Complaints Procedure

Kentish Town Man and Van Complaints Procedure

Kentish Town Man and Van is committed to providing a reliable, careful and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect at each stage. Our aim is to resolve issues fairly, promptly and transparently.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to ensure that any dissatisfaction with our services is handled consistently and reasonably. It applies to all customers who have used, or attempted to use, our moving, packing, transport or related services. We use all feedback, including complaints, to improve the quality and reliability of our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals or man and van services, whether justified or not, where you are seeking a response or resolution. This may include issues such as:

Delays, missed time slots or punctuality problems on the day of your move.

Concerns about the handling, loading, unloading or transport of your belongings.

Damage, loss or missing items connected with a service we provided.

Conduct, attitude or behaviour of our drivers, porters or office staff.

Disputes relating to quotations, charges, invoicing or payment arrangements.

Communication problems, including lack of updates or unclear information.

How to Raise a Complaint

You can raise a complaint in writing or verbally. Written complaints help us to understand your concerns clearly and to keep an accurate record. When contacting us, please provide as much relevant information as possible, including:

Your full name and the address where the service took place.

The date and approximate time of the service and your booking reference, if known.

A clear description of what went wrong and how it has affected you.

Details of any items involved, including photographs where there is damage.

Any steps you have already taken to resolve the matter informally with our team.

What outcome you are seeking, such as an explanation, apology, correction or compensation.

Timescales for Making a Complaint

We ask that you raise any complaint as soon as reasonably possible so that we can investigate while the details are still fresh and any evidence can be obtained.

For service quality issues, such as staff conduct, punctuality or communication, you should normally contact us within 14 days of your move date.

For loss or damage to goods, we ask that you notify us as soon as you become aware of the issue and within the time limits stated in your terms and conditions. Where damage is visible on the day of the move, please point this out to the crew immediately and follow up in writing.

Our Complaints Handling Stages

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge your complaint within a reasonable period, typically within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps.

Stage 2: Investigation

A manager or senior team member will review the details of your complaint. This may include speaking to the crew involved, checking schedules, inspecting photographs or documents you have provided, and reviewing any relevant policies or terms and conditions. We may contact you if we need further information to complete our investigation.

Stage 3: Response and outcome

After the investigation, we will provide a written response explaining our findings. Where we uphold your complaint, we will confirm what we propose to do to put matters right. Possible outcomes may include an explanation, an apology, corrective action, service improvements, or, where appropriate and in line with our terms and conditions, a financial remedy.

Timeframe for a Full Response

We aim to provide a full written response to most complaints within 28 days of acknowledgement. In more complex cases, such as those involving significant damage or multiple parties, the investigation may take longer. If this happens, we will keep you informed of progress and let you know when you can expect a final response.

If You Are Not Satisfied with Our Response

If you remain dissatisfied after receiving our final response, you may ask for your complaint to be reviewed by a more senior manager. When requesting a review, please explain why you are unhappy with the outcome or how you believe we have misunderstood your complaint. We will consider any new information you provide and aim to respond within a reasonable timeframe.

Claims for Loss or Damage

Where your complaint involves alleged loss or damage to items, we may ask for supporting evidence such as photographs, purchase receipts, repair estimates or professional assessments. Our liability is governed by the terms and conditions agreed at the time of booking, including any declared value, exclusions or limits. Any settlement offer will be made strictly in accordance with those terms.

Respectful Communication

We expect all complaints to be raised and handled respectfully. Our staff are entitled to carry out their roles without abuse, harassment or threatening behaviour. In cases of unreasonable conduct, we may restrict the method or frequency of communication, while still fulfilling our obligations to address the complaint fairly.

Using Feedback to Improve Our Service

Every complaint gives us an opportunity to examine our processes and make improvements. We regularly review complaint records and look for patterns in issues raised by customers using our removals and man and van services. Where appropriate, we provide additional staff training, update our procedures or adjust our scheduling and planning to reduce the likelihood of similar problems occurring in future.

Policy Review

This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective. We may update it in line with changes to our services, operational practices or legal and regulatory requirements. The version published on our website represents the current procedure in force for Kentish Town Man and Van customers.