Complaints Procedure for Man With a Van Kew

Man With a Van Kew is committed to providing a reliable, professional and fair removals and transport 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. This complaints procedure explains how you can raise a concern, what you can expect from us, and the steps we will take to resolve issues.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers to express dissatisfaction with any aspect of our service, including man and van bookings, home or office moves, item handling, punctuality, or conduct of staff. We aim to resolve complaints promptly, fairly and consistently, and to use the feedback we receive to improve our removals and delivery services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received or the way in which our services have been delivered. This may include, but is not limited to:

Issues with the quality of our removal or transport service, including loading, unloading or handling of belongings. Concerns about damage to property or goods during a move. Problems with timekeeping, arrival windows or completion times. Concerns regarding the behaviour, attitude or professionalism of our staff or drivers. Disputes about charges, quotes, or additional costs applied to a job. Dissatisfaction with how a previous concern or enquiry was handled.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so we can investigate while the details are still clear. You can make a complaint verbally or in writing. When submitting a complaint, please provide the following information where possible:

Your full name and any booking reference you have. The date and approximate time of the service. The address or general location where the service took place. A clear description of what went wrong and how it affected you. Details of any damage, including a brief description of the items involved. Any supporting information that may help us understand the issue, such as photos, driver names or vehicle descriptions.

Time Limits for Making a Complaint

We ask that you submit your complaint within a reasonable period after the service has taken place. For issues involving damage to goods or property, we recommend notifying us as soon as the damage is noticed. Prompt reporting helps us investigate more effectively and keep our removals service accountable.

What Happens After You Make a Complaint

Once we receive your complaint, we will follow a structured process to ensure it is handled consistently and fairly.

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. This may be done verbally or in writing, depending on how you contacted us.

Initial Review: We will review the details you have provided, check our records for the booking, and speak with any staff involved. Where necessary, we may contact you to clarify details or request further information, such as photographs of any damage.

Investigation: We will investigate the circumstances of the service, including the agreed booking details, any changes made on the day, and the actions taken by our team. We will consider whether our usual standards and procedures were followed, and whether anything could reasonably have been done differently.

Outcome: After the investigation, we will explain our findings and any conclusions reached. Where your complaint is upheld, we will also outline the steps we propose to take to put things right or to prevent a similar issue in the future.

Timescales for Response

We aim to resolve most complaints within a reasonable timescale. The time required will depend on the complexity of the issue and whether damage assessment or further enquiries are needed. If we are unable to provide a full response within a reasonable period, we will let you know and explain why extra time is required.

Possible Outcomes and Remedies

Where a complaint is upheld, possible outcomes may include:

A clear explanation or apology where service standards have not been met. Practical steps to resolve an outstanding issue, where feasible. Review or adjustment of charges, where appropriate and justified. Consideration of goodwill gestures in line with our responsibilities and any relevant terms of service. Internal review of our procedures, staff guidance or training to help prevent similar issues.

Escalating Your Complaint

If you are dissatisfied with the outcome of your complaint or the way it has been handled, you may request that it is reviewed at a higher level within Man With a Van Kew. When requesting an escalation, please explain why you remain unhappy and what outcome you are seeking. A further review will focus on whether the original investigation was fair, thorough and in line with this procedure.

Our Commitment to Fairness and Respect

All complaints will be treated seriously, confidentially and with respect. We will not discriminate against anyone who raises a concern in good faith. We also expect our staff and customers to treat each other courteously throughout the process, even where there is disagreement about the facts or the outcome.

Using Feedback to Improve Our Service

Complaints and constructive feedback play an important role in helping us maintain and improve our man and van and removals services. We regularly review the issues raised to identify patterns, training needs and opportunities to improve our procedures, from booking and communication through to handling of possessions and completion of moves.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the services we provide. We may update it from time to time to reflect changes in our operations, customer expectations or applicable standards in the removals sector.