Complaints Procedure for Kensington Man with Van Services
Kensington Man with Van is committed to providing a reliable removal and rubbish collection experience. This complaints procedure explains how we handle concerns about our waste removal, clearance and man-and-van services. It sets out the steps customers can expect, the timelines we follow, and how disputes are escalated. The process applies equally to small-scale junk collection and larger clearance jobs, and aims to be transparent, timely and fair.
The procedure below uses clear stages so that every complaint is logged, investigated, and resolved wherever possible. We recognise that issues can arise with scheduling, condition of services provided, or misunderstandings about scope. Wherever practical, the aim is to settle matters within a few working days while ensuring accurate record-keeping for learning and improvement.
Scope: This complaints policy covers service delivery issues including missed collections, damage during removals, incorrect quoting for rubbish removal, and dissatisfaction with the quality of clearance work. It does not replace statutory rights, but it does provide an internal route for resolution and a way to address service failures before other steps are taken.
Making a Complaint
If you need to raise a concern about a Kensington removals or rubbish collection job, start by clearly stating the nature of the complaint, the date of service, and details of the items or issues involved. Please include any relevant evidence such as photographs or descriptions of loss or damage. Typical complaints include late arrival of a van, incomplete clearance, or unexpected charges.When you submit a complaint it will be recorded and acknowledged. Our complaints administrator will allocate a reference number and aim to provide an initial response within three working days. This acknowledgement confirms who is handling the matter and the expected timescale for investigation.
Initial Investigation
Upon receipt we carry out an initial review to establish facts and assign the correct specialist — whether operations, waste management or customer relations. We may request further information. Most complaints are resolved at this stage with a full explanation, an apology if appropriate, and a proposed remedy such as a refund, partial credit, or a repeat visit to correct the issue.
If the initial response does not resolve the problem you may request escalation. Escalation triggers a more detailed review by a senior operations manager who will reassess the case record, reach out to staff involved, and, where needed, inspect photographic evidence or service notes. The escalated review aims to conclude within ten working days of escalation.
Remedies and Outcomes: Possible outcomes include a written apology, reimbursement for proven loss, remedial works where applicable, or amendments to charges. Remedies are tailored to the situation: for example, if a collection was missed resulting in additional disposal costs, we will consider compensation where fault is established.
Decisions are made on the balance of probabilities, supported by job notes and any supporting material provided. If a complaint concerns damage, we assess value using photographic evidence and, if necessary, independent estimates of repair or replacement costs.
Record Keeping and Continuous Improvement — All complaints are logged and used for service improvement. Records help us identify trends in our removal services or rubbish collection routines and train staff to prevent recurrence. We review complaints quarterly and act on systemic issues to improve reliability across the man & van and clearance teams.
Confidentiality: Details of complaints are treated sensitively. Information is shared only with staff who need to be involved in the investigation and resolution. We respect customer privacy while ensuring a fair investigation.
Unresolved Complaints: If, after escalation, the complaint remains unresolved to your satisfaction, the file will be reviewed by our senior complaints reviewer who will provide a final internal response. This final response explains the reasons for the decision and confirms whether the matter is closed internally.
Time Limits
We ask that complaints are raised as soon as possible and ideally within 30 days of the event so that evidence remains fresh. However, we will consider complaints outside this window where there is a reasonable explanation for delay and where we can still investigate effectively.Where refunds or compensatory actions are agreed, we process these promptly. Where applicable, a clear explanation of any deductions or limitations will be provided. Our approach aims to be fair and proportionate to the impact experienced by the customer.
