Man and Van Kingston Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Kingston can raise concerns about our removals and man and van services, how we handle those complaints, and the steps we take to resolve issues fairly and efficiently. We aim to provide a professional and reliable service for moving, loading, transport and delivery. When things do not go to plan, we use feedback and complaints to improve our service and protect our customers.

Our Commitment to Handling Complaints

Man and Van Kingston is committed to treating every complaint seriously, whether it relates to customer service, timekeeping, vehicle condition, handling of belongings, pricing, or any other aspect of our moving services. We aim to:

Respond promptly and courteously to every complaint.

Investigate all issues thoroughly and impartially.

Provide clear explanations and suitable remedies where appropriate.

Use complaints as an opportunity to review and improve our operations.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our removals or man and van services, whether justified or not, which requires a response. This may include, but is not limited to:

Concerns about the conduct, attitude or behaviour of our drivers or porters.

Issues with punctuality, cancelled or significantly delayed bookings.

Disputes about quotes, final charges, or additional fees for your move.

Concerns about how items were handled, loaded, protected, or unloaded.

Allegations of damage or loss to property or belongings during a move.

Any other concern where you believe our moving service has fallen below your expectations.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve verbal complaints on the spot, we encourage written complaints for anything more serious, detailed or related to damage or loss, so that all relevant information is recorded accurately.

When making a complaint, please provide the following information where possible:

Your full name and the address where the service was provided.

The date and approximate time of the move or appointment.

A clear description of what went wrong and what outcome you are seeking.

Any relevant supporting details, such as inventory notes, photographs, or receipts.

If the complaint involves alleged damage or loss, please describe each item, its condition before the move, the nature of the damage or loss, and the approximate value.

Time Limits for Submitting Complaints

To help us investigate effectively, we ask that complaints about service quality or staff conduct are raised as soon as reasonably possible, and no later than 14 days after the service date. Allegations of loss or damage to items should be reported as soon as you become aware of the issue, ideally within 48 hours of the move, together with any supporting evidence.

If a complaint is made outside these time frames, we will still review it, but it may be more difficult to collect evidence, and this may affect the outcome. We will always be honest about what we can and cannot do in such cases.

How We Handle Your Complaint

Once we receive your complaint, our procedure is as follows:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. If further information is needed, we may ask you for additional details or clarification.

2. Investigation: We will review the booking details, job notes, crew reports and any supporting evidence provided by you or our team. Where appropriate, we may also speak directly with the staff involved.

3. Assessment: We will consider whether our service met our internal standards and any commitments we made in our confirmation or quote. We will then assess what action is appropriate in the circumstances.

4. Response: We will provide you with a written or verbal outcome, setting out our findings, any action taken or proposed, and our reasons. We aim to provide a full response within 10 working days of acknowledging your complaint. If the issue is complex and we need more time, we will let you know and give an updated time frame.

Possible Outcomes and Remedies

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

An explanation or clarification of what happened and why.

An apology where our service has not met the expected standard.

Corrective action for future bookings, such as additional planning or resources.

A review of internal procedures, staff training or supervision.

Where appropriate and at our discretion, a partial refund, price adjustment or other gesture of goodwill.

If the complaint relates to alleged loss or damage and falls within the scope of our terms and conditions, we will consider any claim in line with those terms, including any applicable limitations or exclusions.

Escalating a Complaint

If you are not satisfied with the initial outcome, you may request that your complaint is reviewed again. In your escalation, please explain why you are unhappy with the decision or resolution and provide any additional information you would like us to consider.

We will conduct a further review, which may involve a different person within our management team where possible. We will then provide a final response explaining whether the original decision is upheld or varied, and on what basis.

Unreasonable or Persistent Complaints

We are committed to treating all customers with respect and expect to be treated in the same way. While we welcome feedback, we reserve the right to limit communication where a complaint is pursued in a manner that is abusive, threatening, or deliberately repetitive without new information. In such cases, we may restrict contact or decline to engage further while still honouring any legal or contractual obligations.

Recording and Using Complaint Information

We keep records of complaints, along with details of how they were resolved. This helps us monitor trends and identify recurring issues within our removals and man and van services. Information from complaints may be used to update training, refine procedures, improve scheduling and vehicle allocation, and raise service standards for all customers.

By following this Complaints Procedure, Man and Van Kingston seeks to provide a clear, fair and transparent way for customers to have their concerns heard and resolved in a timely manner.



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The Best Man and Van Kingston Prices!

To guarantee you get the very best price when booking our man and van services, make sure you get in touch us immediately! When you speak to our customer services team, you can talk us through what you need and we will assess your requirements before sending a team of movers out to help you. You can be sure that you’ll be getting the best prices in KT1 and you’ll no doubt be impressed with our professional moving services and efficient processes. What are you waiting for? Call us today to find out more about man and van Kingston!

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
Per day /Up to 8 hrs/ from £480 from £672

Contact us

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

Street address: 1 Cobham Rd
Postal code: KT1 3AE
City: London
Country: United Kingdom

Latitude: 51.4122240 Longitude: -0.2865350
E-mail:
[email protected]

Web:
Description: Good intention and hard work in providing you with expert man and van services in Kingston, KT1 make us being so successful. Hire us now!
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