Man with Van Kew Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about the services provided by Man with Van Kew and how those concerns will be investigated and resolved. It applies to all services we offer, including man and van bookings, home moves, office moves, and general removal work.

Our Commitment to Customers

Man with Van Kew aims to provide a reliable, careful and professional service on every job. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right where possible, learn from the experience and improve our service.

All complaints are taken seriously and are treated with respect, fairness and confidentiality. We aim to resolve most issues quickly and informally, but when a more formal approach is needed, this procedure sets out each step clearly.

What This Procedure Covers

This procedure covers complaints relating to our man and van and removal services, including but not limited to:

Service quality on the day of the move or job, punctuality and timekeeping, conduct and behaviour of drivers or porters, care taken with belongings and property, adherence to agreed quotes and services, communication before, during and after a booking, and any follow-up issues directly connected to a booking or quotation.

Complaints about matters outside our reasonable control, such as extreme weather or unexpected road closures, will still be considered, although the outcome may be limited by those circumstances.

Raising an Informal Complaint

Many concerns can be resolved informally and quickly. If you are unhappy with an aspect of our service, you are encouraged to raise the issue as soon as possible, ideally on the day of the move or immediately afterwards.

When raising an informal complaint, please clearly explain what went wrong and what outcome you are seeking. Where possible, we will try to resolve the matter on the spot or within a short period. If an informal resolution is not possible or you remain dissatisfied, you may use the formal complaints process described below.

Making a Formal Complaint

If your concern cannot be resolved informally, or if you prefer a more structured review, you may submit a formal complaint. You should do this as soon as reasonably possible after the event, ideally within 14 days of the service being provided, so that details remain fresh and records are readily available.

Your formal complaint should include the following information: your full name, the date of the service and booking reference if available, a clear description of what happened and why you are dissatisfied, details of any damage or loss, including photographs where available, and an explanation of what you consider to be a fair resolution.

Once your complaint is received, it will be logged and assigned to a person responsible for handling it. You will receive an acknowledgement of your complaint within a reasonable time frame, confirming that it is being reviewed.

How We Investigate Complaints

We aim to investigate all formal complaints thoroughly and impartially. Depending on the nature of the complaint, the investigation may include reviewing booking records and communications, speaking with the driver and any staff involved, examining photographs, inventories or condition reports, and considering any relevant terms and conditions that applied to the booking.

During the investigation, we may contact you for further information or clarification. This helps ensure we have a complete understanding of the situation before reaching a decision.

Timeframes for Response

We aim to provide a full written response to your complaint within 28 days of receiving all the necessary information. In many cases, we will be able to respond sooner. If the investigation is likely to take longer, we will let you know the reason for the delay and give an updated timeframe.

Possible Outcomes and Resolutions

After completing our investigation, we will provide a clear explanation of our findings and any actions we propose to take. Possible outcomes may include an apology and explanation, taking corrective action to complete or rectify part of the service, reviewing and improving internal processes and staff training, and where appropriate, offering a goodwill gesture or compensation in line with our terms and conditions and any agreed liability limits.

Any offer made will take into account the circumstances of the case, the scope of our responsibilities and the evidence available. We will always aim to be fair, reasonable and consistent.

Complaints Involving Damage or Loss

If your complaint relates to damage to property or belongings or loss of items, it is important that you notify us as soon as you become aware of the issue. Where possible, please support your complaint with photographs, receipts, or other evidence of the condition and value of the items concerned.

All such complaints will be assessed in line with our standard terms and conditions, including any limits on liability. We may request additional information to help determine the circumstances of the damage or loss and whether it falls within our responsibility.

Escalation if You Remain Unhappy

If you are not satisfied with the outcome of your complaint, you may ask for a review. In that case, your complaint and our initial response will be reconsidered by a different person wherever possible. They will review the evidence, the steps taken and the decision made, and provide a final response.

We aim to complete this review and issue a final response within a reasonable period. Once this process is complete, our internal complaints procedure will be considered exhausted.

Data Protection and Confidentiality

All information provided as part of a complaint will be handled in line with applicable data protection principles. Details will only be shared with those who need them to investigate and resolve the complaint. Information about complaints may be used in an anonymised form to help us monitor performance and improve our services.

Continuous Improvement

Man with Van Kew uses feedback and complaints to enhance the quality of our man and van and removal services. We review complaints periodically to identify patterns, training needs and opportunities to improve communication, planning and service delivery across the areas we cover.

By following this Complaints Procedure, we aim to ensure that any problems are dealt with fairly, promptly and consistently, supporting a positive experience for all customers who rely on our removal services.