Complaints Procedure for Man with Van Kingston upon Thames

This Complaints Procedure explains how customers can raise concerns about our man and van and removal services, and how we will respond. We aim to provide a clear, fair, and transparent process so that any issues are dealt with promptly and professionally.

Our Commitment to You

Man with Van Kingston upon Thames is committed to delivering a reliable and careful moving service. If something goes wrong, we want to know about it so that we can put matters right where possible and learn from the experience. All complaints are treated seriously, handled with respect, and used to improve our services.

What This Procedure Covers

This procedure covers complaints relating to our man and van and removals services, including but not limited to:

Service quality during collection, transport, and delivery of items

Timekeeping, delays, or late arrival

Conduct and behaviour of our staff or drivers

Handling, loading, unloading, and protection of your belongings

Disputes about pricing, charges, or agreed services

Any other concern about how our removal service has been provided

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while details are still fresh.

Verbal Complaints

If you are comfortable doing so, you may raise your concern directly with the team on the day of your move. Many issues can be resolved quickly on site. If the matter cannot be resolved immediately, or you are not satisfied with the response, you can escalate the complaint in writing so that it can be reviewed formally.

Written Complaints

For a formal complaint, please contact us in writing and provide as much detail as possible. Include your full name, service address, date of the move, and a clear description of the issue. It is helpful if you set out what you would like us to do to resolve the matter. Photographic evidence or copies of relevant documents can assist our investigation where appropriate.

Information We Need From You

To investigate your complaint efficiently, we ask that you provide:

Your full name and the address where the service was carried out

The date and approximate time of the service

A description of the service booked, such as man and van hire or full removal

A clear explanation of what went wrong and when it occurred

Details of any conversations already held with our team about the issue

Details of any loss, damage, or additional costs you believe were caused

Our Complaints Handling Process

Once we receive your complaint, we will follow these steps:

1. Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. At this stage we may ask for further information if anything is unclear or if we need more detail to investigate properly.

2. Investigation

A member of our management team will review your complaint and carry out an investigation. This may include speaking to the driver or crew involved, checking booking records and job notes, reviewing any photographs, and considering any relevant terms and conditions that applied to your booking.

3. Response and Outcome

Once our investigation is complete, we will provide you with a written response. This will set out:

Our understanding of your complaint

The steps we took to investigate the matter

Our decision and, where appropriate, any proposed remedy or goodwill gesture

Any changes we intend to make to our practices as a result of your feedback

Timeframes

We aim to acknowledge complaints promptly and to resolve them as quickly as possible. Many straightforward complaints can be resolved within a short period. More complex matters, particularly those involving alleged loss or damage to items, may take longer to investigate. If we need more time, we will keep you informed of our progress and explain the reasons for any delay.

Loss and Damage Complaints

If your complaint relates to loss of or damage to your belongings, please notify us as soon as you discover the issue. Where possible, keep the item in its post-move condition and take clear photographs. This will help us assess what has happened and whether any compensation may be appropriate in line with our terms and conditions and any applicable limitations or exclusions.

Fairness and Confidentiality

All complaints are handled fairly, without discrimination or prejudice. We will treat your information confidentially and only share it with those who need to know in order to investigate and respond to your complaint.

If You Are Not Satisfied

If you remain dissatisfied after we have completed our investigation and provided a final response, you may let us know and explain why you do not agree with the outcome. We will review any new information you provide and consider whether further action is appropriate. Our aim is always to reach a reasonable and fair conclusion that reflects the circumstances of the complaint and our obligations as a removal service provider.

Using Complaints to Improve Our Service

We value all feedback, whether positive or negative. Complaints help us identify areas where our man and van and removals services can be improved, including planning, communication, staff training, vehicle preparation, and the protection of goods in transit. We review complaints data periodically to look for patterns and to implement improvements so that similar issues are less likely to happen again.

Updates to This Procedure

We may amend this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable guidance relating to removal companies. Any updates will apply to complaints raised after the revised procedure is published.

Contacting Us About a Complaint

If you wish to raise a concern or make a complaint about Man with Van Kingston upon Thames, please contact us using the usual contact details shown on our website or booking documents. Please make it clear that you are making a complaint so that we can refer it to the appropriate person for review.