Complaints Procedure
Man and Van Kennington Complaints Procedure
Man and Van Kennington is committed to delivering reliable, efficient and respectful moving services. We aim to resolve any issues quickly and fairly. This complaints procedure explains how you can raise a concern about our services and how we will deal with it.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, straightforward process for customers who feel dissatisfied with any aspect of our removals or man and van services. It explains what we view as a complaint, how you can contact us, the steps we will take to investigate, and the outcomes you can expect.
This procedure applies to all customers who use our services for moves, collections, deliveries and related removal activities.
What We Class As a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Man and Van Kennington, whether that dissatisfaction is justified or not. This can include, but is not limited to:
Delays or missed arrival times for a move or collection.
Concerns about how our staff have behaved or communicated with you.
Disagreement about how your items were handled, packed or transported.
Damage to property or possessions during a move.
Disputes about pricing, charges or information given before or after the service.
Any other aspect of our moving services that you feel fell below your reasonable expectations.
How To Make a Complaint
You should raise your complaint as soon as possible so that we can address it promptly. When you contact us, please provide the following information to help us investigate efficiently:
Your full name and the address where the service was carried out.
The date and time of the move or service.
A clear description of what went wrong or why you are dissatisfied.
Details of any conversations you have already had with our staff about the issue.
Any supporting information, such as photographs of damage, inventory lists or written notes.
You may submit your complaint in writing. If you initially raise a concern verbally, we may ask you to confirm it in writing so that we can keep a clear record.
Informal Resolution
Where possible, we encourage you to raise issues informally with the team member in charge of your move on the day, or with our office team as soon as you become aware of the problem. Many concerns can be resolved quickly by clarifying information, adjusting arrangements or agreeing a straightforward remedy.
If you are not satisfied with the informal response, or if the matter is more serious, you can pursue a formal complaint using the process below.
Formal Complaints Process
Once we receive your formal complaint in writing, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timescale, confirming that we have received your details and that an investigation will begin.
Investigation: A member of our management team will review your complaint. This may include checking booking records, vehicle logs, job sheets, photographs, staff statements and any other relevant information.
Clarification: If we need more details from you to understand the issue fully, we may contact you to ask for further information or evidence.
Response: After our investigation is complete, we will provide you with a written response. This will explain our findings, any factors we have considered, and the decision we have reached.
We aim to respond to formal complaints within a reasonable and practical time frame, taking into account the complexity of the issue and the availability of information.
Possible Outcomes and Remedies
Following the investigation, we may decide on one or more of the following outcomes:
An explanation of what happened and why.
An apology where our service has fallen below the standards we expect.
Practical steps to put things right where this is possible.
A review of our internal processes, staff training or communication where improvements are identified.
Any offer of goodwill, where appropriate, at the discretion of management.
All outcomes will be confirmed to you in writing.
If You Are Still Unsatisfied
If you remain unhappy after receiving our formal response, you may contact us again to explain why you believe the outcome is not fair or complete. We will review your concerns and, if appropriate, arrange for a further internal review by a different member of the management team.
During this stage, we may ask you to highlight any specific points you feel have not been addressed so that we can consider them carefully.
Our Commitment to Fair Treatment
Man and Van Kennington treats all complaints seriously and aims to handle them consistently, fairly and with respect. Making a complaint will not affect any ongoing or future services you may wish to book with us. We will always aim to learn from complaints so that we can improve the reliability and quality of our local moving and man and van services.
Confidentiality and Data Protection
All complaints are handled in line with our obligations under applicable data protection laws. Information about your complaint will only be shared with staff who need it in order to investigate and resolve the issue. Records of complaints are stored securely and used to monitor service standards and identify areas for improvement.
Review of This Complaints Procedure
We review this complaints procedure periodically to ensure it remains clear, effective and appropriate for the services we provide. Updated versions may be issued from time to time to reflect changes in our operations, industry standards or legal requirements.
By using the services of Man and Van Kennington, you agree that any concerns or disputes will first be raised through this complaints procedure so that we have an opportunity to address them promptly and fairly.
What Our Customers Say
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CONTACT US
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Opening Hours:
Monday to Sunday, 07:00-00:00 -
Company name:
Man and Van Kennington. -
Office Address:
321 Kennington Rd -
E-mail:
[email protected] -
Web:
https://manandvankennington.com/ -
Description:
Give us a ring and our man and van Kennington, SE11 specialists will come to you in a second. We can always help you move, 100 % great results.


