Complaints Procedure

Complaints Procedure for Man with Van Kings Cross

Man with Van Kings Cross is committed to providing a reliable, professional and friendly removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right quickly and improve our service for the future. This page explains how to raise a complaint, how we handle it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This complaints procedure sets out a clear and fair process for customers who are dissatisfied with any aspect of our services. It covers all local and longer distance removal work, including man and van bookings, packing assistance, loading and unloading, and transport of goods. Our aim is to resolve concerns at the earliest opportunity and to treat all complaints seriously, respectfully and consistently.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about our services, staff, vehicles, or the way we have handled your move. This may include, for example:

Service not delivered as agreed, such as delays, missed appointments or changes to the schedule without adequate notice. Concerns about the conduct, attitude or appearance of our drivers, porters or office staff. Issues regarding handling of items, including damage or loss of property during removal or delivery. Disputes about charges, invoices, or additional fees related to your move. Concerns about communication before, during or after the removal service.

You do not have to use legal language or specific wording to make a complaint. If you tell us you are unhappy and would like us to look into something, we will treat this as a complaint and follow the steps set out in this procedure.

How to Raise a Complaint

We encourage customers to raise any concerns as soon as possible so that we can respond promptly. You can make a complaint verbally or in writing. When raising a complaint, please provide the following information wherever possible:

Your full name and the address where the service took place. The date and approximate time of your booking or move. A clear description of what went wrong and how it has affected you. Any relevant supporting details, such as booking references, photographs of damage, or correspondence relating to the issue. Your preferred outcome or what you would consider a fair resolution.

If you raise your concern during a job, you can speak directly to the team on site and ask them to contact the office, so the issue can be noted and, where possible, resolved immediately.

Our Complaints Handling Stages

We aim to handle all complaints in a structured way so that your concerns are fully understood and addressed.

Stage 1: Initial response. Once we receive your complaint, we will log it and confirm that we have received it. We will usually be able to provide this initial acknowledgement within a reasonable timeframe. At this stage, we may ask you for additional information or clarification to ensure we fully understand the issue.

Stage 2: Investigation. A member of our management team will review your complaint, including any records of the booking, notes from our staff, and any evidence you have provided. If necessary, we may contact you to discuss the matter further, ask additional questions, or request further documents or images.

Stage 3: Outcome and resolution. After the investigation is complete, we will explain our findings to you and outline any actions we propose to take. This may include an apology, corrective action such as a revisit, practical steps to resolve a service failure, or, where appropriate, a goodwill gesture or financial adjustment. We aim to provide a clear and fair explanation of how we reached our decision.

Response Times

We aim to deal with all complaints as quickly as is reasonable, given the nature and complexity of the issue. Some complaints can be resolved on the spot or within a short time, while others, especially those involving claims for damage or loss, may require a more detailed investigation. We will keep you informed if we anticipate any significant delay in providing you with a final response.

Dealing with Claims for Damage or Loss

If your complaint relates to damage or loss of items during a removal job, please raise this with us as soon as you become aware of it. To help us investigate, you may be asked to provide photographs of the affected items, proof of value where appropriate, and a description of how the damage or loss occurred. We will review the circumstances carefully, including how items were packed, loaded and transported, and whether any pre-existing conditions were noted at the time of the move.

Where our investigation shows that we are responsible, we will discuss suitable options with you. This may include repair, replacement, or a financial contribution in line with any agreed terms and conditions for the service.

Your Responsibilities When Making a Complaint

We ask that all customers treat our staff with respect and allow us a fair opportunity to investigate and resolve the matter. Providing accurate information, responding to requests for further details, and engaging with us in a constructive way helps us bring the issue to a fair and timely conclusion. Aggressive, abusive or threatening behaviour towards our staff will not be tolerated and may affect the way we are able to handle your complaint.

Learning from Complaints

We see complaints as an important source of feedback that helps us improve our removal services. We may use information from complaints to review our staff training, update procedures for handling and transporting items, refine our booking process, or improve communication with customers throughout their move. By analysing trends and recurring issues, we aim to reduce the chances of similar problems arising in the future.

Further Questions About This Procedure

If you are unsure whether your concern falls under this complaints procedure, or if you would like more information about how we handle feedback and service issues, you can contact us and ask for guidance. We are happy to explain any parts of this procedure and to help you understand the options available to you.

Man with Van Kings Cross is committed to dealing with all complaints fairly, transparently and in good faith. Your comments and concerns are valuable to us, and we will always do our best to use them to deliver a better and more reliable removals service.