Man and Van Kentish Town Complaints Procedure

Man and Van Kentish Town is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

We use all feedback, including complaints, to improve our man and van and house moving services across our operating area. We encourage you to raise any issues as soon as possible so that they can be investigated and resolved quickly.

Our Commitment to You

When you make a complaint about our removal services, we will treat you fairly, courteously and with respect. We will take your concerns seriously, investigate them thoroughly, and aim to resolve matters promptly. We will also keep your personal information secure and only use it for the purpose of handling your complaint.

We aim to:

Respond in a timely and clear manner, explaining what we can and cannot do.

Investigate all the points you raise and gather relevant information from our team members involved in your move.

Offer a fair outcome, which may include an explanation, an apology, corrective action or, where appropriate, a goodwill gesture in line with our terms and conditions.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van or removals services, whether it relates to behaviour, quality of work, delays, damage, communication or any other aspect of your experience with us. You do not need to use any special wording: if you tell us you are unhappy and want us to look into something, we will treat it as a complaint.

Raising a Complaint Informally

In many cases, concerns can be resolved quickly by speaking to the team member or driver on the day of your move, or by contacting the office shortly afterwards. We encourage you to raise issues at the earliest opportunity, as this allows us to put things right as quickly as possible.

When you raise an informal complaint, please provide:

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

The date of your move or booking.

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

Any evidence that might help us understand the issue, such as photos, inventory details or written notes.

We will attempt to resolve informal complaints immediately or within a reasonable time frame, depending on the complexity of the issue.

Making a Formal Complaint

If you are not satisfied with the response to your informal complaint, or if you prefer to make a formal complaint straight away, you can do so in writing. Written complaints help us to understand the issue clearly and create a record of what has happened.

In your written complaint, please include:

Your full name and contact details.

Your booking reference if available.

The date the service took place and the addresses involved in the move.

A detailed description of your concerns, including any specific items or incidents.

What outcome you are seeking, for example an explanation, apology, or review of charges.

Once we receive your formal complaint, we will acknowledge it as soon as reasonably possible and begin an internal investigation.

How We Handle Your Complaint

We follow a structured process to ensure complaints about our removals and man and van services are dealt with consistently and fairly.

Initial review: A member of our management team will review the details you have provided and may contact you to clarify any points.

Investigation: We will speak to the staff involved, check booking records, job sheets, photographs, route logs or any other relevant information.

Assessment: We will consider whether our service met our usual standards and complied with our terms and conditions.

Outcome: We will write to you with our findings, explaining our decision and any actions we will take.

We aim to provide a full written response within a reasonable timescale. If the matter is complex and we require more time, we will let you know and keep you updated on our progress.

Possible Outcomes

After reviewing your complaint, we may:

Offer an explanation of what happened and why.

Provide an apology where we believe we have fallen short of our standards.

Take corrective action to put things right where possible, such as revisiting a property to collect items that were missed, where practical and agreed.

Review internal procedures, staff training or working practices to prevent similar issues from arising again.

Consider a goodwill gesture or financial adjustment, where appropriate and in line with our terms and conditions.

Escalating Your Complaint

If you believe your complaint has not been handled fairly or you are dissatisfied with the outcome, you may ask for your complaint to be reviewed by a more senior member of our team. They will re-examine the details of your case, the steps taken so far, and whether the decision reached is reasonable and in line with our policies.

Following this review, we will send you a final response outlining our position. This will normally represent the end of our internal complaints process.

Your Responsibilities

To help us investigate and resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about your booking and the issues you experienced.

Raise any concerns as soon as you reasonably can, ideally within a short time after the service took place.

Retain any relevant documents, receipts and photographs related to your move.

Communicate with our team in a respectful manner, even if you are frustrated or disappointed.

Using Complaints to Improve Our Service

We view complaints as an important source of feedback that helps us improve our man and van and removal services. We regularly review complaints to identify patterns, training needs and opportunities for service development. This might include updating our procedures, improving staff guidance or investing in additional equipment to provide a better experience for customers across our service area.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or good practice within the removals industry. Any updated version will apply to new complaints from the date it is published. You are encouraged to review this page periodically to ensure you are aware of the current process.

If you have any questions about this Complaints Procedure or are unsure how to make a complaint, please contact us using the usual communication methods set out on our website or booking confirmation.



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Contact us

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

Street address: 76 Highgate Rd
Postal code: NW5 1PB
City: London
Country: United Kingdom

Latitude: 51.5544810 Longitude: -0.1444250
E-mail:
[email protected]

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