Kensington Man and Van Complaints Procedure
This Complaints Procedure explains how Kensington Man and Van responds to and resolves complaints relating to our man and van removals, transport, and associated services. We are committed to delivering a reliable and professional moving service and to handling any concerns in a fair, timely and transparent way.
Our commitment to resolving complaints
We aim to provide a smooth and stress-free experience for every customer. If something goes wrong, we want to know about it as soon as possible so that we can put matters right, learn from the issue and improve our services. All complaints are taken seriously, handled courteously and treated in confidence.
Kensington Man and Van will always try to resolve problems informally first, but when a formal complaint is required, this procedure sets out the steps we follow from initial contact through to final resolution.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication or the way your move or booking has been handled, where you are seeking a response or resolution. Examples include concerns about punctuality, conduct, handling of goods, invoicing, service quality or aftercare following your move.
Feedback that does not require a response is always welcome, but if you would like us to investigate and reply, it will be treated as a complaint under this procedure.
How to make a complaint
You can make a complaint in writing or verbally. To help us investigate efficiently, please provide the following information where possible:
Your full name and contact details, your booking or job reference, the date of your move or service, a clear description of what went wrong, when and where it happened, the names of any staff involved if known, and what outcome you are seeking.
We encourage you to raise any concern as soon as reasonably possible after the event so that we can review accurate information and recollections from all parties involved.
Stage one: informal resolution
In the first instance, we ask that you raise your concern with the member of staff you have been dealing with or the coordinator responsible for your job. Many issues can be resolved quickly at this stage through discussion, clarification or a practical solution, such as rearranging work or reviewing charges.
Where your complaint is raised informally, we will aim to respond promptly, usually within a few working days. If you are not satisfied with the response, or if the matter is more serious, you may proceed to make a formal complaint.
Stage two: formal complaint and acknowledgement
If you wish to make a formal complaint, it should be set out clearly so that it can be properly assessed. Once received, your complaint will be recorded and allocated to a person with appropriate seniority who was not directly responsible for the issue in question, wherever possible.
We will acknowledge receipt of your formal complaint within a reasonable period of time. The acknowledgement will confirm that your complaint has been received, outline the next steps and provide an estimated timescale for our investigation and response.
Stage three: investigation of your complaint
The person handling your complaint will carry out a fair and proportionate investigation. This may include reviewing booking records, job sheets, photographs, inventory lists, damage reports, messages and any other relevant documentation relating to your move or removal service.
We may also speak with the staff members involved and, where appropriate, ask you for further information or clarification. Our aim is to understand what happened, why it happened and whether our service met the standards we set for Kensington Man and Van and those expected in the removals sector.
Stage four: response and outcome
Once the investigation is complete, we will provide a written response setting out our findings, any conclusions we have reached and the reasons for them. Where we uphold your complaint in full or in part, we will explain the steps we propose to take to put matters right and to reduce the likelihood of similar issues in future.
Possible outcomes may include an apology, further explanation, corrective work, a review of charges, staff training or changes to our internal procedures. Where a complaint is not upheld, we will explain clearly why we have reached that decision.
Timescales for handling complaints
We aim to resolve complaints as quickly as reasonably possible, while still conducting a thorough and balanced investigation. In many cases, we will be able to provide a full response within a few weeks of receiving your formal complaint.
If, due to the complexity of the matter or the availability of key information, we need more time, we will keep you informed of progress and provide an updated timescale. Our priority is to offer a fair and careful review rather than a rushed conclusion.
If you remain dissatisfied
If you are unhappy with the outcome of your complaint, you may request a further review by a more senior member of our team, where this is appropriate and available. This review will look at whether the complaint was investigated properly and whether the response was reasonable based on the evidence.
While we cannot guarantee that our decision will change, we will carefully consider any additional information you provide and will always explain the reasons for the final decision.
Using complaints to improve our services
Complaints are an important source of feedback that help Kensington Man and Van to improve how we plan, manage and deliver our man and van removal services. We periodically review complaints to identify patterns, training needs and opportunities to enhance our processes, customer communication and service standards.
By following this Complaints Procedure, we aim to handle each case in a respectful and constructive way, giving you confidence that your concerns are heard and addressed properly whenever you use our moving and transport services.
