Complaints Procedure

Kennington Man and Van Complaints Procedure

Kennington Man and Van is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our services, how we will handle your complaint, and the standards you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to all customers who use our man and van and removal services. It covers issues such as collection and delivery, packing and loading, handling of items, punctuality, conduct of staff, and quality of service. It does not cover matters that are already subject to legal proceedings or insurance claims that have been fully and finally settled.

Our Commitment to You

We aim to provide a clear, fair and timely process for resolving complaints. When you raise a concern, we will take it seriously, investigate it thoroughly and use the outcome to help improve our services. We will keep you informed at each stage and treat you with respect and courtesy at all times.

Raising an Informal Complaint

Many issues can be resolved quickly and informally. If you are unhappy with any aspect of our man and van or removal service, please raise your concern with a member of our team as soon as possible, ideally on the day of the service. This might be with the driver, crew leader or the office contact who arranged your booking.

We will listen to your concerns, clarify the details, and try to resolve the matter immediately where possible. If the issue cannot be resolved on the spot, or you remain dissatisfied, you can make a formal complaint following the steps below.

Making a Formal Complaint

If you wish to make a formal complaint, please submit it in writing. Written complaints help us to understand the issue clearly and keep an accurate record. When submitting your complaint, please include the following information:

1. Your full name and the name under which the booking was made.
2. The date and time of the removal or man and van service.
3. The collection and delivery addresses used for the booking.
4. A clear description of what went wrong and when it occurred.
5. Details of any discussions already held with our staff about the matter.
6. Any supporting information, such as photographs or inventory notes.

Please submit your complaint within a reasonable time after the service, ideally within 14 days, so that we can investigate while events are still recent and evidence is more easily available.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow a structured process to ensure fairness and consistency. The typical stages are as follows:

1. Acknowledgement: We will acknowledge receipt of your complaint in writing within five working days. This acknowledgement will confirm that we have received your complaint and outline the next steps.

2. Initial Review: A member of our management team will review the details of your complaint, the booking records, and any information already held about the service. They may contact you for clarification or to request further details.

3. Investigation: We will speak with the staff involved, review relevant documentation such as job sheets, schedules, and condition reports, and consider any evidence you have provided. Where appropriate, we may also review photographs or notes made on the day of the move.

4. Decision and Response: After completing our investigation, we will provide you with a written response. This will explain our findings, whether your complaint is upheld in full or in part, and any actions or remedies we propose.

Timescales for Response

We aim to provide a full written response to your complaint within 20 working days of acknowledging it. If, for any reason, we are unable to meet this timescale, we will inform you in writing, explain the reason for the delay, and provide an updated timeframe.

Possible Outcomes and Remedies

Depending on the nature and outcome of the investigation, possible remedies may include:

1. An explanation or clarification regarding what happened and why.
2. An apology where we are found to be at fault.
3. Practical steps to remedy the situation, where this is possible and appropriate.
4. A review of internal procedures, staff training or operational practices to reduce the likelihood of similar issues arising in future.

Where your complaint involves alleged loss or damage to items, any remedy will be considered in line with our terms and conditions and any applicable insurance arrangements that were agreed at the time of booking.

If You Are Not Satisfied with the Outcome

If you are unhappy with our final response, you may request that your complaint be reviewed by a senior member of our management team who was not involved in the original investigation. They will consider whether the complaint was handled fairly and whether the outcome remains appropriate in light of all the available information.

Customer Responsibilities

In order for us to deal with your complaint efficiently, we ask that you:

1. Raise issues as soon as reasonably possible after the service.
2. Provide accurate and complete information about the problem.
3. Keep any relevant documents or photographs that may support your case.
4. Communicate with our team in a polite and respectful manner.

Using Feedback to Improve Our Service

Every complaint gives us an opportunity to review how we operate our removals and man and van services. We use the information gathered during investigations to identify any patterns or recurring issues and, where necessary, adjust our training, procedures or equipment to continuously improve.

Review of this Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Kennington Man and Van reserves the right to amend the procedure from time to time to reflect changes in our services or in relevant legal and regulatory requirements.