Complaints Procedure
Complaints Procedure for Man and a Van Kingston upon Thames
Man and a Van Kingston upon Thames aims to provide a reliable, courteous, and efficient removal service for customers in Kingston upon Thames and the surrounding areas. We recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback so that we can put matters right and improve our service. This page sets out our formal complaints procedure, what you can expect from us, and the timescales we work to.
Our Commitment to You
We are committed to dealing with all complaints fairly, consistently, and promptly. Every complaint is taken seriously, whether it relates to punctuality, handling of possessions, staff conduct, communication, or any other aspect of our man and van or removal services. We use the information you provide to resolve your issue where possible and to prevent similar problems in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Man and a Van Kingston upon Thames, where you would like a response or resolution. This may include, but is not limited to:
Delays or missed collection or delivery times on moving day.
Damage to property, belongings, or premises during loading, transport, or unloading.
Disputes about quotes, charges, or payments for removal services.
Concerns about the attitude, behaviour, or conduct of team members.
Communication issues before, during, or after your move.
If you are unsure whether your issue is a complaint, you are still encouraged to raise it so we can clarify and assist.
Informal Resolution
Many concerns can be resolved quickly and informally. In the first instance, we recommend raising any issues with a member of our team as soon as you feel comfortable to do so. If the problem arises on the day of your move, please speak to the team leader present. They may be able to address the issue immediately, for example by adjusting how items are handled, clarifying a misunderstanding about the schedule, or checking paperwork with you.
If your concern is not resolved to your satisfaction at this stage, or if you prefer not to discuss it on the day, you have the right to make a formal complaint using the procedure below.
How to Make a Formal Complaint
To ensure we understand your complaint clearly and can respond thoroughly, please provide the following information when you contact us:
Your full name and the address where the service was carried out.
The date of your move or booking and any reference number you may have been given.
A clear description of what went wrong and when it happened.
Details of any conversations you have already had with our team about the issue.
Any evidence that may help us investigate, such as photographs of damage, copies of quotes or invoices, or written notes.
You can make a complaint in writing or by speaking to a member of our management team. We recommend putting your complaint in writing wherever possible, as this helps avoid misunderstandings and creates a clear record of your concerns.
What Happens After You Complain
We follow a clear process to handle all formal complaints about our removal and man and van services:
Acknowledgement. We will confirm that we have received your complaint and outline the next steps. This usually takes place within five working days.
Investigation. A member of the management team will review the details of your complaint. This may involve speaking with the staff involved, checking job records, reviewing photographs, or inspecting any reported damage where appropriate.
Outcome. Once the investigation is complete, we will explain our findings to you, along with any proposed resolution or next steps. We aim to provide a full response within twenty working days of acknowledging your complaint. If we expect the investigation to take longer, we will let you know and keep you updated.
Possible Outcomes and Resolutions
Depending on the nature of your complaint and the outcome of our investigation, resolutions may include one or more of the following:
A clear explanation of what happened and why.
A sincere apology where we have fallen short of our standards.
Corrective action to prevent the same issue occurring again.
Adjustments to charges where appropriate and in line with our terms and conditions.
Discussion of options for repair or compensation in cases of demonstrable damage, subject to our contractual and legal obligations.
Every complaint is considered on its individual circumstances, and any resolution will be offered in line with our policies and any relevant legislation.
Escalating Your Complaint
If you are not satisfied with the response you receive, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will then carry out a further review of your case and provide a final response.
Time Limits for Complaints
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. Complaints about physical damage to belongings or property should be reported within a reasonable time after the move, so that the condition of items can be verified and compared with any existing records.
Data Protection and Confidentiality
All complaints are handled in line with data protection and privacy requirements. The information you provide will be used only for the purpose of investigating and resolving your complaint, training our staff, and improving our removal services. Details of your complaint will be shared only with those who need to know in order to handle the issue appropriately.
Continuous Improvement
Feedback, including complaints, is an important part of how Man and a Van Kingston upon Thames maintains and improves its standards. We regularly review trends in the complaints we receive so that we can identify patterns, address recurring issues, and enhance the experience we provide to customers across our service area.
If you have any concerns about our man and a van or removal services, we encourage you to use this procedure. Your comments help us to deliver a safer, more dependable, and more professional service for everyone who chooses Man and a Van Kingston upon Thames.
