Man and Van London Complaints Procedure

Man and Van London is committed to providing reliable, professional and courteous removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process to follow when they are dissatisfied with any aspect of our man and van or removal services. It applies to all customers who have used, or attempted to use, our services for moving, transport, or related assistance. We review complaints regularly to identify trends and take preventative action for the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about our service standards, our staff, our vehicles, our communications, or the outcome of a job. This may include issues such as delays, damage to goods, conduct of team members, quality of packing or loading, pricing concerns, or failure to follow agreed instructions. If you are unsure whether your issue is a complaint, please raise it with us and we will treat it sensitively and fairly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep an accurate record, but we will accept a complaint in whatever form is most convenient for you. When you contact us, please provide as much detail as possible so that we can investigate fully and respond promptly.

To help us deal with your complaint efficiently, please include the following information where possible:

• Your full name and preferred contact method
• The date and time of the move or booking
• The collection and delivery locations
• A description of what went wrong and how it affected you
• The names of any staff members involved, if known
• Any supporting details, such as photographs, job references or written notes

Time Limits for Raising a Complaint

You should raise your complaint as soon as reasonably possible after the issue arises. For matters involving damage, loss or property-related concerns, we recommend you contact us within 7 days of the service date, and no later than 28 days, so that we can investigate while information is still current. We may not be able to properly investigate complaints made after a prolonged delay, but we will always review the details you provide and consider what can be done.

Our Complaints Handling Stages

We aim to resolve complaints in a structured and transparent way. Our process has three main stages.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal log and acknowledge it. We will usually do this within a few working days. At this stage, we may contact you to clarify any details or request further information. Our goal is to understand what has happened and what outcome you are seeking, such as an explanation, apology, corrective action, or consideration of compensation where appropriate.

Stage 2: Investigation and Response

A designated member of our team will investigate your complaint. Depending on the nature of the issue, this may involve speaking with the driver or removal team, reviewing booking notes and schedules, examining photographs or reports, and assessing our policies and procedures. We aim to provide a full written response within a reasonable timeframe, usually within 14 working days of acknowledgement.

Our response will normally include:

• A summary of your complaint
• The steps we took to investigate
• Our findings and any relevant explanations
• Any corrective actions we propose to take
• Any remedies we consider appropriate, which may include an apology, service improvements, partial refund or other resolution options, depending on the circumstances and our terms of business

Stage 3: Escalation and Final Review

If you are not satisfied with our Stage 2 response, you may ask for your complaint to be escalated for a final review. At this stage, a more senior member of our team, who was not directly involved in the original service, will re-examine your case. They may contact you to gather further information and will review all previous correspondence and findings.

Following this review, you will receive a final written outcome. This will confirm whether our original decision stands or whether further action will be taken. Once the final review has been issued, our internal complaints process will be considered complete.

How We Aim to Resolve Complaints

We aim to approach every complaint with fairness, courtesy and openness. Where we have made a mistake or fallen short of our standards, we will acknowledge this and seek to put matters right. Potential outcomes may include an explanation, a sincere apology, corrective training for staff, improved procedures, remedial work, a goodwill gesture or a financial adjustment where appropriate and in line with our terms.

Where we do not uphold a complaint, we will explain our reasons clearly. Even when we believe our service has met the agreed terms, we still value the feedback and consider whether there are ways to improve the experience for future customers.

Your Responsibilities When Making a Complaint

We ask that customers raising a complaint do so honestly, respectfully and with as much detail as possible. Providing accurate information, responding to reasonable requests for clarification, and allowing us time to investigate all contribute to a fair and efficient process. Abusive or threatening behaviour towards our staff will not be tolerated and may lead to communication being restricted to written channels.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection laws. Information you provide will only be shared within our organisation on a need-to-know basis in order to investigate and respond to your complaint, and to meet any legal or regulatory obligations. We retain complaint records securely for a period that allows us to monitor service quality and comply with relevant legal requirements.

Continuous Improvement

Complaints are an important source of feedback that help us improve our man and van and removal services. We review complaint data periodically to identify patterns, address recurring issues and update our training and procedures. Our aim is not only to resolve individual complaints but also to reduce the likelihood of similar issues arising in the future, so that every move is carried out as smoothly and professionally as possible.