Complaints Procedure

Man and Van Kensington Complaints Procedure

This Complaints Procedure explains how Man and Van Kensington handles any concerns or complaints about our removal and transport services. We aim to provide a professional and reliable moving service for all customers. If something goes wrong, we want to know about it so we can put things right and improve our service.

Our Commitment to You

We are committed to dealing with all complaints in a fair, transparent and timely manner. Every complaint is taken seriously, whether it relates to booking, pricing, the conduct of our team, the handling of your belongings, punctuality, service quality, or any other aspect of our removals and man and van operations.

We will always aim to:

Listen to your concerns carefully and respectfully.

Investigate what happened in an objective way.

Provide you with a clear response and explanation.

Offer appropriate remedies where complaints are upheld.

Use the outcome to improve our services and customer care.

Who Can Make a Complaint

Any customer who has used Man and Van Kensington for removal, packing, loading, unloading or related transport services can make a complaint. Complaints can also be raised by someone acting on the customer’s behalf, provided they have the customer’s permission to do so.

When to Raise a Complaint

We encourage you to tell us about any issue as soon as possible so that we can address it promptly. In many cases, concerns can be resolved quickly and informally if you raise them on the day of your move or shortly afterwards.

If your concern cannot be resolved informally or you are not satisfied with the initial response, you may use this formal Complaints Procedure.

How to Make a Complaint

Please submit your complaint in writing. Written complaints help us understand the issue clearly and allow us to keep a proper record of the case and our investigation. When you make a complaint, please include the following details:

Your full name and the name on the booking.

The date of your move and the address where the service took place.

A clear description of what went wrong and when it happened.

Any relevant reference or job number you were given.

Details of any conversations already held with our staff about the issue.

What outcome you are seeking, such as an explanation, apology, or compensation.

Acknowledgement of Your Complaint

Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in our investigation. We may also request further information or clarification if needed to understand your concerns fully.

How We Investigate Complaints

Your complaint will be passed to a suitable member of our management team for review. The investigation may involve:

Checking your booking details and any related records.

Reviewing notes, job sheets and photographs, where available.

Speaking to the removal team or staff members involved.

Considering any evidence you have provided.

We aim to complete our investigation within a reasonable period, depending on the complexity of the case and the availability of information. If the investigation is likely to take longer than expected, we will keep you informed of the progress.

Our Response to Your Complaint

After we have completed our investigation, we will provide you with a written response. This will normally include:

A summary of your complaint.

An explanation of what we have found during our investigation.

Our decision on whether your complaint is upheld in full, upheld in part, or not upheld.

Details of any steps we will take to address the issue.

Any offer of remedy or redress, where appropriate.

Possible remedies may include a written apology, a practical solution such as a return visit where reasonable, or a financial gesture in line with our terms and conditions and applicable limits of liability.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may request that your complaint be reviewed again by a different member of our management team where possible. When asking for a review, please explain why you are dissatisfied with the original outcome and identify any information you believe has not been considered.

We will then re-examine your complaint, along with any new information you provide, and send you a further written response confirming the final position of Man and Van Kensington.

Damage and Loss Claims

If your complaint relates to damage or loss of items during a move, please notify us as soon as reasonably possible after the service. Claims will be handled in line with our terms and conditions and any applicable insurance arrangements.

To help us assess any damage or loss, you may be asked to provide photographs, proof of value, or other supporting documentation. We may also ask for details of any pre-existing damage or specific handling instructions that were given before or during the move.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful, especially where problems arise, and we always aim to treat customers with courtesy and respect. In return, we expect our staff to be treated in the same way. We may decide to limit or end communication where a complainant acts in an abusive, threatening or persistently unreasonable manner. In such cases, we will explain our decision in writing.

Confidentiality and Data Protection

All complaints are handled confidentially. Information will only be shared with those who need it to investigate the complaint and provide a response. We handle personal data in accordance with applicable data protection requirements and our privacy practices.

Continuous Improvement

Feedback from complaints is an important part of how we improve our removal and man and van services. We review complaints regularly to identify any patterns or recurring issues and to take steps to prevent similar problems in the future. By raising your concerns, you help us refine our processes and deliver a better moving experience for all customers.

This Complaints Procedure applies to all services provided by Man and Van Kensington and is reviewed periodically to ensure it remains accurate, fair and effective.



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Company name: Man and Van Kensington Ltd.
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Monday to Sunday, 07:00-00:00

Street address: 18 Roland Gardens
Postal code: SW7 3PH
City: London
Country: United Kingdom

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