Complaints Procedure for Man With a Van Kentish Town

Man With a Van Kentish Town is committed to providing reliable, professional and fair removal services for all customers. We understand that, on occasion, things can go wrong. When they do, we want to know about it so we can put matters right, learn from the experience, and improve our man and van 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 your complaint.

Our Commitment to You

We aim to handle all complaints about our removal services promptly, fairly and consistently. We will listen to your concerns, investigate them thoroughly and respond in clear, plain language. We will also treat you with courtesy and respect throughout the process and expect the same in return for our team members.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our man and van service, the conduct of our staff, or any part of your experience with Man With a Van Kentish Town, where you would like a response or resolution. This can include issues such as service quality, delays, handling of belongings, billing disputes, or communication problems.

How to Make a Complaint

You can raise a complaint about our removal services in the way that is most convenient for you. You may contact us in writing or speak to us directly. To help us understand and resolve your complaint as quickly as possible, please provide the following information where you can:

• Your full name and any reference or booking details
• The date and location of the service carried out
• A clear description of what went wrong and when it happened
• Details of any damage, loss, delay or other issue experienced
• Any steps you have already taken to resolve the matter
• What you would consider to be a fair outcome

If you raise your complaint verbally during or immediately after the move, our aim is to resolve it informally on the spot wherever possible. If it cannot be resolved immediately, we will move the matter into our formal complaints procedure.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an initial review. We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated. In this acknowledgement, we will explain who is handling your complaint and when you can expect a further response.

We may contact you for additional information or clarification at this stage, particularly where the complaint involves complex removal arrangements, multiple properties, or potential damage or loss of items.

Stage Two: Investigation and Response

We will carry out a fair and thorough investigation into the issues you have raised. This may include speaking to the removal team involved, reviewing any job notes, schedules or inventory records, and considering any photographs or documents you have supplied. Where relevant, we may also request further evidence from you to help ensure a complete understanding of the situation.

Once the investigation is complete, we will provide you with a written response. This response will set out:

• A summary of your complaint
• The steps we took to investigate it
• Our findings and conclusion
• Any proposed resolution or actions we will take

We aim to respond to complaints within a reasonable and proportionate timescale, taking into account the nature and complexity of the issues involved.

Possible Outcomes and Resolutions

Where our investigation shows that we have not met the standards we aim to deliver, we will take appropriate steps to put things right. Depending on the circumstances, this may include:

• An explanation and, where appropriate, an apology
• Correcting errors in invoices or charges
• Reviewing or improving working practices and training
• Considering compensation or a goodwill gesture where justified

All outcomes are assessed on a case by case basis, taking account of the specific details of the removal service provided, the terms agreed, and any evidence available.

Stage Three: Escalating Your Complaint

If you are not satisfied with the outcome of Stage Two, you may request an internal review of your complaint. To do this, you should explain why you are unhappy with our response and what you believe has not been properly considered. We will arrange for a more senior member of our team, who was not directly involved in the original service, to review both the complaint and our previous decision.

Following this review, we will provide you with a final response, confirming whether we uphold or change the original decision and explaining the reasons behind this.

Time Limits for Complaints

You should raise any complaint relating to our man and van or removal services as soon as reasonably possible after the issue occurs. Doing so while details are fresh and information is still available helps us to investigate more effectively and increases the chances of a satisfactory outcome.

Where a complaint is raised after a significant delay, we may find it more difficult to obtain accurate information or evidence. In such cases, we will still consider your complaint, but our ability to investigate and resolve it fully may be limited.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving that complaint, delivering our removal services, meeting our legal obligations and improving our operations. We will keep your information secure and will not share it more widely than is necessary to deal with the issues you have raised.

Using Feedback to Improve Our Service

Every complaint is an opportunity for Man With a Van Kentish Town to learn and improve. We regularly review complaint outcomes to identify patterns, training needs and potential service improvements across our man and van and removal operations. By raising concerns, you help us to maintain and enhance the quality and reliability of the services we provide.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals industry. The version in force at the time you raise your complaint will apply to the handling of that complaint.