Man with Van Keston Complaints Procedure

Man with Van Keston is committed to providing a reliable and professional removal service for all customers. We understand that sometimes things can go wrong, and when they do, we want to address them fairly, promptly, and transparently. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve issues relating to our services.

Our Commitment to You

We aim to handle all complaints in a way that is clear, respectful, and timely. Every complaint is taken seriously and will be investigated with care. We use feedback from complaints to review our working practices and to improve the overall quality and reliability of our removal and transportation services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received or about the conduct of our staff or subcontractors. This may include, but is not limited to:

Concerns about punctuality, reliability, or communication during your booking. Issues with the handling, loading, unloading, or transportation of your belongings. Concerns about the behaviour, attitude, or professionalism of our team members. Disputes about charges, quotes, or the services agreed. Problems experienced before, during, or after your removal or delivery service.

You do not need to use any special wording to make a complaint. If you tell us you are unhappy with our service and would like us to look into it, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. For clarity and to help us investigate properly, we encourage customers to submit complaints in writing wherever possible. When making a complaint, please provide the following information:

Your full name and, if applicable, the name of the person who made the booking. The date and time of your service and the pickup and drop-off locations. A clear description of what happened and what you are dissatisfied with. Details of any damage, missing items, delays, or other problems. Any supporting details that may help us investigate, such as photographs, item lists, or reference numbers.

The more information you can provide, the easier it will be for us to review your complaint thoroughly and respond accurately.

Timescales for Raising a Complaint

We recommend that you raise any concerns with us as soon as possible after your service, ideally within a reasonable period from the date of your move or delivery. Reporting issues promptly helps us to gather accurate details and assess any circumstances surrounding the complaint, especially in relation to handling and potential damage.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear, step-by-step process:

1. Acknowledgement: We will acknowledge that we have received your complaint. Where contact details are provided, we will confirm that your concerns are being reviewed and outline the next steps.

2. Initial Review: We will review the details you have supplied, including any photographs, lists, or other supporting information. We may contact you to clarify points or request further information to ensure we fully understand the situation.

3. Investigation: We will investigate your complaint by checking records related to your booking, speaking with the team members involved, and reviewing any relevant documentation linked to your service. Our aim is to evaluate the circumstances fairly and objectively.

4. Response: After completing our investigation, we will provide you with a considered response. Where appropriate, this response will include an explanation of what happened, whether we accept that something has gone wrong, and what action we propose to take.

5. Resolution and Actions: Depending on the outcome, we may offer various forms of resolution. This may include an apology, a gesture of goodwill, a review of internal procedures, or other remedial steps, as appropriate to the situation and within the scope of our terms and conditions.

Timeframe for Our Response

We aim to complete our initial review and provide a substantive response within a reasonable time from receiving your complaint, taking into account the complexity of the issues raised and the information that needs to be gathered. If we anticipate that our investigation will take longer, we will seek to keep you informed of our progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you can ask us to review the matter again. When requesting a review, please explain why you remain dissatisfied and highlight any points you believe have not been considered.

We will then undertake a further review, which may include a more senior member of our team examining your complaint, the initial investigation, and the response that was provided. You will be informed of the outcome of this further review.

Use of Information and Confidentiality

All complaints and the information you provide will be handled in line with our obligations to protect your personal data. Details of your complaint will be shared only with those who need the information to investigate and respond. We use information from complaints to help identify recurring issues and to improve our service quality and customer experience across our service areas.

Continuous Improvement

Man with Van Keston values feedback from every customer, whether positive or negative. Complaints give us important insights into where our services, processes, and communication can be improved. We review complaint trends regularly so that we can refine our training, planning, and operating practices to provide a better and more dependable removal service in the future.

Summary

We hope that you will not need to use this complaints procedure, but if you do, we want you to feel confident that your concerns will be listened to and addressed fairly. By clearly setting out how to raise issues and how we will handle them, we aim to ensure transparency, build trust, and continuously improve the services offered by Man with Van Keston.