues with scheduling, handling, or communication, and take appropriate steps to address them. By following this procedure, we aim to maintain a high standard of service for customers using Man with Van Kentish Town for moves of all sizes across the wider area.