Man with Van London Complaints Procedure

This Complaints Procedure explains how Man with Van London manages and resolves complaints about our man and van and removal services. We are committed to providing reliable, professional support for moves of all sizes and to addressing any concerns in a fair, transparent and timely way.

Our Commitment To You

We aim to deliver a smooth and stress-free service for every customer. If something goes wrong, we want to know about it so we can put it right, learn from the situation, and improve how we operate. All complaints are taken seriously and handled with respect, discretion, and without prejudice.

You will never be treated unfavourably for raising a complaint in good faith. We welcome feedback as an important part of maintaining high standards across our removal and transport services.

What This Procedure Covers

This Complaints Procedure applies to all services provided by Man with Van London, including but not limited to domestic and commercial removals, man and van transport, packing assistance, loading and unloading, and short-distance or longer-distance moves.

You may use this procedure to complain about issues such as service quality, conduct of staff or contractors, damage or loss of items, punctuality, communication, administrative errors, or billing concerns.

How To Make A Complaint

You can raise a complaint as soon as you become aware of a problem. The sooner you contact us, the easier it usually is to understand what has happened and to agree a solution.

You can make a complaint in the following ways:

In writing, setting out full details of your concerns, the date of your move, and any relevant reference or booking numbers.

Verbally, by speaking with a member of our team, for example a driver, porter, move coordinator, or office representative. Where a complaint is made verbally, we may ask you to confirm key details in writing so that we have an accurate record.

Please provide as much information as possible, including:

The date and location of the service

A description of what went wrong

Names or roles of any staff involved, if known

Details of any damage or loss, if relevant

Copies of any supporting information you have, such as photos or inventory lists

How you would like us to resolve the matter, if you have a preferred outcome

Stage One: Initial Review And Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge complaints as promptly as possible. In our acknowledgement, we will usually:

Confirm that we have received your complaint

Record the main issues you have raised

Explain the next steps in our investigation

Advise you of any information we may need from you

Let you know the expected timescale for a response

In straightforward cases, we may be able to resolve your complaint at this early stage. If this happens, we will explain what we propose to do and seek your agreement to the outcome.

Stage Two: Investigation Of Your Complaint

If your complaint cannot be resolved immediately, it will be passed to an appropriate manager for investigation. The complexity of the complaint will influence how long this stage takes, but we will aim to complete our investigation within a reasonable timeframe and will keep you updated if more time is required.

During the investigation we may:

Review booking information, job sheets, and inventory lists

Speak to the staff or contractors involved in your move

Review any photographs, videos, or documents you have provided

Examine relevant internal procedures and policies

We will consider all the information available objectively and will seek to understand both what happened and why it happened.

Stage Three: Outcome And Resolution

After the investigation, we will provide you with a written response explaining our findings and any steps we propose to take. This response will usually include:

A summary of your complaint

An outline of the investigation carried out

Our conclusions based on the information available

Any actions we will take to put things right where appropriate

Any measures we will put in place to reduce the risk of similar issues occurring again

Possible outcomes may include an explanation or clarification, an apology, a service rectification, a goodwill gesture, or guidance on making a claim where loss or damage is involved and covered by our terms.

If You Are Not Satisfied With The Outcome

If you feel that your complaint has not been handled fairly or that important information has not been taken into account, you can ask for a further review. In this case, your complaint and our response will be reconsidered by a more senior member of the team, who will look at the situation afresh where possible.

Following this further review, we will provide you with a final response. This will set out whether we are able to change our original decision and the reasons for our position.

Time Limits For Complaints

We encourage customers to raise complaints as soon as possible and preferably within a reasonable period after the service has taken place. Delays in reporting issues, especially involving damage or loss of items, may make it more difficult for us to investigate fully and may affect the options available for resolution under our terms and conditions.

Information, Confidentiality And Data Protection

We will handle all complaints with appropriate confidentiality. Information about your complaint will only be shared with staff who need it in order to investigate and respond. We will store complaint records securely in line with our data protection responsibilities. Records may be retained for a reasonable period to help us demonstrate how we handled your complaint and to help improve our services.

Using Feedback To Improve Our Service

Every complaint and piece of feedback helps us review our processes and performance. We may use information from complaints to identify training needs, update our procedures, review how we plan and complete moves, and improve communication with customers, especially for complex or time-sensitive removals.

Updates To This Complaints Procedure

Man with Van London may update this Complaints Procedure from time to time to reflect changes in our services, internal policies, or legal and regulatory requirements. The version in force at the time you raise your complaint will apply to the handling of that complaint.

We remain committed at all times to dealing with complaints professionally and constructively, and to working with you to achieve a fair and reasonable outcome wherever possible.