Man and a Van London Complaints Procedure
Man and a Van London is committed to providing reliable, professional removal and moving services. We aim to resolve any concerns quickly, fairly and transparently. This Complaints Procedure explains how you can raise an issue with us and how we will respond.
1. Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to set out a clear and straightforward process for customers who wish to express dissatisfaction with any aspect of our service. This may include domestic or commercial moves, packing services, loading and unloading, storage-related services, or customer service before, during or after a move.
We use complaints as an opportunity to review and improve our services, training and communication, so that customers across our London service area receive a consistently high standard of care.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received or about how we have handled a particular matter. Examples include concerns about:
Service quality during a move, including punctuality, conduct of staff or handling of items. Communication before or after your booking, such as unclear information about services, charges or timing. Loss of or damage to property connected with our services. Billing issues, including invoices, quotations or unexpected charges. The way a previous concern or query has been handled.
You do not have to use formal language or label your concern as a complaint for it to be treated seriously.
3. How to Make a Complaint
You can make a complaint using any reasonable method of communication. We encourage you to provide as much detail as possible to help us investigate and resolve the issue quickly. When making a complaint, please include where possible:
Your full name and the address where the service was provided. The date and approximate time of the move or service. A clear description of what went wrong and how it affected you. Any steps already taken to raise the issue with our team. Any supporting information you wish to share, such as booking references, photographs of damage, or copies of correspondence.
Complaints should be raised as soon as possible after the event so that we can investigate while information remains fresh and accurate.
4. Stages of the Complaints Process
4.1 Informal Resolution
Many issues can be resolved quickly by speaking with our team. If a problem arises on the day of your move or shortly afterwards, please tell the driver, porter or office contact as soon as you can. We will do our best to put things right immediately where this is within our control.
If an informal discussion does not resolve your concern, or if you prefer to make a formal complaint from the outset, the steps below apply.
4.2 Formal Complaint
When we receive a formal complaint, we will:
Acknowledge your complaint within a reasonable period of time. Record your complaint in our internal system so that it can be tracked and reviewed. Allocate a member of our team, who was not directly involved in the matter where possible, to investigate your concerns.
We may contact you to clarify details or request additional information to ensure a fair and thorough review.
4.3 Investigation and Response
During our investigation, we may:
Review booking notes, job sheets and route information. Speak with the crew or staff involved. Assess any photos, videos or documents you share. Consider our terms and conditions and relevant internal policies.
Once the investigation is complete, we will provide you with a response setting out:
The outcome of our investigation. Any offer of remedy or redress, where appropriate. Any steps we will take to prevent similar issues occurring again.
We aim to respond in full within a reasonable timescale. If we need more time due to the complexity of the matter, we will let you know and keep you updated.
5. Possible Outcomes and Remedies
Depending on the circumstances, possible outcomes may include:
An explanation or clarification, if there has been a misunderstanding. An apology, where we accept that our service fell below our usual standards. Practical steps to complete or correct any part of the service that was not delivered as agreed, where feasible. A gesture of goodwill, which may include a partial refund or other appropriate remedy, in line with our terms and conditions and applicable consumer law.
All outcomes are considered on a case-by-case basis, taking into account the nature of the complaint, any evidence provided, and the service agreed at the time of booking.
6. Escalating Your Complaint
If you are dissatisfied with our final response to your complaint, you may request that it is reviewed by a senior member of our team. They will re-examine the details of your complaint, the investigation and the outcome previously offered, and will provide a further and final response.
We will always explain the reasons for our decision, even if we do not uphold your complaint or cannot provide the remedy you are seeking.
7. Our Commitment to Fairness and Confidentiality
We treat all complaints seriously, fairly and impartially. Raising a complaint will not affect your ability to use our services in the future, and our staff are trained to handle concerns professionally and respectfully.
Your personal information will be handled in line with our privacy practices and will only be used for the purposes of managing and resolving your complaint, meeting legal obligations and improving our services.
8. Continuous Improvement
We review complaints regularly to identify patterns, training needs and opportunities to enhance the customer experience across our removals and man and van services in London. This helps us maintain high standards of care for individuals, families and businesses who rely on us for local and regional moves.
By following this Complaints Procedure, we aim to ensure that every concern is heard, investigated and responded to in a consistent and transparent way, and that our services continue to develop in line with customer expectations.
