Complaints Procedure
Man and a Van Kingston Complaints Procedure
Man and a Van Kingston is committed to delivering reliable and professional removal services. We aim to resolve any concerns quickly, fairly, and in a transparent manner. This Complaints Procedure explains how you can raise an issue, what information we need from you, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and accessible route for customers to raise complaints about our removal and transport services. It covers issues arising before, during, or after your move, including booking, handling of belongings, punctuality, conduct of staff, and any other aspect of our service delivery.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service where you would like a response or resolution. This may include, but is not limited to:
Concerns about how your belongings were handled or transported.
Issues with timings, delays, or missed appointments.
Disputes about charges, quotes, or invoices.
Concerns about the conduct, attitude, or behaviour of our team members.
Any situation where you feel our service has not met the standard you reasonably expected.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage complaints to be made in writing wherever possible, as this helps us fully understand the issue and keep an accurate record of our communication.
When submitting your complaint, please provide the following information to help us investigate efficiently:
Your full name and the address where the service took place.
The date of your move or booking.
A clear description of what went wrong and when it happened.
Names or descriptions of any team members involved, if known.
Details of any damage, loss, or other impact you have experienced.
What outcome or resolution you are seeking, if you have a specific request.
Time Limits for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible after the event, so that we can investigate while information is still clear and available. For issues involving damage or loss of items, we recommend that you notify us within a reasonable time after your move so that we can assess the situation promptly.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. If your complaint is made verbally, we will confirm our understanding of the issue with you and may ask you to put key details in writing so that nothing is missed.
Stage 2: Investigation
Your complaint will be reviewed by a person with appropriate responsibility within Man and a Van Kingston. The investigation may include:
Reviewing your booking details and service records.
Speaking with the staff involved in your move.
Examining any relevant documents, job sheets, or images.
Assessing any evidence you have provided, such as photographs of damage.
We will aim to complete our investigation within a reasonable period, depending on the complexity of the complaint. If we anticipate any delay, we will let you know and explain why.
Stage 3: Response and Outcome
Once our investigation is complete, we will provide you with a clear response. This will typically include:
A summary of your complaint as we understand it.
Details of the steps we took to investigate.
Our findings and decision.
Any offer of remedy or redress where appropriate.
Examples of possible outcomes may include an explanation, an apology, corrective action, a service improvement, or in some cases a financial gesture or contribution, depending on the circumstances and our responsibilities.
If You Are Not Satisfied with Our Response
If you are unhappy with the outcome of your complaint at the initial stage, you may request that your complaint be reviewed again. When asking for a review, please explain why you are not satisfied with the first response and highlight any information you feel was overlooked.
A more senior person within Man and a Van Kingston will then reassess your complaint, along with the previous investigation and any additional information you provide. We will then issue a final response to you.
Our Commitment to Fairness and Respect
We treat all complaints seriously and handle them with professionalism and respect. We do not tolerate abusive or threatening behaviour towards our staff, and in rare cases we may limit communication channels if behaviour becomes unreasonable. However, this will not affect our obligation to consider any genuine complaint about our removal services in good faith.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be treated as confidential and used only for the purpose of investigating and resolving your complaint, training our staff, and improving our services. We will handle your personal data in line with applicable data protection requirements.
Continuous Improvement
We welcome feedback, including complaints, as an important way to improve how we operate across our service area. Lessons learned from complaints may result in additional staff training, changes to our procedures, or updates to our terms and conditions. By following this Complaints Procedure, we aim to handle every concern constructively and to enhance the reliability of our man and van and removals services.
This Complaints Procedure does not affect your statutory rights.
