Kingston Man and Van Complaints Procedure
Kingston Man and Van is committed to providing a professional, reliable and courteous removals and man and van 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 handle your complaint, and what you can expect from us at each stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible process for dealing with complaints about our services, including home removals, office moves, packing, loading, transport and delivery. Our goals are to:
• Make it easy for you to tell us when something has gone wrong.
• Investigate your complaint thoroughly and impartially.
• Put things right where we have made a mistake, where reasonably possible.
• Use feedback to improve our services and prevent similar issues in future.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Kingston Man and Van, whether that relates to a single item or the whole moving process. This may include, but is not limited to:
• Damage to property or belongings during a move.
• Missed or significantly delayed appointments.
• Concerns about the conduct, attitude or professionalism of our team.
• Issues with how your booking, quotation or payment was handled.
• Any other service-related concern that you feel has not met your expectations.
3. Raising an Informal Concern
Where possible, we encourage you to raise any concerns informally as soon as they arise. Many issues can be resolved quickly by discussing them with the team on site or with the office staff who arranged your move.
If you feel comfortable doing so, please explain what has gone wrong and how you would like us to resolve it. We will make every reasonable effort to agree a practical solution with you at this stage.
4. Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more formal approach, you may submit a written complaint. A written complaint helps us to understand the issue clearly and to keep an accurate record of what has happened.
When making a formal complaint, please provide the following information:
• Your full name and preferred contact details.
• The date of your move or the date of the incident.
• Your booking or reference number, if available.
• A clear description of what went wrong and when it occurred.
• Details of any conversations already held with our team about the issue.
• Photographs or other evidence, in particular if items or property have been damaged.
• How you would like us to resolve the complaint, where possible.
We recommend that you submit your complaint as soon as reasonably practicable, and no later than 14 days after the completion of the service, particularly in cases involving damage or loss.
5. Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and outline the next steps in the process.
6. Investigation Process
Your complaint will be investigated by a senior member of staff who was not directly involved in the original issue wherever possible. The investigation may include:
• Reviewing your written account and any evidence supplied.
• Checking booking details, job sheets, and any relevant documentation.
• Speaking with staff members involved in your move.
• Inspecting photographs or other material relating to damage or delays.
We aim to complete our investigation and provide a written response within 14 working days of acknowledging your complaint. If, due to complexity or staff availability, we need more time, we will inform you of the reason for the delay and provide a revised timescale.
7. Our Response and Possible Outcomes
At the conclusion of our investigation, we will send you a clear and detailed written response. This will include:
• A summary of the complaint and the issues you raised.
• An outline of the steps we took to investigate.
• Our findings and decision.
• Any proposed actions, remedies or goodwill gestures.
Depending on the nature and outcome of the complaint, possible resolutions may include:
• A sincere apology and explanation.
• Corrective action, such as revisiting the property where appropriate.
• A partial or full refund, where justified and in line with our terms and conditions.
• A contribution towards repair or replacement costs, where liability is established.
• Steps taken internally to improve training, processes or communication.
8. If You Are Not Satisfied With the Outcome
If you are unhappy with our decision or feel that your complaint has not been handled fairly, you may request a review. Please explain which aspects of the response you disagree with and why. A different senior member of our team will review the initial investigation and outcome where possible.
We will aim to complete this review and provide a final written response within 14 working days. This will set out whether we are upholding, partially upholding or not upholding your complaint, together with our reasons.
9. Claims for Loss or Damage
Where your complaint involves alleged loss or damage to goods or property during a move, it is important that you:
• Notify us as soon as possible after discovering the issue.
• Keep any damaged items and packaging for inspection.
• Provide clear photographs, receipts or valuations where available.
• Cooperate with any reasonable request for additional information.
Any compensation for loss or damage will be considered in line with our terms and conditions, any applicable insurance cover, and the information provided as part of your complaint.
10. Using Feedback to Improve Our Service
Every complaint, whether upheld or not, provides us with an opportunity to review and improve our removals and man and van services. We may use the outcomes of complaints to:
• Enhance staff training and supervision.
• Refine our booking and communication processes.
• Improve how we handle and protect customers belongings.
• Review our timekeeping, scheduling and resource planning.
By following this Complaints Procedure, Kingston Man and Van aims to deal with concerns efficiently, fairly and transparently, and to maintain the trust of customers who rely on our services for their moves.
