Complaints Procedure

Complaints Procedure for Man and Van Kingston upon Thames

This Complaints Procedure explains how customers of our man and van and removal services can raise concerns, how those concerns will be handled, and what steps are available if an issue is not resolved to your satisfaction. Our aim is to provide a clear, fair, and timely process for all complaints relating to our moving and transport services.

Purpose and Scope

This procedure applies to all customers using our man and van, small removals, household moves, and light commercial transport services in Kingston upon Thames and surrounding areas. It covers complaints about our service quality, conduct of staff or contractors, handling and transport of goods, punctuality, communication, and billing or quotations.

The procedure does not cover disputes that fall solely under the responsibility of third parties, such as parking enforcement or local authorities, or matters that must be dealt with by insurers or regulators. However, we will always try to guide you towards the appropriate route if your concern cannot be resolved directly with us.

Our Commitment to Handling Complaints

We are committed to treating all complaints seriously and dealing with them in a professional and respectful manner. We aim to:

Respond promptly and acknowledge your complaint within a reasonable time.

Investigate fairly, considering all available information from both customers and our team.

Provide clear explanations, proposed resolutions, and, where appropriate, remedial action.

Use feedback from complaints to improve our removal and delivery services across Kingston upon Thames and nearby locations.

How to Raise a Complaint

You can raise a complaint as soon as you become aware of a problem with our man and van service. To help us investigate quickly and effectively, please provide as much detail as possible, including:

Your full name and a suitable way for us to contact you.

The date and location of the service, including collection and delivery addresses where applicable.

A clear description of what went wrong and what outcome you are seeking.

Any relevant supporting information, such as booking references, photographs of damage, or written communication relating to the issue.

Complaints should be made in writing wherever possible to ensure that we have a clear record of your concerns. If you make a complaint verbally, we may ask you to follow up in writing so that we can log and track your case accurately.

Time Limits for Reporting Issues

To allow us to investigate effectively, we ask that complaints are raised as soon as reasonably possible. For issues relating to damage or loss of items during a move, you should notify us promptly after delivery, once you have had an opportunity to inspect your goods.

Delays in reporting may make it more difficult to investigate and may affect the range of remedies we are able to offer. However, we will always give fair consideration to complaints raised in good faith, even if some time has passed.

Our Complaints Handling Process

Once we receive your complaint, it will be handled in the following stages:

Stage 1: Acknowledgement

We will acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that your complaint has been logged and provide an indication of when you can expect a full response.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue wherever possible. The investigation may include:

Reviewing your booking details and any written communication.

Speaking with the driver or removal team involved in your move.

Examining photographs or other evidence provided.

Assessing whether our service met our usual standards and agreed terms.

We aim to complete the investigation within a reasonable period. If additional time is required due to the complexity of the matter, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

After the investigation, we will contact you with a written response. This will set out:

A summary of your complaint.

The steps we took to investigate.

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

Any proposed resolution, which may include an apology, corrective action, service improvements, or, where appropriate and subject to our terms, financial remedies or guidance on making an insurance claim.

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome at Stage 3, you may request that your complaint be reviewed at a higher level within our organisation. When requesting escalation, please explain why you are unhappy with the initial decision and what further resolution you are seeking.

The escalation review will focus on whether the original investigation was handled fairly and whether the decision reached was reasonable based on the evidence available. Following this review, we will provide a final written response.

Claims for Loss or Damage

Where a complaint involves loss of or damage to goods during a move, our response will take into account:

Our terms and conditions agreed at the time of booking.

Any packing services provided by us versus items packed by the customer.

Evidence of pre-existing damage or special fragility of items.

Any relevant insurance arrangements and policy requirements.

We may ask you for photographs of the damage, proof of value, or other supporting documents. It is important that damaged items are retained until your complaint has been fully resolved.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will be shared only with those who need it to investigate and respond to your case. Any personal data collected during the complaints process will be handled in line with applicable data protection requirements and used solely for the purpose of resolving your complaint and improving our services.

Using Feedback to Improve Our Service

We value all feedback from customers using our man and van and removal services in Kingston upon Thames. Complaints help us identify areas where we can improve, including training needs for staff, clearer communication about our services, and better planning for moves in busy local areas.

By following this Complaints Procedure, we aim to maintain a high standard of service and to provide fair outcomes when things do not go as planned.