Complaints Procedure
Complaints Procedure for Kingston upon Thames Man and Van
Kingston upon Thames Man and Van is committed to providing a reliable and professional removals and man and van service. We aim to deliver a smooth experience for all customers, from local flat moves to larger house and office relocations. However, we recognise that occasionally things may go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us.
Our Commitment to Handling Complaints
We take every complaint seriously and treat it as an opportunity to improve our service. Our objectives are to:
Ensure you can easily raise a concern or complaint.
Respond promptly and fairly to every complaint.
Investigate issues thoroughly and objectively.
Provide clear explanations and, where appropriate, reasonable remedies.
Use feedback to improve our removals and man and van operations within our service area.
What This Procedure Covers
This procedure applies to complaints about our man and van and removal services, including:
Home and office removals.
Loading, transport, and unloading of goods.
Booking, scheduling, and customer service interactions.
Conduct and behaviour of our staff and drivers.
Charges, invoices, and the application of our terms and conditions.
This procedure is intended for customers who have used, or have booked, our services. It does not cover general enquiries or requests for quotes.
Raising a Complaint
If you are unhappy with any aspect of our service, you should tell us as soon as possible so we can try to resolve the issue quickly.
Informal Resolution
In many cases, issues can be resolved informally and promptly by speaking to the driver or team leader on the day of your move. If you feel comfortable doing so, please explain the problem to them so they have the opportunity to put things right immediately.
Formal Complaint
If the issue cannot be resolved informally, or you prefer not to raise it at the time, you may submit a formal complaint. When submitting a complaint, please include:
Your full name and, if relevant, your company name.
The date of your move or booking.
The collection and delivery addresses for the job.
A clear description of your concern, including what happened, when, and who was involved.
Any supporting information you feel is relevant, such as photographs, inventory notes, or job references.
What outcome or resolution you are seeking, if you have a preference.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise your complaint within a reasonable time of the issue occurring. For damage to goods or property, you should notify us as soon as you become aware of the damage. For matters relating to charges, invoices, or service levels, we recommend that you contact us as soon as possible after completion of the job.
How We Will Handle Your Complaint
When we receive your formal complaint, we will follow these steps.
Acknowledgement
We will acknowledge receipt of your complaint and confirm that it is being reviewed. We aim to do this promptly so that you know your concerns are being taken seriously.
Initial Review
An appropriate member of our team will carry out an initial review of your complaint. They may contact you to clarify any points, request further information, or discuss the matter informally if this could lead to a quick resolution.
Investigation
We will then investigate your complaint. Depending on the nature of the issue, this may include:
Reviewing booking details, job sheets, and inventory records.
Speaking with the driver, porters, or office staff involved.
Assessing any photographs, videos, or other evidence provided.
Considering our terms and conditions and relevant industry practice.
Outcome and Response
Once our investigation is complete, we will provide you with a clear written response. This will normally include:
A summary of your complaint.
The steps we took to investigate.
Our findings and conclusions.
Any proposed resolution or remedy, where appropriate.
We aim to resolve most complaints within a reasonable timeframe. If for any reason we need longer to investigate, we will keep you informed.
Possible Resolutions
Depending on the circumstances, possible outcomes may include:
An explanation or clarification.
An apology where we have fallen short of our standards.
Corrective action, such as staff training or changes to procedures.
A review or adjustment of charges, where justified and in line with our terms.
Consideration of loss or damage in accordance with our terms and applicable cover.
Escalating Your Complaint
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint be reviewed again. In doing so, please explain why you are unhappy with the outcome and any additional information you would like us to consider. Your case will then be reviewed by a senior member of our team who was not directly involved in the original decision, wherever possible.
Our Expectations of Customers
We understand that moving can be stressful, and we aim to handle complaints with empathy and professionalism. In return, we ask that customers:
Provide accurate and complete information about the issue.
Communicate in a respectful way with our staff.
Allow us reasonable time to investigate and respond.
Work with us constructively towards a fair resolution.
Continuous Improvement
We regularly review complaints and feedback received across our service area to identify patterns and areas where we can improve. This may result in changes to our processes, staff training, or the way we manage bookings and jobs. By following this Complaints Procedure, you help us maintain and enhance the quality of our man and van and removal services.
Updates to This Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices, or applicable regulations. The version published here will always represent our current approach to handling complaints.
