Complaints Procedure for Kentish Town Man and Van

This complaints procedure explains how customers of Kentish Town Man and Van can raise concerns about our removal and man and van services, and how we will handle and resolve those concerns. Our aim is to deal with every issue promptly, fairly, and transparently, and to use all feedback to improve our services.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible route for customers to report problems relating to bookings, moving day operations, handling of belongings, staff conduct, charges, or any other aspect of our home or office moving services. This procedure applies to all customers and all types of moves that we undertake.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, the behaviour of our team, or how we have carried out a removal, delivery, packing, or loading job. You do not need to use the word “complaint” for it to be treated as one. If you are unhappy and want us to respond, your concern will be logged and handled under this procedure.

3. Guiding Principles

We aim to handle all complaints according to the following principles:

We will treat every complaint seriously and respectfully.

We will acknowledge when things have gone wrong and seek to put them right where possible.

We will communicate clearly and within reasonable timeframes.

We will keep records of all complaints to help us improve our services.

4. How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We accept complaints made verbally or in writing. If you raise an issue during or immediately after a move, please speak to the team leader on site first. Many issues can be resolved quickly this way.

If the issue cannot be resolved on the day or you prefer to raise it later, you can submit a written complaint. Please include the following information so that we can investigate fully:

Your full name and any booking reference.

The date and address of the move or man and van service.

A clear description of what happened and what you are unhappy about.

Details of any damage, loss, delay, or conduct issues you are reporting.

What outcome you are seeking, such as an explanation, apology, rectification, or review of charges.

5. Time Limits for Submitting a Complaint

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the event. For issues relating to damaged or missing items, it is important that you inform us promptly so we can review the circumstances and any relevant documentation. If there are specific time limits stated in your quotation or terms and conditions, those will apply in addition to this procedure.

6. Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and carry out an initial review. We will acknowledge receipt within a reasonable timeframe and may ask you for further information or evidence, such as photographs of any damage or copies of inventory lists, if relevant.

Where possible, we will aim to resolve the matter at this early stage. This may involve clarifying information, confirming what was agreed in your quotation, or offering a practical solution to address the issue.

7. Stage Two: Detailed Investigation

If your complaint cannot be resolved at Stage One or is of a more serious or complex nature, it will be escalated for a detailed investigation. This may involve:

Reviewing your booking details, quotation, and terms.

Speaking with the removal crew and any other staff involved.

Reviewing photographs, notes, or schedules from the move.

Assessing any alleged damage or loss in the context of the services provided.

We will keep you updated on the progress of the investigation and will aim to provide a written response once it is complete. The response will set out our understanding of the complaint, what we have found, and what action we propose to take.

8. Outcomes and Remedies

Depending on the findings of our investigation, possible outcomes may include:

An explanation or clarification of what occurred.

A formal apology where appropriate.

Practical steps to put things right where reasonably possible.

A review of charges, including possible adjustment if an error is identified.

Changes to our internal processes or staff training to reduce the risk of recurrence.

Any remedy will take into account our terms and conditions, any limitations or exclusions stated in your quotation, and any relevant industry standards for removal and man and van services.

9. If You Remain Dissatisfied

If you are not satisfied with the outcome of our investigation, you may request that your complaint be reviewed again. When doing so, please explain why you disagree with our decision or outcome and provide any additional information you feel is relevant. We will conduct a further review where appropriate and provide a final response.

10. Behaviour and Mutual Respect

We understand that moving home or premises can be stressful, and that issues on moving day can be particularly frustrating. Our staff are expected to behave professionally and courteously at all times, and we ask customers to treat our team with the same respect. We may end communication where there is abusive, threatening, or discriminatory behaviour, but the substance of the complaint will still be recorded and addressed where possible.

11. Data Protection and Confidentiality

All complaints will be handled in accordance with our obligations under data protection law. Information relating to your complaint will be shared only with those who need it to investigate and resolve the issue. We may use anonymised complaint data to monitor performance and improve our services.

12. Continuous Improvement

Every complaint is an opportunity for Kentish Town Man and Van to review how we operate and to improve the quality and reliability of our home and office removal services. We regularly review trends in feedback and complaints to identify areas where our booking systems, communication, packing, transport, or staff training may be enhanced.

By following this complaints procedure, we aim not only to resolve individual issues fairly, but also to strengthen the overall service we provide to all customers using our man and van and removal services.