Complaints Procedure for Man and Van King's Cross

Man and Van King's Cross aims to provide a reliable and 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 handle it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair way to tell us when they are unhappy with any part of our service. This includes local and longer-distance moves, small removals, packing assistance, loading and unloading, and any related arrangements we make in connection with your move.

We use all complaints as an opportunity to review and improve our removals and man and van services, including planning, communication, handling of belongings, and timekeeping.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This may include, for example:

Concerns about how your removal or man and van booking was handled, from the initial quotation through to completion of the move. Dissatisfaction with the behaviour, attitude, or conduct of our drivers, porters, or support staff. Issues with punctuality, delays, or how we communicated changes to your booking. Concerns about how your belongings were handled, protected, or transported. Disputes regarding charges, invoices, or the information provided in advance of your move. Any other aspect of our service that you feel fell below your reasonable expectations.

How to Make a Complaint

You can make a complaint in writing. Written complaints help ensure we have a clear record of your concerns and can investigate them thoroughly. When contacting us, please include the following information wherever possible:

Your full name and the address where the service was provided. The date of your move or booking, and any reference number you were given. A clear description of what happened, including key dates and times. The names of any team members involved, if known. Any evidence that may help us understand the issue, such as photographs or delivery notes. How you would like us to put things right, if you have a preferred outcome.

If your complaint relates to an urgent issue affecting an ongoing service, please raise it with our team as soon as possible so that we can take immediate practical steps where appropriate.

Timescales for Raising a Complaint

We ask that you raise your complaint as soon as reasonably possible after the event, and no later than 14 days from the date your removal or man and van service was completed. Raising issues promptly helps us carry out a more accurate and effective investigation, as staff recollections and records will be clearer.

Complaints raised after this period may still be considered, but our ability to fully investigate and resolve them may be limited, especially where detailed records are no longer available.

What Happens After You Complain

When we receive your complaint, we will follow a clear and structured process:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. We aim to acknowledge all written complaints within three working days of receiving them.

Initial Review: We will assign your complaint to a person with appropriate responsibility who is not directly implicated in the concerns raised. That person will review the information you have provided, along with any relevant internal records such as booking details, job sheets, and staff reports.

Investigation: Where necessary, we may contact you to request further details or clarification. We may also speak to the staff involved and review any photos, notes, or other records relating to your move. In some cases, we may ask you for permission to inspect any alleged damage to belongings or property.

Response: Once the investigation is complete, we will provide you with a written response setting out our findings, any steps we have taken or propose to take, and our decision on the outcome of your complaint.

Timescales for Our Response

We aim to provide a full written response within 14 working days of acknowledging your complaint. If we are unable to meet this timescale, for example due to the complexity of the issues, we will contact you to explain the delay and provide an updated timescale for our response.

In particularly complex cases, or where we are waiting for additional information, the investigation may take longer. However, we will keep you informed of progress and will do our best to reach a conclusion as promptly as possible.

Possible Outcomes and Remedies

Depending on the outcome of our investigation, we may offer one or more of the following remedies, where appropriate and in line with our terms and conditions:

A clear explanation or apology where service has fallen below our usual standard. Corrective action to put things right, where reasonably practical. A gesture of goodwill, which may include a partial refund or discount on future services, in appropriate cases. Confirmation of any changes we will make to our processes, staff training, or operational procedures to reduce the risk of similar issues arising in the future.

Any financial remedy will take into account the specific circumstances of your complaint, the evidence available, and the contractual terms that applied to your booking.

Escalating Your Complaint

If you are not satisfied with our response, you may ask for your complaint to be reviewed at a higher level within our business. Your case will then be reconsidered, along with any additional information you wish to provide.

Following this final internal review, we will confirm our position in writing. This will represent the end of our internal complaints process.

Records and Continuous Improvement

We maintain records of all formal complaints, including how they were resolved. These records help us identify patterns and areas for improvement, such as staff training needs, equipment upgrades, or changes to our booking and communication processes.

By reviewing complaints regularly, we aim to ensure that our removals and man and van services remain efficient, safe, and customer focused, and that lessons learned are used to improve the overall experience for future customers.



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Contact us

Company name: Man and Van King's Cross Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 277 Gray's Inn Rd
Postal code: WC1X 8QF
City: London
Country: United Kingdom

Latitude: 51.5293240 Longitude: -0.1203570
E-mail:
[email protected]

Web:
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