Complaints Procedure

Complaints Procedure for Man With a Van Kilburn

This complaints procedure explains how you can raise a concern about our man and van or removal services and how we will handle your complaint. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve the quality and reliability of our moving services.

Scope of this Complaints Procedure

This procedure applies to all customers who have booked or used Man With a Van Kilburn for any type of moving, collection, delivery or small removals service. It covers concerns related to service quality, conduct of staff, timing, damage, loss, communication and billing. It does not cover disputes arising from matters outside our control, such as access restrictions, parking enforcement, or circumstances where you have not followed agreed terms and conditions.

Our Commitment to You

We are committed to handling all complaints in a professional and consistent way. When you raise a complaint, we will:

• Treat your concern seriously and with respect
• Acknowledge your complaint promptly
• Investigate the facts thoroughly and impartially
• Keep you informed of progress where appropriate
• Provide a clear response and, where necessary, a practical resolution
• Use the outcome to improve our removal and man and van services

Informal Resolution

Many concerns can be resolved quickly and informally. If you are unhappy during the job or immediately after, please raise the issue with the driver or team leader on site. They will do their best to resolve the matter straight away, for example by adjusting how items are handled, clarifying agreed work, or revisiting a property where reasonable and safe to do so.

If the issue cannot be resolved on the day or you are still dissatisfied after speaking with the team, you can move to the formal complaints process described below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our services, please do so as soon as possible after the event, ideally within 7 days. This helps us investigate while details are still clear. Your complaint should include:

• Your full name
• The date of the service and collection or delivery address
• A clear description of what happened and why you are unhappy
• Details of any previous attempts to resolve the issue informally
• Any supporting information, such as photos of damage, inventory lists or written instructions provided to our team

Please submit your complaint in writing so there is a clear record of the facts and timeline. Written complaints help us to investigate fully and to respond to you in a structured way.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it as soon as reasonably possible. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. We may request additional information or clarification if this is needed to carry out a proper investigation.

Investigation Process

We will then investigate your complaint by reviewing all relevant information. This may include:

• Speaking with the driver and any staff involved in the move
• Reviewing booking details, job sheets and any photographs
• Considering our terms and conditions that applied to your booking
• Assessing whether the service you received was delivered with reasonable care and skill

We aim to complete our investigation and provide a full response within a reasonable timeframe. If the matter is complex or requires additional checks, the process may take longer. In such cases, we will aim to keep you informed of progress.

Our Response and Possible Outcomes

After completing the investigation, we will send you a written response explaining our findings and any actions we will take. Possible outcomes may include:

• An explanation or clarification of what happened
• An apology where we have fallen short of our standards
• Practical steps to put things right where reasonably possible
• A goodwill gesture, discount or partial refund where appropriate
• Confirmation that we do not believe the complaint is justified, with reasons

Any resolution offered will take into account the circumstances of the move, the terms agreed at the time of booking and any limits set out in our terms and conditions.

Complaints Involving Damage or Loss

If your complaint relates to damage or loss of items during a move, it is important that you notify us as soon as you become aware of the issue. We may ask for photographs, purchase information or other evidence to help assess the claim. In some cases, we may need to inspect the items or ask you to retain them for inspection.

Any compensation or contribution to repair costs will be considered in line with our terms, the condition and value of the items, and the extent to which our team was responsible. Certain items may be excluded or subject to limited liability, and we will explain this clearly in our response.

If You Remain Dissatisfied

If you are unhappy with our final response, you can reply in writing explaining which parts of the outcome you dispute and why. We will review any new information you provide and confirm whether our original decision stands or whether we can offer an alternative resolution.

Where appropriate, you may also consider seeking independent advice about your consumer rights in relation to moving and removal services.

Using Complaints to Improve Our Service

All complaints, whether upheld or not, are recorded and reviewed regularly. We use this information to identify patterns, improve staff training, adjust procedures and raise standards across our man and van and removal services. By sharing your concerns, you help us to provide a more reliable and professional service for all customers.

Updates to this Procedure

Man With a Van Kilburn may update this complaints procedure from time to time to reflect changes in our services, working practices or legal requirements. The version in force at the time you raise your complaint will be used to manage your case.