Complaints Procedure for Man and Van Kennington
Man and Van Kennington is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may go wrong. When this happens, we want to know so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us.
Scope of this Complaints Procedure
This procedure applies to all customers who use our services, including man and van moves, house and flat removals, office relocations, packing and loading services, and related transport of goods. It covers issues such as service quality, conduct of staff, handling of belongings, punctuality, documentation, and any aspect of our removals and moving services.
This procedure does not cover disputes relating to services provided by third parties, matters that are being handled by an insurance company, or issues that are already subject to legal proceedings. In those cases, we may still assist you with information, but the formal resolution will follow a different route.
Our Commitments to You
When you make a complaint, we will handle your concern fairly, promptly and consistently. We will:
Listen carefully to your account of what has happened and treat you with respect and courtesy at all times. Investigate your complaint thoroughly and objectively, gathering relevant information from staff, job records and any other appropriate sources. Keep you informed about the progress of your complaint and the expected timescales. Provide a clear explanation of our findings and any action we propose to take to resolve the issue. Use the outcome of complaints to review and improve our removals and man and van services.
How to Make a Complaint
If you are dissatisfied with any aspect of your move or our conduct, we encourage you to raise it as soon as possible. Early notification helps us investigate effectively and resolve the problem more quickly.
You can make a complaint verbally or in writing. For clarity and accurate record keeping, we recommend that you set out your complaint in writing. When submitting a complaint, please include:
Your full name and any booking or job reference number. The date and address of the move or service. A clear description of what went wrong and when it happened. Details of any conversations you have already had with our team about the issue. Any evidence that may support your complaint, such as photos, inventory notes or signed documents.
Initial Resolution Stage
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, such as your driver, mover or booking coordinator. Many issues can be resolved quickly at this stage with clarification, a simple correction or practical remedial action on site or shortly after the move.
If you are not satisfied with the response, or if you feel unable to raise the issue informally, you may proceed to the formal complaints stage.
Formal Complaints Stage
Once we receive your formal complaint, we will log it in our internal complaints record and begin an investigation. We aim to acknowledge receipt of your complaint within a reasonable time and to provide a full response as promptly as circumstances allow, taking into account the nature and complexity of the issue.
During the investigation we may:
Review booking details, quotes, inventories and any signed documentation. Speak to the staff involved in your move or service. Examine schedules, route information and job notes. Assess any evidence you provide, including photographs and written descriptions.
Following our investigation, we will send you a written response setting out:
Our understanding of your complaint. The findings of our investigation. Any apology, explanation or corrective action we consider appropriate. Any offer of practical resolution, where relevant, in line with our terms and conditions.
Escalation of Your Complaint
If you remain dissatisfied with the outcome of the formal complaints stage, you may ask for your complaint to be reviewed by a senior member of our team. When requesting an escalation, please explain why you believe the initial decision or outcome is not satisfactory and identify any information you think has been overlooked.
The senior reviewer will consider the original complaint, the steps already taken, and any additional information you provide. They may re-interview staff, request further details or reassess the evidence. We will then provide a final response setting out our position and any further action we will take.
Time Limits for Complaints
To help ensure a fair and accurate review, we ask that complaints are made as soon as reasonably possible after the event. While we will always consider genuine concerns, delays in reporting may affect our ability to investigate, especially for time-sensitive matters such as alleged damage to property or belongings following a move.
For issues relating to damage or loss, you should notify us in line with the notification periods specified in our terms and conditions. This allows us to inspect the items where possible and access relevant information while it is still current.
Confidentiality and Data Handling
All complaints will be handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will be shared only with those who need it to investigate and resolve the issue, or where we are required to disclose it by law or regulation.
We will store complaint records securely and retain them for an appropriate period. These records help us monitor service performance, identify patterns and take steps to improve our removals and man and van operations.
Continuous Improvement
Feedback and complaints are an important part of how we maintain and improve the quality of our services. We regularly review complaints data to identify recurring issues, training needs for our staff, and opportunities to refine our procedures, whether they relate to home moves, office relocations or smaller man and van jobs.
By following this Complaints Procedure, Man and Van Kennington aims to ensure that every concern is taken seriously, investigated properly and used to strengthen the reliability and professionalism of our moving services.
Unbeatable Prices on Man and Van Kennington Services
Avail yourself of our cheap and affordable man and van Kennington services in and around SE11 by booking an appointment today.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: SE11 4JG
City: London
Country: United Kingdom
Web: https://manandvankennington.org.uk/
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