Man with Van Kenley Complaints Procedure
This complaints procedure explains how Man with Van Kenley handles concerns and complaints about our moving and van services. We want every customer using our local and regional removal services to be satisfied, and we treat all feedback as an opportunity to maintain and improve our standards.
Our Commitment to You
We aim to provide a reliable, careful and efficient man and van service for home and business moves. However, we recognise that things can occasionally go wrong. When they do, we are committed to:
Listening to your concerns respectfully and fairly.
Investigating what happened as quickly as we reasonably can.
Offering a clear explanation and, where appropriate, a suitable remedy.
Using what we learn to improve our services and prevent similar issues in future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you received from Man with Van Kenley, whether you consider the issue minor or serious. This can include, for example:
Concerns about punctuality, communication or conduct during your move.
Issues with care taken when handling or transporting your items.
Disagreements about charges, estimates or the services delivered.
Concerns about how a previous issue or query was handled.
You can raise a complaint even if you are not sure whether we were at fault. We will still review what happened and give you a response.
How to Raise a Complaint
You can raise a complaint verbally or in writing. To help us understand and investigate your concerns, please provide the following information where possible:
Your full name and the address where the service was carried out.
The date and approximate time of your move or booking.
A clear description of what went wrong and when it happened.
Details of any damage, delays or other specific issues.
Any supporting information, such as photographs of damage or copies of invoices.
If you raise a complaint verbally, we may ask you to confirm the details in writing so that we have a clear record of the issue and can respond accurately.
Stages of the Complaints Process
Our complaints procedure is designed to be straightforward and fair. The process usually follows these stages.
Stage One: Initial Review
Once we are made aware of your complaint, we will record the details and acknowledge that we have received it. We may contact you to clarify any points, ask further questions, or request additional evidence that will help us understand the matter fully.
Where possible, we aim to resolve straightforward issues immediately or within a short time frame. This may involve an explanation, an apology, or practical steps to correct the problem.
Stage Two: Detailed Investigation
If your complaint cannot be resolved quickly, it will be passed to a person responsible for handling complaints. They will review all relevant information, which may include:
Your account of what happened.
Notes from the team members who carried out the work.
Photographs, booking details and job records.
Any other evidence you have provided.
We will consider your complaint objectively and aim to complete this investigation within a reasonable period, taking into account the complexity and the availability of information.
Stage Three: Outcome and Response
Once the investigation is complete, we will provide you with a clear response. This will usually include:
A summary of your complaint as we understand it.
An explanation of what we found during our investigation.
Our decision on whether your complaint is upheld in full, in part, or not upheld.
Any proposed remedy, which may include an apology, corrective work, or other reasonable steps where appropriate.
We aim for our response to be clear, polite and based on the facts available.
Timescales
We will aim to acknowledge your complaint promptly after receiving it. While exact timeframes can vary depending on the nature of the issue, we strive to:
Acknowledge your complaint within a short period of receiving it.
Complete our investigation and provide a detailed response within a reasonable time, particularly where damage, loss or complex scheduling issues are involved.
If, for any reason, we are unable to respond fully within the usual timeframe, we will keep you informed of the progress and let you know when you can expect a final reply.
Information and Evidence
To help us deal with your complaint fairly, it is important that you provide accurate and complete information. If your complaint involves damage or loss during a removal, please let us know as soon as possible and keep any damaged items and packaging available for inspection. Photographs of the condition of items before and after the move are particularly useful.
Confidentiality and Data Handling
We treat all complaints seriously and with respect for your privacy. Information you provide will only be shared with those who need it to review and resolve the issue. We will handle your personal data in line with our general obligations to keep customer information secure and to use it only for appropriate purposes.
Fairness and Respect
We expect all parties to behave courteously throughout the complaints process. We will not tolerate abusive or threatening behaviour towards our staff, and we will always strive to communicate with you in a professional and respectful way. Our goal is to resolve matters constructively wherever possible.
Using Feedback to Improve Our Service
Every complaint we receive is reviewed to help us improve our removal and man with van services. Where our investigation shows that changes to our procedures, staff training or equipment are needed, we will act on those findings. This helps us to deliver a consistently reliable moving service for customers throughout our operating area.
Ending the Internal Process
Once we have given you our final response, our internal complaints procedure will normally be considered complete. If new information comes to light after that point, or if there are further developments related to the same booking, we may decide to review the matter again, but we are not obliged to re-open every case.
Contacting Us About a Complaint
If you wish to raise a complaint about a man and van or removal service you have received from Man with Van Kenley, please contact us using your normal method of communication with our business, making it clear that you are raising a complaint so that we can apply this procedure and respond appropriately.
