Complaints Procedure for Man with Van Kingston

This Complaints Procedure explains how you can raise a concern about the services provided by Man with Van Kingston and how we will manage, investigate, and resolve your complaint. It applies to all customers who use our moving and removal services, including local and longer-distance journeys, residential moves, and light commercial moves.

Our Commitment to You

We aim to deliver a reliable, careful, and professional removal service at all times. If something goes wrong, we want to know about it so that we can put matters right and improve our service. We will treat every complaint seriously, handle it fairly, and aim to resolve it as quickly as possible.

We will:

Listen to your concerns and treat you with respect and courtesy at all times.

Investigate your complaint promptly and impartially.

Keep you informed about the progress of your complaint.

Offer a clear explanation and, where appropriate, a suitable remedy.

Use feedback to improve our removal and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, or conduct, whether you consider the issue to be minor or serious. This may include, for example:

Concerns about punctuality, reliability, or attendance on the agreed date.

Issues with how items were handled, packed, loaded, or unloaded.

Damage or loss of items during collection, transit, or delivery.

Disputes about charges, invoices, or quoted services.

Concerns about staff behaviour, communication, or professionalism.

Any other matter where you feel our service did not meet the standard you expected.

How to Make a Complaint

You can make a complaint verbally or in writing. While we accept verbal complaints, we encourage you to put your complaint in writing so that we can keep a clear record of the issues and respond in detail.

When you contact us with a complaint, please provide as much information as possible, including:

Your full name and any booking or job reference you were given.

The date of the removal or man with a van service.

The address where the service took place and the delivery address.

A clear description of what went wrong and when it happened.

Details of any damage, loss, delay, or other issues.

What you would consider to be a fair resolution, if you have a particular outcome in mind.

Timescales for Raising a Complaint

We ask that you raise your complaint as soon as possible after the issue occurs so that we can investigate while details are still recent and easier to verify. For damage or loss of items, we recommend that you notify us within a reasonable period of discovering the problem and include any supporting information you may have.

How We Will Handle Your Complaint

When we receive your complaint, we will follow these steps.

First response

We will acknowledge your complaint as soon as reasonably possible. For written complaints, we will confirm that we have received your message and that we are looking into the matter.

Initial review

We will review the details you have provided, check the booking information, and speak with any members of staff involved in your move. If necessary, we may contact you to clarify certain points or to request further details or evidence.

Investigation

We will look into what happened, including checking schedules, route details, job sheets, photographs, or any records we hold related to your service. Our aim is to establish the facts fairly and objectively.

Outcome and response

Once our investigation is complete, we will provide you with a clear response, explaining:

Our understanding of what happened.

Whether we consider your complaint to be upheld, partially upheld, or not upheld.

Any remedial steps we will take, which may include an apology, practical steps to put things right where possible, or other appropriate measures in line with our terms and conditions.

Possible Resolutions

The action we take will depend on the nature of your complaint and the outcome of our investigation. Where we identify that something has gone wrong, we may offer:

An explanation of what happened and why.

A sincere apology.

Practical steps to remedy the situation where this is possible.

Internal changes to our processes, training, or service arrangements to reduce the risk of similar issues occurring again.

Any financial or other compensation will be considered in line with our contractual terms, service limits, and any applicable conditions that apply to your booking.

Escalating Your Complaint

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In doing so, please explain:

Why you are unhappy with the outcome or explanation provided.

Any information you believe we may have overlooked.

What you feel would be a fairer or more appropriate resolution.

We will then conduct a further review where appropriate and provide a final position.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about your booking and the issues you have experienced.

Respond to our requests for additional details or evidence in a timely manner.

Treat our staff with respect and allow us reasonable time to investigate matters properly.

Using Complaints to Improve Our Service

We use information from complaints and customer feedback to review and improve the quality of our man and van and removal services. This may include additional training, changes to our procedures, and adjustments to how we plan and carry out moves. By raising your concerns, you help us maintain a high standard of service for all customers.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The version published on our website will always be the one that applies at the time you submit your complaint.

If you have any questions about this Complaints Procedure, or if you require assistance in making a complaint, please contact us using the details on our contact page and we will do our best to help.