Complaints Procedure

Man with Van Kilburn Complaints Procedure

Man with Van Kilburn is committed to providing a reliable and professional removal service for all customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our moving or delivery services, and how we will respond. Our aim is to deal with every complaint promptly, fairly and transparently, and to use feedback to improve the way we work.

Scope of this Complaints Procedure

This procedure applies to all services provided by Man with Van Kilburn, including home removals, small moves, collections and deliveries, and related transport work. It covers complaints about the standard of service, conduct of staff or drivers, damage or loss of goods, punctuality, communication, and charges. It does not cover disputes that have already been resolved through a legal process or issues that fall outside our reasonable control, such as extreme weather or road closures.

Our Complaints Principles

When you raise a complaint with Man with Van Kilburn, we will follow these principles:

We will listen carefully and treat your concerns with respect and professionalism. We will investigate the matter impartially and consider all information provided by you and by any members of our team involved. We will handle your information confidentially and only share details with those who need them for the purposes of investigating and resolving your complaint. We will provide clear, timely responses and aim to put things right where it is reasonable to do so.

How to Make a Complaint

You should raise any complaint as soon as possible after the issue arises, ideally within a short time of your move or delivery. This helps us investigate thoroughly while events are still recent.

When making a complaint, please include the following information so we can assess the matter effectively: your full name, your moving date and the collection and delivery locations, a description of the service you booked, a clear explanation of what went wrong and when it happened, details of any damage or loss, including photos if available, and details of what outcome you are seeking, such as an explanation, apology, corrective work or compensation where appropriate.

You may raise your complaint in writing so that the details are clear and can be easily referenced during our investigation. If you need assistance setting out your complaint, we will do our best to help.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge receipt within a reasonable timeframe and confirm that we are looking into the matter. During this stage, we may contact you to clarify details, request any missing information, or ask for supporting evidence such as photographs of damage or copies of relevant documents.

We will also inform any drivers, porters or coordinators who were involved in your removal so that we can gather their account of events. Our goal at this stage is to understand the facts clearly and identify any immediate steps we can take to address your concerns.

Stage Two: Investigation and Response

We will then carry out a more detailed investigation. This may involve reviewing job notes, route details, loading plans, and any communication that took place with you before, during and after the move. Where damage or loss is reported, we will assess the information provided and the condition of any items, if they are still available for inspection. We may also review our standard terms and conditions and any agreed inventory or item list.

Once the investigation is complete, we will provide you with a written response. This response will summarise your complaint, explain the steps we took to investigate, set out our findings, and confirm any actions we will take. Actions may include an explanation and apology, corrective services, a gesture of goodwill, or consideration of compensation in line with our terms and conditions and any relevant insurance arrangements.

Timeframes for Handling Complaints

We aim to acknowledge all complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issue. Straightforward matters may be resolved quickly, while more complex complaints involving significant damage, multiple locations or third parties may take longer. If we need additional time, we will keep you updated and explain why.

Outcomes and Remedies

Where our investigation shows that we are responsible for an error or a shortfall in service, we will seek to put things right as fairly as possible. Possible outcomes may include a full or partial refund of charges, corrective work such as a follow-up visit, a goodwill gesture, or other forms of redress consistent with our contractual obligations and any applicable insurance cover.

Any financial remedies will be assessed according to the specific circumstances of your move, the value and condition of items, and the terms and limits set out in our service agreement. We will always explain clearly how we have reached any decision regarding remedies.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for a further review. In that case, your complaint will be reconsidered by a senior member of our team who was not directly involved in the original decision, where possible. They will review the evidence, the original findings and any additional information you provide, and will then issue a final response.

While we aim to resolve matters directly with our customers, you are always free to seek independent advice about your rights as a consumer.

Using Feedback to Improve Our Service

Every complaint we receive is recorded and reviewed so that we can identify patterns, training needs and opportunities to improve. We regularly assess the types of issues raised, how quickly we resolved them and what changes we can make to reduce the risk of similar problems in the future. This process helps us refine our packing, loading and transport practices and strengthen our communication with customers before and during each move.

Accessibility and Updates to this Procedure

This complaints procedure is intended to be clear and accessible to all customers of Man with Van Kilburn, including those arranging moves within the wider area we serve. If you need this information in a different format or need additional support to make a complaint, please let us know and we will do our best to assist.

We may review and update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice. The most recent version will apply to any complaints raised about current services.