Man and a Van Kensington Complaints Procedure
Man and a Van Kensington is committed to providing a professional, reliable and safe moving service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right where possible and improve our services for the future.
This complaints procedure explains how you can raise a concern about our removal services, what information we need from you, how we will respond, and the steps that will follow. It applies to all customers who use our man and van, house removals, flat moves, office moves and related services in our operating area.
Our commitment to you
We aim to make our complaints process clear, fair and accessible. When you raise a complaint, we will:
Listen carefully to your concerns and take them seriously.
Deal with your complaint in a courteous and respectful manner.
Investigate the issues raised in an objective and timely way.
Explain our findings and decisions clearly.
Where appropriate, offer a suitable remedy in line with our terms and conditions.
Use the experience to review and improve our services and procedures.
What is a complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Man and a Van Kensington, whether this relates to booking arrangements, the conduct of our staff, the way your belongings were handled, punctuality, communication, or any other aspect of our removal and transport services.
We encourage you to raise any concerns as early as possible. Many issues can be resolved quickly and informally if we are given the opportunity to address them at the time they arise.
Informal resolution
If you have a concern during your move or shortly afterwards, please speak directly with the team leader or driver on the day, or with your usual office contact if you have one. They may be able to resolve the issue straight away, for example by adjusting how the move is being carried out or clarifying any misunderstanding about the service agreed.
If your concern cannot be resolved informally, or you remain dissatisfied after discussing it, you may choose to make a formal complaint using the procedure set out below.
How to make a formal complaint
To help us investigate your complaint effectively, please provide the following information when you contact us:
Your full name and the address where the service was provided.
The date of your move and, if known, your booking or reference number.
A clear description of the problem and when it occurred.
Details of any conversations you have already had with our staff about the issue.
Any relevant supporting information, such as photographs or inventory notes.
Complaints should be raised as soon as reasonably possible after the event. This allows us to investigate while the details are still fresh and any evidence is available. Where damage to property or belongings is involved, we may ask for photographs and details of the items affected.
Stage one: acknowledgement and initial review
Once we receive your complaint, we will log it in our internal system and arrange for an initial review. We will acknowledge your complaint and confirm that it is being investigated. At this stage we may contact you for clarification or to request any further information we need.
We will aim to complete the initial review and provide a response within a reasonable timescale, taking into account the nature and complexity of the complaint. Where a full investigation will take longer, we will let you know and keep you updated.
Stage two: investigation and response
Your complaint will be investigated by a member of our management team who was not directly responsible for the issue you have raised wherever practical. The investigation may include:
Reviewing booking records, job sheets and any written notes.
Speaking with the removal team and office staff involved.
Reviewing photographs, inventories or other evidence provided by you or our staff.
Considering our terms and conditions and relevant internal policies.
Once the investigation is complete, we will send you a written response setting out:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and any conclusions reached.
Any remedy we are prepared to offer, if appropriate.
Any changes we plan to make to our procedures as a result of your complaint.
Possible outcomes and remedies
The outcome of a complaint will depend on the specific circumstances and on the terms and conditions agreed at the time of booking. Possible outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology where our service has fallen below the standard we aim to provide.
Practical steps to remedy the situation where possible.
Consideration of compensation, goodwill gestures or other forms of redress where appropriate and in line with our contractual obligations.
Our decision will always take into account the evidence available, any limitations set out in our terms, and the extent of our responsibility for the issue raised.
If you remain dissatisfied
If you are not satisfied with the outcome of your complaint after receiving our written response, you may ask for the matter to be reviewed by a senior member of our team. They will consider the handling of your complaint, the evidence relied upon and the decision reached. They may uphold the original decision, vary it or request further investigation.
We will inform you of the outcome of this final internal review and explain our reasons. Once this step has been completed, our internal complaints procedure will be considered exhausted.
Our approach to learning and improvement
We take all complaints seriously and view them as an opportunity to learn. Information from complaints is reviewed regularly to identify patterns and areas where our removal services, staff training, communication or procedures can be improved. This helps us to maintain and enhance the quality of our man and van services across our operating area.
Accessibility and support
If you need help to make a complaint, or if you require information in a different format, please let us know when you contact us. We will make reasonable efforts to support you in raising your concerns and ensuring they are properly understood.
This complaints procedure is intended to provide a clear and fair process for all customers of Man and a Van Kensington. We appreciate the time you take to share your feedback and will always do our best to respond constructively and professionally.
