Complaints Procedure for Man with Van Kingston Customers

Man with Van Kingston is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for future customers. This page explains how you can raise a complaint, how we handle it, and what you can expect from us at each stage.

Our Approach to Complaints

We treat every complaint seriously and see it as an opportunity to learn and improve. Our goals are to respond promptly, communicate clearly, and reach a fair outcome. We aim to resolve most issues informally whenever possible, but we also have a clear formal process for situations that require a more detailed investigation.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services that requires a response. This can include concerns about service quality, timing, conduct of staff, care of your belongings, or how we have handled a previous query. Whether the issue is large or small, we encourage you to tell us so we can address it.

Raising an Informal Complaint

In many cases, issues can be resolved quickly by speaking with the team member you have been dealing with or the driver on the day of your move. If you feel able to do so, please raise your concern as soon as possible so we have the best chance of resolving it immediately. We will listen carefully, clarify what has happened, and aim to agree a practical solution with you.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer not to raise it in that way, you can make a formal complaint. When you contact us, please provide the following information so we can investigate thoroughly:

Your full name
The date of your removal or booking
Your service address and delivery address
A clear description of what went wrong
Any relevant booking references and dates
Details of any previous discussions about the issue

Please submit your complaint in writing so we have an accurate record of your concerns and can review it carefully.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. Complaints about damage to property or belongings should be raised promptly, ideally within a short period of discovering the problem. The sooner we are aware of an issue, the more easily we can gather accurate information and work towards a resolution.

How We Handle Your Complaint

When we receive a formal complaint, we follow a clear process:

Acknowledgement: We will acknowledge your complaint in writing within a reasonable timeframe so you know it has been received and is being reviewed.

Investigation: A member of our management team will investigate the matter. This may include reviewing booking details, job notes, photographs, messages, and speaking with the staff involved.

Clarification: If we need more information from you to understand the situation, we will contact you and explain what we require.

Outcome: Once the investigation is complete, we will provide a written response explaining our findings, any actions we propose to take, and the reasons for our decision.

Timescales for Responses

We aim to provide a full response to your complaint within a reasonable period. If the matter is complex and more time is required, we will let you know and provide an updated timeframe. We will keep you informed of progress so you understand what is happening at each stage.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

An explanation of what happened and why
An apology where we have fallen short of our standards
Corrective action to address any ongoing issue
Practical steps to prevent a similar problem in future

Each complaint is considered on its own facts and merits, taking into account our service terms and any relevant evidence. We will always aim to reach an outcome that is fair and reasonable.

If You Are Unhappy with the Outcome

If you are not satisfied with our final response, you can contact us again to explain which aspects of the decision you disagree with and why. We will review your feedback, consider whether any further information has come to light, and decide if any additional action is appropriate. We will then confirm our position to you in writing.

Complaints About Loss or Damage

Concerns about loss of items or damage to belongings during a move should be raised as soon as you become aware of the issue. Where possible, please provide photographs, descriptions of the items, and any relevant purchase details. This information helps us assess what has happened and consider an appropriate response in line with our service terms.

Behaviour and Expectations During the Process

We understand that moving can be stressful and that problems can be upsetting. Our team will treat you with courtesy and respect throughout the complaints process, and we ask that you treat our staff in the same way. We will not tolerate abusive or threatening behaviour towards our team members and may bring the process to a close if such behaviour occurs.

How We Use Complaints to Improve

All complaints are recorded and reviewed so we can identify patterns and areas where our removal services can be improved. This may include additional staff training, changes to procedures, or updates to our booking information. By telling us when something has gone wrong, you help us improve the experience for all customers using our man and van services in the wider area.

Data Protection and Confidentiality

Information you provide as part of your complaint will be handled in line with relevant data protection principles. We will only share your details with staff who need the information to investigate and respond. We will keep a record of your complaint and our response as part of our internal quality and auditing processes.

Final Statement

Man with Van Kingston aims to deliver a dependable, customer-focused removal service. When something does go wrong, we are committed to dealing with it openly, fairly, and promptly. If you have any concerns about our services, we encourage you to use this complaints procedure so we have the opportunity to put things right and continue to improve.