Complaints Procedure
Man with Van Kingsbury Complaints Procedure
Man with Van Kingsbury is committed to providing a reliable, safe and professional removal and man with a van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right, learn from the experience and improve our service for future customers.
This complaints procedure explains how you can raise a concern about any aspect of our service, what you can expect from us in response, and how we will work with you to achieve a fair outcome.
Scope of this Complaints Procedure
This procedure covers complaints relating to our removal and man with a van services, including but not limited to local and longer-distance moves, packing and loading, transport, delivery, handling of belongings, timings, staff conduct, and administration such as bookings and invoicing.
You may use this process whether you are a domestic or business customer. We handle all complaints with the same level of seriousness and professionalism, regardless of the size or type of move.
Our Commitments to You
When you raise a complaint, Man with Van Kingsbury will:
1. Treat your complaint courteously and respectfully.
2. Acknowledge your concerns and aim to understand the issue fully.
3. Investigate the matter fairly and impartially.
4. Keep you informed of progress and likely timescales.
5. Provide a clear response, including any findings and proposed resolutions.
6. Use the feedback to help improve our removal services and internal processes.
How to Make a Complaint
We encourage you to raise any concerns as soon as possible so that we can address them promptly. Complaints can be made verbally or in writing.
Verbal complaints can be raised directly with the driver or team leader on the day of the move, or with our office team after the move. For more complex issues, or where you feel the matter has not been resolved informally, you may submit a written complaint. A written complaint helps us understand the details clearly and maintain a proper record of the issue.
When making a complaint, please provide as much relevant information as you can, including:
1. Your full name and any reference or booking details you may have.
2. The date and location of the move or service.
3. A clear description of what went wrong or did not meet your expectations.
4. Any steps already taken to try to resolve the issue.
5. What outcome or resolution you are seeking, if you have a preference.
Time Limits for Raising a Complaint
To help us investigate thoroughly, please raise any complaint as soon as practicable after the event. Issues relating to service quality, staff conduct, delays, or administration should ideally be reported within a reasonable period following the move.
Concerns about loss or damage to property should be reported as quickly as possible once discovered, so that we can review job records, speak to the team involved and, where applicable, consider any insurance processes.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will review the details and acknowledge it within a reasonable timescale. At this stage we may contact you to clarify any points or request additional information. We will explain how we intend to investigate and give an indication of when you can expect a full response.
Stage 2: Investigation
A member of our management team will investigate your complaint. This may involve reviewing booking records, job notes, photographs, inventory lists and any relevant correspondence. Where appropriate, we may speak to the staff members who carried out your move and, if needed, ask you for further information.
Our aim is to investigate fairly and objectively. We will consider whether our standards, policies and terms were followed, and whether anything could reasonably have been done differently to avoid the issue.
Stage 3: Response and Resolution
After we complete the investigation, we will provide you with a written or verbal response outlining:
1. A summary of your complaint.
2. The steps we took to investigate.
3. Our findings and conclusion.
4. Any proposed remedy or next steps.
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include an explanation, an apology, corrective action to complete or rectify work, service improvements, or, where appropriate and in line with our terms, financial redress.
Stage 4: Further Review
If you are not satisfied with our response, you may ask for a further review. In this case, another senior member of the team will reassess the complaint, the investigation carried out and the decision made. They may contact you to discuss the matter in more detail. Following this review, we will provide you with a final position on the complaint.
Complaints Involving Damage or Loss
Where your complaint involves alleged damage to property or loss of items during a removal, we will carefully examine the details. You may be asked to provide photographs, descriptions of the items, proof of ownership or value, and information about when the damage or loss was noticed.
We will compare this information with our records, inventory lists and staff reports. Any settlement relating to damage or loss will be handled in line with our service terms and any applicable insurance arrangements. We will explain clearly what we are able to offer and the reasons behind our decision.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our service, and meeting any legal or regulatory obligations we may have. We will keep accurate records of your complaint and our responses, in accordance with applicable data protection requirements.
Learning from Complaints
Man with Van Kingsbury views complaints as an important source of feedback from customers using our removal and man with a van services. We regularly review complaint trends to identify areas where we can improve our training, communication, booking processes, vehicle allocation, handling of goods and general customer experience.
By following this complaints procedure, we aim to resolve individual issues fairly and promptly, while also using the lessons learned to enhance the quality and reliability of our services for everyone.
Changes to this Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The most recent version of the procedure will always apply to new complaints raised.
If you have any concerns about this procedure or how your complaint is being handled, you are encouraged to contact us so that we can address your concerns directly.
