Complaints Procedure

Kingston upon Thames Man and Van Complaints Procedure

This Complaints Procedure explains how Kingston upon Thames Man and Van handles concerns and complaints about our removal and man and van services. We aim to resolve issues promptly, fairly and consistently, and to use feedback to improve our services across our local service area.

Our commitment to you

We recognise that moving home or premises can be stressful and that problems can occasionally occur, even with careful planning. When this happens, we want to know about it so we can put things right where possible, learn from the situation and improve our service. All complaints are treated seriously and handled with respect, confidentiality and without discrimination.

What this procedure covers

This procedure applies to any expression of dissatisfaction about our services, whether you have booked a man and van for a small local move, a larger removal, item transport, loading and unloading, or related services. It covers issues such as service quality, staff conduct, punctuality, handling of belongings and communication. It does not cover disputes that are already the subject of legal proceedings or matters outside our control, such as severe traffic disruption or extreme weather, although we will always explain what has happened and try to offer practical solutions.

Who can make a complaint

Any customer or their authorised representative who has used, or attempted to use, Kingston upon Thames Man and Van services can make a complaint. Complaints can also be raised by someone acting on your behalf, provided that you have given them permission to do so.

How to raise a concern informally

We encourage you to raise any concerns as soon as possible, ideally on the day of the move or service. Many issues can be resolved quickly by speaking directly with the driver or team on site, or with our office staff. Informal resolution at an early stage often allows us to correct problems immediately, for example by adjusting the service, clarifying the agreed work or addressing misunderstandings.

If you are not satisfied with the response you receive at this informal stage, or if you prefer not to raise the issue directly with the crew, you may use the formal complaints process set out below.

How to make a formal complaint

If an issue cannot be resolved informally, you may submit a formal complaint. When doing so, please provide as much detail as possible, including:

The date of the service, the collection and delivery locations, a clear description of what went wrong, any damage or loss you believe has occurred, the names or descriptions of any staff involved if known, and what outcome or resolution you are seeking. The more information you provide, the easier it will be for us to investigate your complaint thoroughly.

Complaints should be made as soon as reasonably possible after the service, so that all details remain clear and any evidence can be gathered promptly.

Acknowledgement and timescales

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and confirm that it is being investigated under this procedure. We will aim to provide a full written response within a set period from the date of acknowledgement. If we need more time, for example where the matter is complex or where we need to obtain statements from staff or third parties, we will explain the reason for the delay and provide an updated timescale.

How we investigate complaints

All complaints are reviewed by a member of management who is not directly implicated in the issue raised. The investigation may include reviewing booking records, service notes, photographs, condition reports, staff statements, and any communications you have sent to us. We will consider whether our terms and conditions were followed, whether our staff acted reasonably, and whether any aspect of our removals or man and van service fell below our standards.

We may contact you for further information or clarification. This helps us ensure that we have a full and accurate understanding of your concerns before reaching a conclusion.

Outcome of your complaint

At the end of the investigation, we will provide a clear response setting out our findings, any conclusions reached, and the reasons for our decision. Where a complaint is upheld in full or in part, we will explain what action we will take. Depending on the circumstances, possible outcomes may include an apology, an explanation, corrective action on future bookings, a goodwill gesture, or a remedy in line with our terms and conditions and any applicable insurance or liability provisions.

If we do not uphold your complaint, we will explain why and provide our reasoning, referencing the information and evidence considered.

Escalating your complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of our management team. When asking for an escalation, please explain why you disagree with the original decision and whether you have any new information or evidence. We will review the original investigation, consider any additional material and provide a final response within a reasonable timescale.

Fairness and confidentiality

We handle all complaints in line with principles of fairness and impartiality. Making a complaint will not affect your right to use our services in the future and you will not be treated less favourably for raising concerns. Information provided in connection with a complaint will be kept confidential and shared only with those who need it to investigate and resolve the matter, or where we are required to disclose it by law.

Using complaints to improve our services

Kingston upon Thames Man and Van uses complaint data and customer feedback to review and improve the way we plan and deliver removals and man and van services across our operating area. We may analyse trends, identify training needs for staff, and update our internal procedures and customer information where appropriate. By telling us about your experience, you help us to enhance the reliability, safety and professionalism of our services for all customers.

Review of this procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, operational practices or legal requirements. The version published on our website or made available to you at the time of your complaint will apply.