Complaints Procedure for Man with Van Seven Kings

Man with Van Seven Kings is committed to delivering a reliable and professional removal service for customers moving home, office or single items. We recognise that occasionally things may not go as planned, and we take every complaint seriously. This Complaints Procedure explains how you can raise concerns, how we will respond, and the steps we take to put things right.

Our Commitment to Fair Resolution

We aim to resolve all complaints in a fair, transparent and timely manner. Every complaint is handled respectfully and without discrimination. We use the information from complaints to improve our removal services, staff training and systems so that future customers benefit from a better experience.

We encourage customers to raise concerns as soon as possible so we have the best opportunity to investigate and, where appropriate, correct any issues promptly.

Scope of This Complaints Procedure

This procedure covers complaints relating to the provision of our man and van and removal services, including but not limited to:

Service quality and conduct of drivers or porters

Timekeeping, delays or missed bookings

Handling, loading and unloading of goods

Damage or loss of items during collection, transit or delivery

Accuracy and clarity of quotations, charges and invoices

Customer service, communication or administration issues

This procedure does not cover matters that are being pursued through legal action, insurance claims handled externally, or complaints about services provided by third parties not under our direct control.

Step 1: Raise Your Concern Informally

If you experience a problem during your move, we encourage you to speak with the driver or team leader on the day of service wherever possible. Many issues can be resolved quickly on site, such as clarifying instructions, addressing minor conduct concerns, or agreeing a practical solution.

If your concern cannot be resolved at the time, or you only become aware of the issue after the move, you can escalate your complaint formally using the process below.

Step 2: Submitting a Formal Complaint

To help us investigate thoroughly, we ask that formal complaints are submitted in writing. When you contact us, please provide as much detail as possible, including:

Your full name and the address where the service was provided

The date and approximate time of the removal or man and van service

A clear description of what went wrong and how it affected you

Details of any damage, missing items or additional costs incurred

Names or descriptions of any staff involved, if known

Any photographs, inventory lists or other evidence that may assist the investigation

Please submit your complaint within a reasonable time after the service, ideally within 14 days. Complaints raised outside this period may be more difficult to investigate fully, particularly in relation to damage or loss of items.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. In this acknowledgement we will confirm that your complaint has been logged, provide a reference for your case, and outline the next steps in the process.

We aim to acknowledge all complaints within five working days. If we need further information from you to proceed, we will request it at this stage.

Step 4: Investigation Process

Your complaint will be reviewed by a member of our management team who was not directly involved in the original service wherever this is possible. The investigation may include:

Reviewing booking details, job sheets, invoices and service notes

Speaking with the driver and any team members who attended your job

Examining photographs or evidence you have provided

Assessing whether our procedures were followed correctly

Considering any previous communication relating to your booking

We aim to complete most investigations within 14 working days. If the matter is complex or requires more time, we will keep you updated on progress and provide an estimated timeframe for a full response.

Step 5: Outcome and Response

Once our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint and the issues considered

The findings of our investigation

Whether your complaint is upheld in full, in part or not upheld

Any actions we will take to address the issue

Any offer of remedy or redress where appropriate

Possible remedies may include an apology, corrective work, a goodwill gesture, a partial refund or other appropriate resolution, depending on the circumstances and in line with our terms and conditions.

Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request a review. In this case, your complaint and our original decision will be re-examined by a senior member of our team, who will consider whether the investigation was fair and whether the outcome remains appropriate.

Following the review, we will provide a final written response. This will clearly state our final position on the matter and any further actions we are able to take.

Claims for Damage or Loss

If your complaint relates to alleged damage or loss of items during a move, we may request:

Photographs of the damage

Proof of ownership or value

Details of the condition of items before the move

Information about how items were packed or prepared

All claims will be assessed in line with our terms and conditions and any applicable insurance arrangements. It is important that you notify us of any damage or loss as soon as reasonably possible after the service.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We will store and process personal data in accordance with relevant data protection requirements.

Continuous Improvement

We regularly review complaints to identify trends and areas where our removal services can be improved. Feedback from customers, whether positive or negative, helps us refine our processes, enhance training for drivers and porters, and maintain high standards for moves in and around our operating area.

By following this Complaints Procedure, we aim to ensure that every concern is listened to, investigated properly and resolved as fairly as possible.