Complaints Procedure for Man and a Van Kentish Town
Man and a Van Kentish Town is committed to delivering a professional, reliable and fair removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We aim to handle all complaints promptly, fairly and consistently. We will always treat you with respect and listen carefully to your concerns. Our objectives in handling complaints are to understand what went wrong, resolve the issue where possible, and learn lessons that help us improve our removals and man and van services across our operating area.
What This Procedure Covers
This procedure applies to complaints relating to any service provided by Man and a Van Kentish Town, including local moves, long-distance removals, packing services, loading and unloading, and storage transfer. It covers issues such as service quality, conduct of our staff, timing and reliability of bookings, and the handling of your belongings.
This procedure does not cover employment disputes or matters that are already being dealt with by a court or another formal dispute resolution body.
Raising a Complaint Informally
Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our service on the day of your move, please speak to the team leader on site as soon as possible. They may be able to resolve the issue immediately, for example by adjusting the way work is carried out, clarifying the agreed service, or taking extra care with specific items.
If your concern arises after the move has been completed, you can contact our office and ask to speak to the person responsible for customer service. We will always try to resolve your complaint informally first, as this is usually the quickest and simplest way to reach a solution.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer to make a formal complaint from the outset, please submit your complaint in writing. You should do this as soon as reasonably possible after the event, ideally within 14 days of the service being provided.
When making a formal complaint, please include the following information so we can investigate effectively:
• Your full name and the address where the service took place
• The date and approximate time of the service or incident
• A clear description of what went wrong and how it has affected you
• The names or roles of any staff involved, if known
• Any supporting information, such as photographs, inventory details or written notes
• What outcome or resolution you are seeking, if you have a particular remedy in mind
How We Handle Your Complaint
Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. We will review the details and may contact you if we need further information or clarification. An appropriate member of our management team will investigate your complaint, which may involve speaking to staff who were present on the job, reviewing job sheets and booking records, and examining any photographs or evidence you have provided.
We aim to provide a full response to your complaint within 14 working days of acknowledging it. If, for any reason, we need more time to investigate, we will let you know and explain the reasons for the delay, together with an updated timescale for our response.
Outcomes and Resolutions
After we have completed our investigation, we will write to you setting out our findings, our decision, and any proposed actions. Possible outcomes may include:
• An explanation or clarification, if there has been a misunderstanding
• An apology, where we accept that our service has fallen short of our standards
• Corrective action, such as staff training or changes to our processes
• A practical remedy, which may include a gesture of goodwill or other appropriate resolution
We will always explain the reasons behind our decision and how we reached our conclusions, based on the information available.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may request a further review. In this case, your complaint and our initial response will be reconsidered by a different member of our management team where possible. They will assess whether the original investigation was fair, thorough and reasonable in light of the evidence.
Following this review, we will provide a final written response. This will explain whether our original decision is upheld or varied, and any additional actions we may take. This final response marks the end of our internal complaints process.
Time Limits and Evidence
We encourage customers to raise complaints promptly, as this increases the chances of a satisfactory resolution. The longer the delay, the harder it may be to obtain accurate information or supporting evidence. Where there is a significant delay in reporting a complaint, we may limit the scope of our investigation to what can reasonably be verified from available records.
We may ask you to provide photographs, inventories, receipts or other documentation to support your complaint, particularly where damage or loss is alleged. Providing clear evidence helps us to investigate faster and reach a fair decision.
How We Use Complaints to Improve
Feedback and complaints are an important part of how Man and a Van Kentish Town improves its removals and man and van services. We review complaints regularly to identify patterns, recurring issues or areas where our service can be strengthened. This may lead to additional staff training, updates to our procedures, or changes in how we plan and manage moves across our service area.
By following this Complaints Procedure, we aim to ensure that every concern is taken seriously and handled professionally. We appreciate the time you take to tell us when something has gone wrong, and we are committed to using that information to provide a better, more reliable service in the future.
