Complaints Procedure

Complaints Procedure for Man with a Van Kingston Vale Services

This Complaints Procedure explains how customers of Man with a Van Kingston Vale can raise concerns about our removals and man and van services, and how we will work to resolve them. Our aim is to deal with all complaints promptly, fairly, and consistently, and to use any feedback to improve our services.

Scope of this Complaints Procedure

This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. It covers issues such as service quality, conduct of staff or contractors, damage to property or belongings, delays, cancellations, or any other aspect of the service that you are dissatisfied with.

This procedure does not affect your statutory rights under consumer legislation. You may choose to seek independent advice at any time.

Our Complaints Principles

When you make a complaint, we will:

Treat you with respect and courtesy at all times. Listen carefully to your concerns and take them seriously. Aim to resolve the matter as quickly as possible. Provide clear information about what will happen next. Keep you updated on progress where an investigation is required. Use your feedback to review and improve our removal services.

How to Make a Complaint

You can raise a complaint verbally or in writing. To help us deal with your concern efficiently, please provide the following details where possible:

Your full name. The date of your move or booking. The collection and delivery locations for your move. A clear description of what went wrong and when it happened. Details of any items involved, including a description of any damage. Any evidence that may help us investigate, for example photographs or inventory notes. What outcome you would like, for example an explanation, an apology, or a review of charges.

If you raise a complaint during a removal or man and van job, please let the driver or team leader know immediately so that they have an opportunity to address the matter on the spot where possible. You may still follow this procedure for a more formal review if you are not satisfied with the initial response.

Stages of the Complaints Process

We operate a staged approach to ensure complaints are handled in a structured and fair way.

Stage 1: Initial Response

At the first stage, a member of our team will acknowledge your complaint and aim to resolve it quickly. For most straightforward issues, such as minor service concerns or simple misunderstandings, we will seek to provide an immediate explanation or solution.

Where the issue can be resolved straight away, we will confirm the outcome to you. If you are satisfied, the complaint will be closed at this stage.

Stage 2: Formal Investigation

If your complaint is more complex or involves damage, disputed charges, alleged poor conduct, or issues that cannot be resolved on the spot, it will move to a formal investigation stage.

At this stage we may:

Review booking details, job notes, and any relevant documentation. Speak with the driver or removal team who carried out the work. Consider any photographs, inventories, or other evidence provided by you. Assess whether our usual processes and standards were followed.

We will aim to provide you with a written response setting out our findings, a clear explanation of any decision we reach, and, where appropriate, details of any proposed remedy or goodwill gesture.

Stage 3: Further Review

If you are not satisfied with the outcome of the formal investigation, you may request a further review. You should explain why you believe the previous decision was incorrect or incomplete and provide any additional information you feel is relevant.

A more senior member of our team will review the complaint, the investigation, and the decision already given. They may uphold, vary, or overturn the original decision. We will then confirm our final position to you.

Timeframes

We aim to acknowledge complaints as quickly as reasonably possible. Where a complaint can be resolved immediately, we will do so. Where a full investigation is required, the time needed will depend on the complexity of the matter, the availability of staff involved, and the volume of information to be reviewed.

If we need more time to complete our enquiries, we will let you know and provide an indication of when you can expect a full response.

Complaints Involving Loss or Damage

If your complaint involves damage to property or belongings during a removal or man and van job, we may ask for additional information to help us assess the situation. This may include:

Photographs of the damage. Evidence of the condition of the item before the move where available. Original purchase information, where relevant. Repair or replacement estimates, where appropriate.

We will consider any limitations or exclusions that were agreed before the job and the nature of the items involved. Any settlement will be assessed in line with our terms and conditions and applicable law.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will be shared only with those who need it in order to investigate and respond to your concerns. We will handle your personal data in line with our privacy commitments and applicable data protection law.

Using Feedback to Improve Our Service

We value feedback from customers across our service area, whether it is positive or highlights areas where we can do better. We regularly review complaints to identify patterns and trends, with the aim of improving training, processes, and communication for future removal and man and van jobs.

By raising your concerns, you help us maintain and enhance the quality of our services for all customers.

Your Rights

This Complaints Procedure is intended to provide a clear and fair process for resolving issues with our services. It does not remove or reduce any rights you may have under consumer protection law. You are free to seek independent advice at any point during or after our internal complaints process.

If you choose to pursue your concerns outside our internal process, the outcome may be informed by the records and information gathered during our handling of your complaint.

Review of this Procedure

We may review and update this Complaints Procedure from time to time to reflect changes in our services, relevant legislation, or best practice in complaint handling. The version in force at the time you make your complaint will apply to the handling of that complaint.