Man with Van Kensal Green Complaints Procedure

Man with Van Kensal Green is committed to providing a reliable, 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 matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint and what you can expect from us at each stage.

Our Commitment to You

We aim to deal with all complaints in a fair, transparent and timely manner. We will always treat you with respect, listen carefully to your concerns and work with you to reach a reasonable resolution. We will not charge you for submitting a complaint and your service will not be adversely affected because you have chosen to raise an issue.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including collection, loading, transport, unloading and any related customer service issues. It covers matters such as delays, damage to goods, missed appointments, staff conduct, billing disputes and communication problems. It does not cover matters that are outside our control, such as road closures, severe weather or actions taken by third parties over whom we have no authority. However, even where an issue is partly outside our control, we will still do our best to assist and provide a clear explanation.

Raising a Complaint

If you are unhappy with any part of our service, we encourage you to tell us as soon as possible. In many cases, issues can be resolved quickly and informally if raised at the time they occur. You can raise a complaint verbally with a member of our team or in writing. When you contact us, please provide:

The date of the service and collection or delivery address. A clear description of what happened and why you are dissatisfied. Any relevant reference or booking details. Details of any losses or damage, including photographs where appropriate. What outcome or resolution you are seeking.

Providing full information at the outset helps us to investigate your complaint thoroughly and respond more quickly.

Informal Resolution

Where possible, we aim to resolve complaints informally at the first point of contact. The team member you speak to will listen to your concerns, check the details of your booking and, where they are able to, offer an immediate explanation or solution. This may include rearranging a service, correcting a billing error or agreeing a practical remedy. If you are satisfied with the proposed solution, we will confirm what has been agreed and take the necessary steps to implement it.

Formal Complaint Stage

If your complaint cannot be resolved informally, or you prefer a more formal review, your complaint will be logged and referred for investigation. At this stage we will:

Acknowledge your complaint and record the key points you have raised. Review booking records, driver notes, schedules and any relevant photographs or documents. Speak with any staff members involved, where appropriate. Assess what went wrong, why it happened and what can reasonably be done to resolve the matter.

We aim to provide a full written response to your formal complaint within 10 working days of receiving all the necessary information. If we need more time due to the complexity of the case, we will let you know and give you an updated timescale.

Our Response and Possible Outcomes

When we respond to your complaint, we will explain our findings clearly and in plain language. Our response will normally include:

A summary of your complaint and the issues you raised. The steps we took to investigate the matter. Our decision and the reasons for it. Any actions we will take to put things right or improve our service.

Depending on the circumstances, possible outcomes may include an apology, a practical remedy such as re-performing part of the service, a goodwill gesture or, where appropriate and in line with our terms and conditions, a contribution towards proven loss or damage. Any remedy offered will be based on the evidence available and the extent to which we are responsible for the issue.

Escalating Your Complaint

If you are not satisfied with the outcome of our formal investigation, you may request a review. To do this, you should explain why you are unhappy with our response and whether you believe we have misunderstood any facts or failed to consider relevant information. A senior member of our team will then re-examine your complaint, including the investigation already carried out and any additional points you have raised. We will aim to provide a further response within 10 working days of receiving your request for a review.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible and, in any event, no later than 28 days after the date of the service. Complaints made after this period may be more difficult to assess due to the passage of time and the availability of evidence, although we will still consider them where we reasonably can.

Data Protection and Confidentiality

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will handle your personal data in accordance with applicable data protection requirements and our privacy practices.

Using Feedback to Improve Our Service

We view complaints as an important source of feedback. We regularly review the issues raised by customers to identify patterns and opportunities for improvement, such as additional staff training, changes to procedures or clearer information about our removal services. By raising a complaint, you are helping us to enhance the quality and reliability of our service for all customers.

Alternative Options

If, after we have completed our internal complaints process, you remain dissatisfied, you may wish to seek independent advice regarding your consumer rights and any further steps that may be open to you. Any such action will not affect our continuing commitment to handle your concerns courteously and fairly.

This complaints procedure is designed to be clear, accessible and fair. If you have any questions about how it works, please contact us so we can explain it in more detail before or after your booking with Man with Van Kensal Green.