Complaints Procedure

Man and Van Kilburn Complaints Procedure

Man and Van Kilburn aims to provide a reliable, professional and courteous removal service for every customer. We recognise that occasionally things may go wrong, and when they do, we want to put them right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect during the process.

Scope of this complaints procedure

This procedure covers complaints relating to our man and van and household or commercial removal services, including but not limited to collection, loading, transport, delivery, handling of goods, timing, conduct of staff and administration of bookings. It applies to all customers who have booked services directly with Man and Van Kilburn.

This procedure does not deal with general enquiries, booking changes or cancellation requests unless they form part of a wider complaint about our service. It also does not replace any statutory rights you may have under consumer law, which remain unaffected.

Our complaints principles

When dealing with complaints, Man and Van Kilburn will follow these core principles:

We will treat every complaint seriously and with respect. We will handle your information confidentially and only share it where necessary to investigate the matter. We will aim to resolve issues at the earliest possible opportunity. We will investigate complaints in a fair and impartial manner. Where we have made a mistake, we will acknowledge it and take reasonable steps to put things right. We will use feedback from complaints to improve our removal services and customer experience.

How to make a complaint

You can raise a complaint in writing or verbally. Written complaints are encouraged where possible, as they help us keep a clear record of the issues raised and our responses.

When submitting a complaint, please provide the following information to help us investigate efficiently:

Your full name and the name under which the booking was made. The date of your move or service. The collection and delivery addresses used for the removal. A clear description of what went wrong and when it happened. Details of any items that were delayed, damaged or missing. Any relevant reference numbers or documentation related to your booking. What outcome or resolution you are seeking, if you have a preference.

If you raise your complaint verbally at the time of service, our staff will do their best to resolve the issue on the spot. If this is not possible, the matter will be referred for further investigation under this formal procedure.

Stage one: initial review and acknowledgement

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge all complaints within a reasonable time, normally within three working days of receipt. This acknowledgement will confirm that we have received your complaint and that we are investigating it.

At this stage we may contact you to request further details or clarification, especially where the circumstances are complex or where there are potential claims relating to loss or damage.

Stage two: investigation and response

Following acknowledgement, a member of our management or customer service team will review all available information related to your complaint. This may include speaking with the removal team, checking schedules and job sheets, reviewing any images or notes taken during the move, and considering any relevant terms and conditions.

Once the investigation is complete, we will provide a written or verbal response outlining:

A summary of the issues you raised. The steps we took to investigate your complaint. Our findings and, where applicable, any contributing factors. Our decision on whether the complaint is upheld in full, in part, or not upheld. Any proposed remedy, which may include an apology, service correction, guidance on preventing recurrence, or other appropriate redress in line with our terms and conditions and any applicable insurance arrangements.

We aim to provide a full response within 14 working days of acknowledging your complaint. If we are unable to respond within this timeframe, we will let you know and provide an indication of when you can expect a final response.

Stage three: escalation and review

If you are dissatisfied with our stage two response, you may request that your complaint is reviewed at a higher level within Man and Van Kilburn. To do this, please reply to our previous response, explaining clearly why you remain unhappy and what you believe has not been addressed.

A senior member of our team, not previously involved in the original investigation where possible, will review the case. This review may involve reassessing the evidence, seeking additional information and considering whether the outcome was fair and reasonable.

Following the escalation review, we will issue a final response, normally within 14 working days of your escalation request. This will confirm whether our original decision is upheld or amended and will explain the reasons for our final position.

Time limits for raising complaints

To enable a fair and thorough investigation, we ask that complaints relating to a specific removal job are raised as soon as reasonably possible, and in any event within a reasonable period from the date of service. Delayed complaints can make it harder to gather information, especially where goods have been moved again, packaging has been discarded or there has been further handling of items.

For issues involving loss or damage, you should also refer to the relevant sections of our terms and conditions for any specific reporting timeframes or documentation requirements that may apply to claims.

Remedies and limitations

Where a complaint is upheld, any remedy we offer will be in accordance with our contractual obligations, our published terms and conditions and any applicable insurance cover in place. Possible remedies may include an apology, corrective action, partial refund, re-performance of the service or other appropriate measures. The precise form of redress will depend on the circumstances of each case.

This complaints procedure does not override or extend any statutory rights you may have under consumer or contract law. It is intended to provide a clear, accessible and fair process for handling concerns about our removal services.

Continuous improvement

Man and Van Kilburn values feedback from all customers, whether positive or negative. We regularly review complaints and outcomes to identify patterns, improve staff training, refine our operational processes and enhance the quality of our man and van and removal services in the area we serve.

By following this procedure, we aim to resolve problems constructively and maintain the trust and confidence of our customers before, during and after their move.



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Contact us

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

Street address: 203 Kilburn High Rd
Postal code: NW6 7HY
City: London
Country: United Kingdom

Latitude: 51.5416920 Longitude: -0.1980530
E-mail:
[email protected]

Web:
Description: Hire our unparalleled removal services to Kilburn NW6 and we promise you won’t be disappointed with what our skilled movers have to offer!
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