Complaints Procedure

Complaints Procedure for Man with Van Kingston upon Thames

Man with Van Kingston upon Thames is committed to providing a reliable and professional moving service for customers in Kingston upon Thames and the surrounding area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give you a clear and fair way to tell us when you are unhappy with any aspect of our man and van or removal services. It helps us to:

• Understand what went wrong from your point of view.
• Put things right where possible and appropriate.
• Learn from complaints and improve our service in Kingston upon Thames and nearby areas.

This procedure covers all services provided by Man with Van Kingston upon Thames, including local moves, small removals, and related loading, unloading, and transport services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like a response or resolution. This may include, for example:

• Concerns about the standard of our moving or delivery service.
• Issues regarding timekeeping, communication, or conduct of staff.
• Problems with how your belongings were handled, loaded, transported, or unloaded.
• Disagreement about charges or the information provided before your booking.

We encourage you to raise issues as soon as possible so that they can be addressed promptly.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. Written communication is preferred, as it helps to keep a clear record of your concerns and our responses. When raising a complaint, please provide:

• Your full name and the address where the service took place.
• The date of your move or booking.
• A clear description of what happened and why you are unhappy.
• Any relevant supporting information, such as photos, inventories, or receipts.
• What outcome you are seeking, if you have a particular resolution in mind.

We ask that complaints are made within a reasonable time after the service, ideally within 14 days of your move, so we can investigate while details are still recent.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will review the information you have provided. We aim to acknowledge your complaint promptly. During this stage, we may contact you to clarify details or to request additional information that will help us understand the situation fully.

We will then investigate the circumstances, which may include speaking to the team members involved, reviewing job notes, and checking any records or photographs relating to your move.

Stage 2: Response and Proposed Resolution

After our investigation, we will provide you with a written or verbal response setting out:

• Our understanding of your complaint.
• The findings of our investigation.
• Whether we believe the complaint is upheld, partially upheld, or not upheld.
• Any steps we propose to take to put matters right, where appropriate.

We aim to provide a full response within 14 working days of receiving your complaint. If we are unable to meet this timescale, for example due to the complexity of the issue or availability of staff, we will let you know and provide an updated timescale.

Stage 3: Further Review

If you are not satisfied with our initial response, you may request a further review. Please explain why you remain unhappy and what you believe we have not addressed. A different person, or a more senior member of our team, will review the complaint, the investigation, and the response already given.

Following this further review, we will confirm our final position and any additional steps we consider appropriate. We will aim to complete this stage within a further 14 working days.

Possible Outcomes

Depending on the circumstances of your complaint, possible outcomes may include:

• An apology and explanation.
• Practical steps to put things right where possible.
• A review of how we plan and deliver moves in Kingston upon Thames to prevent similar issues.
• In some cases, a refund or partial refund, where we agree that our service did not meet the standard you were reasonably entitled to expect.

Any financial remedy will be considered case by case and in line with our terms and conditions and any applicable insurance arrangements.

Your Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you:

• Provide accurate, complete information about what happened.
• Keep any relevant documents or evidence safe and available.
• Communicate in a respectful way with our team members.
• Allow us reasonable time to investigate and respond.

Abusive or threatening behaviour towards our staff will not be tolerated and may result in us limiting or ending further direct contact.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will be used only for investigating and responding to your complaint, reviewing our services, and meeting any legal or regulatory obligations. We will store and process your data in line with our data protection obligations and our privacy practices.

Continuous Improvement

We value feedback from customers across the Kingston upon Thames area and beyond, including positive comments and constructive criticism. We review complaints regularly to identify patterns, training needs, or changes we can make to improve our man and van and removal services. By following this procedure, both you and our team have a clear and fair framework for resolving concerns and supporting better service in the future.