Complaints Procedure
Complaints Procedure for Man and a Van Kennington
Man and a Van Kennington is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may go wrong. When this happens, we want to hear from you so that we can put matters right and improve our services for the future.
Purpose of This Complaints Procedure
This complaints procedure explains how you can raise a concern about our removals or man and van services, what you can expect from us when you do, and how your complaint will be handled and reviewed. It applies to all customers who have used our services for moving home, office relocations, or general transport of goods.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to the booking process, communication, punctuality, conduct of staff, handling of goods, quality of service, or charges and payment. We treat all complaints seriously, whether they are made during a move, immediately afterwards, or after the job has been completed.
Principles We Follow
Our approach to complaints is based on the following principles:
We will listen carefully to your concerns and aim to understand what has happened from your point of view. We will be respectful, fair and courteous at all times. We will investigate complaints thoroughly and objectively, and we will seek to resolve issues as quickly as possible. We will keep you informed about the progress of your complaint and any actions we are taking. Where we have made a mistake, we will acknowledge it and take appropriate steps to put things right where reasonably possible.
How to Make a Complaint
You can make a complaint in writing. Please provide as much detail as possible so we can investigate properly. When submitting your complaint, it is helpful if you include:
Your full name and the name the booking was made under. The date of your move or service. The collection and delivery addresses used for the job. A clear description of what went wrong and when it happened. Details of any conversations already held with our team about the issue. Any relevant supporting information, such as inventories, photographs, delivery notes or other documents.
We encourage you to raise any concerns as soon as possible after the service has taken place, so that the relevant information and records are still easily available.
Timescales for Raising a Complaint
You should raise your complaint within a reasonable time of the issue arising. For concerns involving damage or loss of goods, we recommend that you notify us as soon as you become aware of the problem, ideally within a short period after your move has been completed. This helps us assess the situation more effectively and review the work carried out by our removals team.
How We Will Handle Your Complaint
Once we receive your complaint, we will log it and begin our internal review process. Our handling of your complaint will usually follow these stages:
First, we will acknowledge your complaint in writing. In this acknowledgement, we will confirm that we have received your concerns and advise you of the next steps. We will then investigate the issues you have raised. This may include reviewing booking records, job sheets, route and timing information, photographs, correspondence and statements from the staff members involved. We will assess all the available information to understand what happened and why.
After the investigation, we will provide you with a written response setting out our findings, any conclusions we have reached, and any proposed resolution. If we need more time to investigate thoroughly, we will inform you of this and let you know when you can expect a full response.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:
An explanation or clarification of what occurred and why. An apology where our service has fallen below our standards. Practical steps to address specific issues raised, where this is feasible. A review of our internal processes and staff training to help prevent similar issues arising in future.
Any remedy offered will be based on the particular circumstances of the complaint, the evidence available, and any applicable terms and conditions that formed part of your booking for our man and van or removals services.
Escalating Your Complaint
If you are not satisfied with the outcome of our initial investigation, you may ask for your complaint to be reviewed again. When doing so, please explain why you remain dissatisfied and indicate any aspects of the response that you believe have not been fully addressed. A more senior member of our team will then reconsider your complaint, review the information and the steps already taken, and issue a further response where appropriate.
Complaints Involving Damage or Loss
Where your complaint involves alleged damage to property or loss of goods during a move, we may request additional evidence to support your claim. This could include photographs, proof of ownership, purchase information or repair estimates. We may also review the agreed inventory or any signed documentation relating to the condition of items at collection and delivery.
All claims of damage or loss will be considered in line with our booking terms and any liability limitations that apply to removals and man and van services. We will explain how these terms relate to your specific complaint when we provide our written response.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it in order to investigate and respond. We will treat your personal information in accordance with our data protection obligations and use it only for the purpose of managing your complaint and improving our services.
Using Feedback to Improve Our Service
Even when a complaint is resolved, we carefully review the issues raised to identify any lessons that can help us improve how we deliver removals and man and van work. This may involve changes to procedures, additional staff training, or improvements to our communication and booking systems. Your feedback is an important part of maintaining and raising our service standards.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective for customers using Man and a Van Kennington. We may update it from time to time to reflect changes in our services, legal requirements or best practice in handling customer complaints.
If you have any questions about this complaints procedure or how it applies to your situation, you can contact us in writing and we will be happy to provide further information.
