Complaints Procedure

Man With a Van King's Cross Complaints Procedure

Man With a Van King's Cross 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 a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give our customers a clear, fair and accessible way to tell us when they are unhappy with any aspect of our man and van or removal services. It helps us to resolve issues quickly and to improve the quality of our services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This can include, but is not limited to:

Service provided on the day of the move, including punctuality, conduct, or performance of our team.

Condition of your belongings on arrival or after transit.

Accuracy of estimates or clarity of pricing for removal work.

Communication before, during, or after a booking.

Any other issue where you feel our service has not met your reasonable expectations.

Who Can Make a Complaint

Any customer who has booked and received services from Man With a Van King's Cross can raise a complaint. A complaint can also be made by someone acting on the customer’s behalf, provided they have the customer’s permission to do so.

How to Make a Complaint

You can make a complaint in writing. Providing full details helps us to investigate thoroughly and respond more quickly. When you contact us, please include:

Your full name and the name under which the booking was made.

The date of the service and the collection and delivery locations.

A clear description of what went wrong, including times and the names of any team members if known.

Details of any damage, loss, delays, or other specific concerns.

Any supporting evidence, such as photographs of damage or copies of relevant documents.

Time Limits for Submitting Complaints

To allow us to investigate effectively, we ask that complaints relating to service quality or conduct are made as soon as possible and usually within 14 days of the service date. Complaints relating to damage or loss of items should be raised as soon as you become aware of the issue. Late complaints will still be considered, but the passage of time may affect the level of detail available.

Our Complaints Handling Process

We aim to handle all complaints fairly, consistently and within reasonable timescales. Our process usually follows these stages:

1. Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within five working days. The acknowledgement will confirm that we have received your complaint and that it is being reviewed.

2. Investigation

Your complaint will be assigned to a member of our team who is responsible for complaints handling. They may:

Review your booking details, job notes and any relevant documentation.

Speak with the team members involved in your move.

Review any photographs, inventory records, or other evidence you provide.

Contact you if further information or clarification is needed.

We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If, for any reason, more time is needed, we will update you with the reasons for the delay and an expected timescale.

3. Outcome and Response

After the investigation, we will send you a written response setting out:

A summary of your complaint and our understanding of the issues.

The steps we took to investigate and the information reviewed.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right, where appropriate.

Any changes we plan to make to improve our services in future.

Possible Remedies

Where we accept that our service has fallen below our standards, we will consider appropriate remedies. These may include:

An apology and explanation.

Corrective action, such as revisiting a site where possible and reasonable.

A goodwill gesture or partial refund, where justified and in line with our terms and conditions.

Guidance on making an insurance claim, where applicable and subject to our contractual arrangements.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our written response, you may request that your complaint is reviewed again. To do this, please reply in writing, explaining which aspects of the response you disagree with and why. A different team member or manager will review the original investigation and outcome. Following this review, we will issue a final response, usually within 14 working days.

Our Commitment to Fairness and Improvement

Man With a Van King's Cross is committed to treating all complaints seriously and dealing with them sensitively and fairly. Complaints are recorded and monitored so that we can identify recurring issues and improve our removal services across our operating area. Feedback, whether positive or negative, is used to train our staff, refine our processes and enhance the experience of future customers.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and respond to your complaint. We manage your personal data in line with our privacy practices and applicable data protection requirements.

Version and Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains clear, effective and aligned with best practice for removal and man and van services. Updated versions will replace previous versions from the date of publication.