Complaints Procedure

Complaints Procedure for Man with Van Kennington

Man with Van Kennington is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we work to resolve issues fairly and promptly.

Our Commitment to You

We aim to deliver a smooth moving experience for every customer. When you raise a complaint, we will treat you with respect, listen carefully to your concerns, and handle your case impartially. Our focus is on resolving problems, learning from them, and improving our service for future moves across our service areas.

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Kennington, including house moves, flat moves, small removals, office relocations, furniture transport, and related loading and unloading. You can use this procedure to complain about any part of our service, including booking, communication, punctuality, conduct of staff, handling of goods, and after-move support.

How to Raise a Complaint

You can raise a complaint as soon as you feel something has gone wrong with our removals or man and van service. We encourage you to raise concerns as soon as possible so that we can address them quickly and effectively.

Stage 1: Informal feedback

If you feel comfortable, please raise the issue directly with the driver or team leader on the day of the move. Many problems can be resolved immediately on site, such as minor timing issues, loading concerns, or queries about the agreed job scope.

Stage 2: Formal complaint

If the matter cannot be resolved informally, or you prefer not to speak to the team on the day, you can submit a formal complaint in writing to our office. In your complaint, please include:

A clear description of what happened and why you are unhappy

The date and time of your move

The collection and delivery locations involved in the job

Any relevant booking reference and the name under which the booking was made

Details of any damage, delay, or other issues you wish to highlight

What outcome you are seeking, for example an explanation, apology, or consideration of compensation

Time Limits for Complaints

To help us investigate effectively, we ask that you submit your complaint as soon as reasonably possible. Where your complaint relates to damage or loss of items during a removal, you should notify us as soon as you become aware of the issue. Prompt notification allows us to check schedules, speak to the crew, and review any relevant information about the move.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process designed to be clear and fair.

Acknowledgement

We will acknowledge receipt of your complaint in writing. In our acknowledgement, we will confirm that we have received your concerns and will begin our investigation. We will also give you an indication of the expected timescale for a full response.

Investigation

We will review the details of your complaint carefully. This may include:

Checking booking records, job sheets, and notes from the move

Speaking with the driver and any crew members involved

Reviewing any photographs or evidence you have supplied

Considering relevant terms and conditions connected with your removal

During the investigation, we may contact you for further information or clarification so that we fully understand your experience and what you are seeking.

Outcome and Response

After the investigation, we will provide a written response that sets out:

A summary of your complaint

The steps we have taken to investigate it

Our findings and any conclusions we have reached

Any actions we will take to put things right, if appropriate

Any service improvements we will consider as a result of your feedback

We aim to respond within a reasonable timeframe. If, for any reason, our investigation takes longer, we will keep you updated on the progress and revised timescales.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the findings of our investigation, outcomes may include one or more of the following:

An explanation about what happened and why

A sincere apology where our service has fallen short

Corrective action for future bookings or ongoing work

Consideration of compensation in line with our terms and conditions and any applicable limits

Service improvements to our booking procedures, staff training, or on-the-day operations

Every complaint is assessed on its own merits, taking into account the evidence available and the specific circumstances of the job.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may ask us to review the decision. In doing so, please explain which parts of the response you disagree with and why you feel the matter remains unresolved. We will then arrange for a further review, which may be handled by a different member of the management team to ensure fairness.

Use of Your Feedback

We treat all complaints as an opportunity to improve our removals and man and van services. Trends and recurring issues are monitored so that we can identify areas where additional training, clearer communication, or changes to procedures may be needed. Your feedback helps us to provide a more reliable and efficient service across our operating areas.

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 resolve the matter. We will store and process any personal data you provide in line with our data protection obligations and internal policies.

Policy Review

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. Any updates will apply to future complaints and will be reflected in our internal guidance so that our team can continue to handle customer concerns professionally and consistently.

By using our services, you can be confident that if something does go wrong, Man with Van Kennington has a structured and transparent process in place to listen to you and work towards a fair resolution.