Man and Van Kentish Town Complaints Procedure

Man and Van Kentish Town 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 the future.

This complaints procedure explains how you can raise a concern or complaint, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and aim to resolve issues promptly, fairly, and consistently. Our objectives when handling a complaint are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Investigate the matter thoroughly and objectively.

Provide a clear and timely response, including any proposed solutions.

Use the outcome of complaints to review and improve our removal and man and van services.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including but not limited to:

Local and longer-distance moves.

Collection, loading, transport, unloading, and basic positioning of items.

Conduct or behaviour of our team members.

Service quality, punctuality, or communication issues.

Concerns about the handling or condition of your belongings.

If your concern relates to something outside the scope of our services, we will explain this and, where possible, direct you to an appropriate alternative point of contact.

Raising a Complaint

If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible. In many cases, problems can be resolved quickly and informally.

Step 1: Speak to the Team on the Day

Where possible, please first raise your concern with the team leader or driver on site. They may be able to resolve the issue immediately, such as adjusting how items are handled, clarifying what is included in the service, or correcting a misunderstanding.

If the issue cannot be resolved to your satisfaction on the day, or you would prefer not to discuss it with the crew, you may proceed to the next step.

Step 2: Submit a Formal Complaint

If you wish to make a formal complaint, please contact our office and provide the following details to help us investigate thoroughly:

Your full name and the address where the service was carried out.

The date of your move and, if known, your booking reference.

A clear description of the issue, including what happened and when.

Details of any conversations you have already had with our team regarding the matter.

Any supporting information you consider relevant, such as photographs of damage or a list of missing or affected items.

Please send your complaint in writing so we have a clear record of your concerns and can respond in a structured and comprehensive manner.

How We Will Handle Your Complaint

Acknowledgement

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable timeframe. Our acknowledgement will confirm that we are investigating and may request any additional information we require.

Investigation

We will then investigate your complaint. This may include:

Reviewing your booking details and any notes recorded by our office.

Speaking with the crew members involved in your move.

Reviewing any photographs, videos, or other evidence that you have provided or that we hold.

Assessing whether our agreed service description, terms, and conditions were followed.

We aim to complete our investigation and provide a full response within a reasonable period. If, for any reason, we are unable to meet this timescale, we will let you know and provide an updated timeframe.

Response and Outcome

Once our investigation is complete, we will contact you with our findings. Our written response will explain:

What we understand your complaint to be about.

What we have investigated and the evidence considered.

Our conclusion regarding whether your complaint is upheld in full, in part, or not upheld.

Any steps we propose to take to resolve the matter, which may include an apology, service improvements, or, where appropriate, a form of redress in line with our terms and conditions and any applicable insurance or cover.

If You Are Not Satisfied with Our Response

If you feel that your complaint has not been resolved appropriately, you may ask us to review the outcome. In doing so, please explain why you are unhappy with our decision or the proposed resolution, and whether there is any additional information that you believe we should consider.

We will then arrange for a further review, which may be carried out by a different person or a more senior member of the team. Following this review, we will provide a final written response.

Time Limits for Complaints

We recommend that you raise any concerns as soon as possible after your move, and in any event within a reasonable period. Prompt notification helps us to investigate more effectively, particularly where we need to speak to team members or check specific details about your removal.

Where a complaint relates to damage or loss, please refer to our terms and conditions for any specific notification periods that may apply.

Use of Information and Privacy

Any personal information you provide when making a complaint will be handled in line with our approach to privacy and data handling. We will use your information solely for the purpose of investigating and responding to your complaint, and for monitoring and improving our services.

Continuous Improvement

We review complaints on a regular basis to identify patterns, recurring issues, or areas where our man and van and removal services could be improved. Feedback from our customers, including complaints, is an important part of developing safer, more efficient, and more reliable moves.

By following this complaints procedure, we aim to ensure that your concerns are heard and addressed, and that our services across our operating area continue to meet high standards of professionalism and care.