Complaints Procedure for Man with Van Kingston upon Thames
This complaints procedure explains how customers of our man and van and small removals services can raise concerns and how we will respond. Our aim is to handle every complaint fairly, consistently and as quickly as possible, while keeping you informed at each stage.
Our Commitment to Handling Complaints
We recognise that, despite our best efforts, things can occasionally go wrong during a move or transport service. When that happens, we want to know about it so that we can put matters right and improve our service. We treat all complaints seriously, whether they relate to punctuality, handling of items, conduct of staff, charges, or any other aspect of our work.
We are committed to:
Listening carefully to your concerns and treating you with respect and courtesy at all times.
Investigating issues thoroughly and objectively.
Providing clear and timely responses, with explanations for our decisions.
Offering appropriate remedies where a complaint is upheld.
Using feedback to prevent similar issues arising in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you ask us to review or put something right. Examples may include:
Damage or loss of items during loading, transport or unloading.
Delays, missed time slots or other scheduling problems.
Disagreements about agreed prices, additional charges or scope of work.
Concerns about the conduct, attitude or behaviour of team members.
Service falling below the standard you reasonably expected based on our agreement.
You do not need to use specific language or legal terms. If you tell us that you are unhappy and want us to look into it, we will treat this as a complaint.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we are happy to deal with complaints in any format, written complaints are helpful because they allow us to review all details carefully.
When submitting a complaint, please provide:
Your full name and the address where the service was carried out.
The date of your move or transport service.
A clear description of what went wrong and when it occurred.
Details of any items involved, including approximate value if relevant.
Copies of any supporting information you may have, such as photographs of damage or written quotations.
What you would consider to be a fair outcome or resolution.
Providing this information at the outset helps us to investigate promptly and thoroughly.
Timescales for Raising a Complaint
You should let us know about any immediate concerns, such as visible damage or missing items, as soon as you notice them. We recommend raising formal complaints within seven days of the service being completed wherever possible, especially when physical items are involved.
If you report a problem after this period, we will still review the matter, but it may be more difficult to gather evidence or trace events, and this could affect the options available for resolution.
Our Complaints Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it and carry out an initial review. We aim to acknowledge complaints promptly and to gather any further essential details we might need from you to begin our investigation.
At this stage we will:
Confirm that we have received your complaint.
Identify the key issues you have raised.
Explain the next steps and how long our investigation is likely to take.
Stage 2: Investigation
We will then investigate your complaint in detail. This may include:
Reviewing booking information, quotations and any written agreements.
Checking job sheets, schedules and vehicle logs relating to your move.
Speaking with the driver and team members who attended.
Reviewing any photographs or other evidence you or our team provide.
We aim to complete our investigation and provide a full response within a reasonable timeframe. If the matter is complex or requires more time, we will let you know and keep you updated on progress.
Stage 3: Response and Outcome
When our investigation is complete, we will send you a clear written response which sets out:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and whether we uphold your complaint in full, in part, or not upheld.
Any remedy, explanation or apology we are offering.
Where appropriate, remedies may include practical solutions, partial or full refunds, or other fair and proportionate measures. We will also explain how you can respond if you remain dissatisfied.
If You Are Not Satisfied with the Outcome
If you believe your complaint has not been resolved fairly, you may ask us to review the decision. When requesting a review, please explain which parts of our response you disagree with and provide any additional information you feel is relevant.
We will arrange for a further review of your complaint, which may involve someone who was not directly involved in the original investigation. After this review, we will provide a final response setting out our position.
Confidentiality and Data Protection
All complaints are handled in line with applicable data protection requirements. Information you provide will be used only for the purposes of investigating and resolving your complaint, as well as improving our removal and transport services. We will keep details of your complaint secure and share them only with those who need to see them in order to manage the process properly.
Continuous Improvement
We review complaints regularly to identify patterns and areas where our man and van or small removals services can be improved. Lessons learned from complaints may result in changes to staff training, customer communication, handling procedures, scheduling systems or other aspects of our operations. By raising concerns, you help us to maintain and improve standards for all customers.
We appreciate the opportunity to resolve any issues directly with you and are committed to treating every complaint fairly, reasonably and with a focus on practical solutions.
