Complaints Procedure

Complaints Procedure for Man with Van Kidbrooke

Man with Van Kidbrooke is committed to providing a reliable, professional removals and man and van 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 the steps we will take to resolve matters fairly and efficiently.

Our commitment to you

We aim to handle every complaint in a way that is transparent, consistent and respectful. Our goals are to listen carefully, investigate thoroughly, put things right where we are at fault, and learn from your experience so we can improve the service we offer to all customers using our removal and delivery services.

What is a complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, or the way we have handled your booking or your belongings. This includes issues arising from local or longer-distance moves, single-item collections, house removals, office relocations, or any related man and van work carried out by us.

We encourage you to raise concerns as soon as possible so that we can address them promptly, ideally while the service is ongoing or shortly after completion.

Stage 1: Informal resolution

Many problems can be resolved quickly and informally. If you are unhappy during a job or immediately after completion, please speak directly to the driver or team leader on site. Explain clearly what you are unhappy about and what outcome you are seeking. For example, you might want an explanation, practical assistance, or a review of charges.

The driver or team leader will try to resolve the issue on the spot where it is reasonable and safe to do so. They may need to contact the office for guidance, especially if your concern involves damage, delays, or costs. If your complaint cannot be resolved informally, or if you prefer not to discuss it with the driver, you can make a formal complaint following the process below.

Stage 2: Making a formal complaint

If you wish to make a formal complaint, please set out your concerns in writing. Include the following details so we can investigate properly:

The date of the job and approximate time
Pickup and drop-off locations used for the move or collection
A clear description of what went wrong and when it happened
Names or descriptions of staff involved, if known
Details of any damage, delays, missed appointments, or conduct issues
What you would like us to do to put things right

Please submit your complaint within a reasonable time after the service has taken place. Complaints made long after the event may be more difficult to investigate fully, especially in relation to condition of items or access issues at properties.

Stage 3: Acknowledgement and investigation

Once we receive your formal complaint, we will acknowledge it and begin our investigation. In most cases, we aim to send an initial response within a set number of working days from receipt. This acknowledgement will confirm that we are looking into the matter and may ask for further information or clarification if anything is unclear.

Our investigation may include speaking to the driver or team involved, reviewing booking details, route and timing information, photographs taken on the day, and any other relevant records. We may also contact you during this stage if we need further details or evidence, for example photographs of damage or copies of paperwork.

Stage 4: Our response and outcome

After completing our investigation, we will send you a written response explaining:

What we have understood your complaint to be about
What we have found from our investigation
Any factors that may have contributed to the problem
Our decision about whether your complaint is upheld, partly upheld, or not upheld
Any actions we will take as a result

Where we are at fault, we will seek to offer a fair and reasonable remedy. This may include an apology, an explanation, corrective action where practical, or a financial gesture in line with our terms and conditions and any applicable cover or limits that were agreed when you booked our service.

Timescales for dealing with complaints

We aim to deal with complaints as quickly as possible. Many issues can be resolved within a short period once we have all the relevant information. Complex complaints, or those involving multiple parties or properties, may take longer. If we are unable to meet our usual timescales, we will let you know and keep you informed of progress.

Evidence and inspection of items

If your complaint involves alleged damage or loss of items during a move or collection, we may ask to inspect the items or see photographs before and after the move. This helps us understand whether damage is consistent with transport-related issues, pre-existing wear and tear, or other factors such as poor packing or access constraints. We may also refer to any notes made by our team on the day of the job.

Fair treatment of staff and customers

We expect our staff to treat customers politely and respectfully at all times, and we expect the same courtesy to be extended to our team. We will not tolerate abusive, aggressive, or discriminatory behaviour towards our staff. If we consider behaviour to be unacceptable, we may end communications or decline future bookings, while still dealing fairly with any legitimate complaint raised.

Learning from complaints

Complaints are an important source of feedback. We review issues raised to identify patterns, training needs, or changes that may be required to improve our removals and man and van services. This may include changes to how we communicate before a move, how we protect items in transit, or how we manage access and timing for collections and deliveries.

If you remain dissatisfied

If you remain unhappy after we have provided our final response, you can let us know in writing, explaining which aspects you feel have not been properly addressed. We will review your comments and, where appropriate, may arrange for a further internal review by a different person who was not involved in the original investigation.

Updates to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in our services, operational practices, or legal requirements. The version available at the time you raise your complaint will apply to the handling of your case. We recommend that customers review this page periodically, particularly before making a formal complaint.

Man with Van Kidbrooke aims to provide a dependable, friendly and efficient service for all moves within our regular operating areas and beyond. When things go wrong, this procedure ensures your concerns are heard and dealt with in a structured, fair and timely way.