Complaints Procedure

Man and Van Kennington Complaints Procedure

Man and Van Kennington is committed to delivering a reliable, professional and courteous removal service. We recognise that, on occasion, things may go wrong. When this happens, we want to hear about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to treat every complaint seriously and fairly. We will listen to your concerns, investigate them thoroughly and respond in a clear and timely manner. We will keep you informed throughout the process and will use your feedback to help improve our removals and man and van services.

We handle complaints in line with the following principles:

1. Accessibility and clarity in how to complain.
2. Fairness and impartiality in how we assess each case.
3. Prompt responses, with clear timeframes wherever possible.
4. Confidentiality of your personal information.
5. Commitment to learning and service improvement.

What This Procedure Covers

This procedure applies to any dissatisfaction you may have with our services, including but not limited to home removals, office moves, man and van bookings, packing or loading, handling of belongings, punctuality, conduct of staff and administration or communication issues.

It is designed for private and business customers who have used or booked our moving services. This procedure does not affect your statutory rights.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always do our best to address issues raised verbally, we encourage written complaints wherever possible so that we can keep a clear record of the matter and the actions taken.

When making a complaint, please provide as much information as you can, including:

1. Your full name and preferred method of contact.
2. The date and time of your move or booking.
3. The address where the service was carried out.
4. A clear description of what went wrong and when it happened.
5. Any supporting details, such as photographs, item lists or job references.
6. What outcome you are seeking, for example an explanation, apology, corrective action or compensation.

Providing detailed information at the outset helps us investigate your complaint more efficiently and reach a fair resolution sooner.

Stages of the Complaints Process

Stage 1: Immediate Resolution

Where possible, we encourage you to raise any issues as soon as they arise, for example while the removal team is still on site or shortly after the service has been completed. Many concerns can be resolved quickly by the team member or coordinator responsible for your booking.

If you are not satisfied with the response at this stage, or if the issue is more serious or complex, you can ask for the matter to be escalated under this formal complaints procedure.

Stage 2: Formal Complaint Review

Once we receive your formal complaint, we will:

1. Acknowledge your complaint and confirm that it is being reviewed.
2. Assign a person responsible for handling your case who was not directly involved in the issue where possible.
3. Review your booking records, notes, and any supporting information you have provided.
4. Where appropriate, speak to the staff members involved to understand what happened.

We aim to provide a full response to your complaint after completing our investigation. If for any reason we need more time, we will let you know and explain the reason for the delay, as well as when you can expect a further update.

Stage 3: Final Position and Further Steps

At the conclusion of our investigation, we will set out our findings, explaining:

1. Whether your complaint has been upheld in full or in part, or not upheld.
2. The reasons for our decision, based on the evidence available.
3. Any steps we will take to put things right, such as corrective work, replacement, partial or full refund, or a gesture of goodwill.
4. Any changes or improvements we will make to our processes or staff training as a result of your complaint.

If you remain dissatisfied after our final response, you may seek independent advice about your rights and any further options open to you. This may include alternative dispute resolution or taking your own legal steps if you believe this is necessary.

Handling of Claims for Loss or Damage

Where your complaint involves alleged loss, damage or delay to your belongings, we may ask you for additional information such as item descriptions, photographs, valuations or receipts. This allows us to assess liability and consider any claim in line with our terms and conditions and any applicable insurance cover.

Please notify us of any loss or damage as soon as reasonably possible after the service. Delays in notifying us may make it more difficult to investigate, but we will always consider the circumstances of each case.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services and fulfilling any legal or regulatory obligations we may have. We will retain records of complaints for an appropriate period so that we can identify patterns, monitor performance and demonstrate how we handle concerns.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as an important part of maintaining a trustworthy removal service. We review complaints regularly to identify recurring issues, training needs and areas where our procedures or communications could be improved. By raising your concerns with us, you help us provide a better service to all customers in the future.

Accessibility of This Procedure

This complaints procedure is available to all customers who use our man and van and removal services. If you need this information in a different format, or if you require assistance in making a complaint, please let us know so we can provide reasonable support.

We encourage you to contact us promptly if you are unhappy with any part of our service. Addressing problems early gives us the best chance to resolve them and to ensure your moving experience with Man and Van Kennington is as smooth and stress free as possible.



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Make Sure You Get the Best Price By Calling Our Man and Van Kennington Today!

Do you want to make sure that you hire our man and van Kennington services for the lowest prices? If so, then call us today to get your free quote from our helpful and friendly customer service advisors. We’ll assess your requirements before sending out a team to help complete your removals job, you won’t find another man with a van company with such a great understanding of the house moving process, and it’s guaranteed that you’ll get the lowest price for our services in SE1. Pick up the phone and talk to us today – don’t miss out on this fantastic deal!

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
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Contact us

Company name: Man and Van Kennington Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 20 Kennington Park Rd
Postal code: SE11 4RR
City: London
Country: United Kingdom

Latitude: 51.4895090 Longitude: -0.1048220
E-mail:
[email protected]

Web:
Description: There is a brisk rat race going on in the man and van moving services across Kennington, SE11. Contact the number one company today!
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