Man and a Van London Complaints Procedure

Man and a Van London is committed to delivering a reliable and professional removal service. We aim to resolve any concerns quickly, fairly and transparently. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can do if you remain dissatisfied.

Our Commitment to You

We recognise that, despite our best efforts, things can sometimes go wrong. When that happens, we want to know so we can put matters right, learn from the experience and improve our moving and van services. We will always treat your complaint seriously, handle it politely and with respect, and keep your personal information confidential and secure.

What This Procedure Covers

This procedure applies to complaints about any aspect of our services, including but not limited to home removals, flat moves, office relocations, packing, loading and unloading, timings, conduct of staff, and damage or loss of items. It covers services provided directly by Man and a Van London within our normal service areas.

This procedure does not cover general enquiries, requests for quotes or booking changes unless you specifically tell us that you wish to make a complaint.

How to Make a Complaint

If you are unhappy with any part of our service, please raise it with us as soon as possible so we can address it promptly. You may contact us in writing or by speaking to a member of our team. When making a complaint, please provide the following information where possible:

Your full name

Your booking or job reference

The date and approximate time of the move or incident

A clear description of what went wrong

Any steps already taken to resolve the issue

Any supporting information you wish to share, such as photographs of damage or written notes

We recommend raising your concern within seven days of the service being completed, especially where damage or loss of goods is involved, so that we can investigate effectively.

Stage One: Initial Resolution

In the first instance, we will try to resolve your complaint informally and as quickly as possible. This may involve the driver or team leader on the day of the move, or a member of our office staff shortly afterwards.

We will aim to:

Acknowledge your complaint promptly

Understand what outcome you are seeking

Provide an immediate explanation or solution where this is possible

If we cannot resolve the issue immediately, we will move to a more detailed investigation at Stage Two.

Stage Two: Formal Investigation

If your complaint cannot be resolved at Stage One, or if you prefer a formal review from the outset, it will be logged and investigated by a manager or an appointed complaints handler.

As part of this investigation, we may:

Review your booking details and any related documentation

Speak to the driver or removal team involved

Consider photographs, inventories or other evidence

Assess our internal procedures and any relevant terms of service

We aim to provide a full written response within 10 working days of receiving your formal complaint. If we need more time, for example where additional information is required, we will let you know and provide an updated timeframe.

Our Response and Possible Outcomes

At the end of our investigation, we will explain:

What we have understood your complaint to be about

What we have found during our review

Whether your complaint is upheld in full, in part, or not upheld

Any action we will take to put things right, where appropriate

Any steps we will take to prevent similar issues occurring in future

Possible outcomes may include a verbal or written apology, an explanation, corrective action on future bookings, or other remedies in line with our terms and conditions and any applicable consumer rights.

If You Are Still Unhappy

If you are not satisfied with the outcome of Stage Two, you may request a further review. In doing so, please explain why you are unhappy with our response and what you feel has not been addressed.

Where possible, a different senior member of staff will review your complaint, the investigation and our decision. We will then provide you with a final response. This represents the end of our internal complaints process.

Time Limits and Evidence

It is important that complaints are raised within a reasonable time of the service taking place, especially if they relate to damage, loss or delays. We may not be able to properly investigate complaints raised several months after the event, particularly where evidence is no longer available.

For claims involving loss or damage to items, we may ask you to provide photographs, proof of purchase or repair estimates, where this is appropriate. This helps us properly assess the situation and consider any remedy in line with our service terms.

Fairness, Respect and Confidentiality

We expect all parties to behave respectfully during the complaints process. Our team will treat you courteously and we ask that you do the same in return. Abusive or threatening behaviour may lead to us restricting how we communicate with you while still aiming to handle your complaint fairly.

All complaints will be handled in accordance with relevant data protection requirements. We will only share information about your complaint with those who need it in order to investigate and resolve the issue.

Using Feedback to Improve Our Service

Complaints are an important source of feedback for Man and a Van London. We review complaint patterns regularly so that we can improve our removal services, staff training, communication and internal processes. By raising a concern, you help us provide a more dependable and professional service to all customers across our service areas.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or industry best practice. The version available at the time you make your complaint will apply to your case.

If you have any questions about this procedure or need help understanding how it works, our team will be happy to explain the steps involved and how we will handle your complaint.