Complaints Procedure for Man with Van Kenton Removals

This complaints procedure explains how Man with Van Kenton manages and resolves concerns about our removal and man and van services. Our aim is to provide a clear, fair, and transparent process so that any issues are addressed promptly and professionally.

Our Commitment to Customers

We want every house move, flat move, or transport job to run smoothly. If something goes wrong, we welcome feedback and complaints as an opportunity to put matters right and improve our removal services. We are committed to:

Listening carefully to your concerns, treating all complaints seriously, investigating issues fairly and objectively, keeping you updated throughout the process, and providing a clear outcome and explanation.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may relate to:

The standard or quality of the removal or man and van service, delays in collection or delivery, conduct or behaviour of staff or contractors, damage to property or belongings, accuracy of information given before or during the service, invoicing or charges, or the handling of a previous concern.

We encourage you to raise any concerns as soon as possible so that we can address them quickly, ideally while the work is in progress or immediately after completion.

Stage 1: Informal Resolution

In many cases, issues can be resolved informally and on the spot. If you are unhappy during a move or collection, please speak directly with the driver or team leader on site and explain the problem clearly. They will do their best to resolve the matter immediately, such as adjusting how items are handled, clarifying agreed services, or reviewing the route or timing.

If the issue cannot be resolved on site, or you prefer not to discuss it with the team, you can contact our office to explain your concern. We will review the details and try to resolve the matter quickly and informally wherever possible.

Stage 2: Making a Formal Complaint

If you remain dissatisfied after informal discussion, or if the matter is serious, you may submit a formal complaint. When doing so, please provide:

Your full name, the date of the move or service, the pickup and delivery locations, a clear description of what went wrong, any relevant times, names, or job references, and details of any loss or damage and supporting evidence such as photographs or inventory notes.

We encourage you to raise your formal complaint as soon as possible, ideally within a reasonable time after the service was provided. Delays may make it harder to investigate, as staff memories fade and records may be more difficult to verify.

How We Will Handle Your Complaint

Once a formal complaint is received, we will record the details and begin an investigation. We will normally:

Acknowledge receipt of your complaint, review documentation related to the booking and service, speak with any staff or contractors involved, consider any photographs, inventories, or delivery notes you provide, and assess what happened and whether our standards were met.

We aim to provide a full response within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and explain why the investigation is taking longer.

Our Response and Possible Outcomes

Once the investigation is complete, we will send you a clear written response. This will normally include:

A summary of the issues you raised, the steps we took to investigate, our findings on what happened, and our decision on whether your complaint is upheld in full, in part, or not upheld.

Where appropriate, we may offer one or more of the following outcomes:

An apology and explanation, corrective action to put things right where possible, a review of our internal procedures or training, or consideration of compensation or a goodwill gesture, in line with our terms and any applicable limitations.

Damage, Loss and Insurance

If your complaint relates to damage or loss, we will consider any relevant terms that applied to your booking, including any declared values and limitations. To assist us, please provide clear photographs of any damage, details of the affected items, and any receipts or evidence of value where available.

Our assessment of damage or loss will take into account the condition of items before collection, how they were packed, and any specific instructions that were agreed in advance.

Escalation of Your Complaint

If you are not satisfied with our response to your formal complaint, you may ask us to review the decision. When requesting a review, please explain which parts of the outcome you disagree with and why, and provide any further information you believe is relevant.

We will arrange for a more senior member of the team, who was not involved in the original decision where possible, to reconsider your complaint and our previous response. We will then provide a final written outcome.

Using Your Feedback to Improve Our Service

All complaints and serious concerns are recorded and monitored. We review this information regularly to identify any patterns or recurring issues in our removal and man and van services. Where needed, we update our training, procedures, or communication with customers to help prevent similar problems in future.

By following this complaints procedure, our aim is to maintain a high standard of service and ensure that customers feel heard, respected, and treated fairly, wherever they use Man with Van Kenton for their move or transport needs.