Complaints Procedure

Kennington Man and Van Complaints Procedure

Kennington Man and Van is committed to providing reliable, professional removal and man and van services. We aim to handle every move with care, efficiency and respect for your property and time. If something goes wrong or you are unhappy with any part of our service, we want to hear about it so we can put things right and improve for the future.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern or complaint about our services, what information we need from you, how we will respond, and the steps we take to resolve issues. It applies to all customers using our removal, packing, loading, transport or man and van services.

We treat all complaints seriously, whether they relate to conduct, punctuality, communication, pricing, damage, loss, or any other aspect of our work. Our goal is to resolve matters fairly, transparently and as quickly as possible.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Kennington Man and Van, where you would like a response or resolution. Examples include:

Concerns about the behaviour, attitude or professionalism of our team members. Issues with how your belongings were handled, including damage or loss. Disagreement about what was included in the agreed service or how it was delivered. Questions about charges, additional costs, or how your invoice was calculated. Problems with punctuality, communication or changes to bookings.

If you are unsure whether your issue counts as a complaint, you are still encouraged to contact us. We will clarify this and direct you to the most appropriate way forward.

How to Make a Complaint

You can raise a complaint with Kennington Man and Van in writing. Written complaints help us to clearly understand the situation, review it properly and keep a clear record.

When submitting your complaint, please include as much of the following information as you can:

Your full name and the address where the service took place. The date of your move or booking and any reference number you were given. A clear description of what went wrong and when it happened. The names of any staff members involved, if known. Any supporting details, such as photographs of damage or copies of relevant documents. How you would like us to resolve the issue, if you have a preferred outcome.

Providing full information from the start helps us assess your complaint quickly and accurately.

Our Acknowledgement and Initial Assessment

Once we receive your complaint, we will record it in our internal complaints log. We will then acknowledge receipt in writing within a reasonable timeframe, normally within five working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in our investigation.

We will review the details you have provided, check your booking information and, where necessary, speak to the team members who carried out your move. If we require further information or clarification from you, we will contact you to request it.

Investigation and Timescales

We aim to investigate complaints thoroughly but efficiently. In most cases, we will provide a full written response within 20 working days of acknowledging your complaint. If your complaint is complex, involves multiple parties or requires additional evidence, the investigation may take longer. If this happens, we will inform you of the delay, explain the reason and give you an updated timescale for our response.

During the investigation we may review photographs, job sheets, inventory lists, driver notes, and any communications between you and our team. This helps us build a clear picture of what happened and decide on an appropriate outcome.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a clear written response. This will normally include:

A summary of the complaint you raised. The steps we took to investigate the matter. Our findings based on the evidence available. Any decision we have reached and, where appropriate, any offer of resolution.

Depending on the nature of your complaint and our findings, possible outcomes could include:

An explanation or clarification where there has been a misunderstanding. An apology where we accept that our service fell below our standards. Practical steps to put things right where reasonably possible. A goodwill gesture, partial refund or other form of redress, where appropriate and in line with our terms and conditions. Confirmation of any internal steps we will take, such as staff training or process changes, to reduce the risk of similar issues happening again.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or how it was handled, you may request that it be reviewed at a higher level within Kennington Man and Van. In your escalation request, please explain why you are unhappy with the initial decision and what further outcome you are seeking.

A more senior member of our team will then review the original complaint, the investigation and the response given. They may re-assess the evidence or request additional details. We will then provide a final written response. This internal review is the final stage of our complaints process.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints relating to removal services are raised as soon as possible and, where practical, within 14 days of the date of your move. Issues reported later may be more difficult to verify, particularly in relation to damage or loss. However, we will always consider the circumstances and do our best to respond fairly.

Confidentiality and Data Protection

All complaints are handled in confidence. Details are shared only with those who need to know in order to investigate and respond appropriately. We store complaint information securely and in line with our data protection obligations. We use information from complaints to improve our services, train our staff and strengthen our procedures.

Our Commitment to Continuous Improvement

Kennington Man and Van values feedback from every customer. Complaints highlight areas where we can improve, whether that involves communication, timekeeping, handling of goods, or how we plan and manage moves. By following this complaints procedure, we aim not only to resolve individual issues but also to keep raising the standard of the removal services we provide.

We encourage you to let us know whenever you are unhappy with our service so we have the opportunity to address your concerns and learn from your experience.