Complaints Procedure

Man and Van Borough Complaints Procedure

Man and Van Borough is committed to providing a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear, fair and transparent process for raising complaints about any aspect of our removal or man and van services. It applies to domestic and business customers who have used, or attempted to use, our services. Our aim is to resolve issues promptly and professionally, with minimal disruption to your moving plans.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received or about the conduct of our staff or representatives. This can include, but is not limited to:

Concerns about punctuality, loading, unloading or transport of your items.

Disputes over charges, quotations, or what was included in your agreed service.

Issues with the behaviour, attitude or communication of our team.

Concerns about damage to property, loss of items, or how your belongings were handled.

Any other matter where you believe we have not met the level of service you were entitled to expect.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can investigate while events are still recent and information is readily available. You may raise a complaint in writing, providing as much detail as you can about what happened. Please include the date of the service, your full name, your service address, and any relevant reference information such as booking details or invoice numbers.

When describing your complaint, it is helpful if you explain what went wrong, who was involved, and how you would like us to resolve the matter. This allows us to focus our investigation and reach a resolution more efficiently.

Time Limits for Making a Complaint

To enable a fair and thorough investigation, we ask that complaints are made within a reasonable time of the event taking place. Where your complaint relates to physical loss or damage, you should notify us as soon as you become aware of the issue, and within a reasonable period following the move. The sooner we are informed, the more effectively we can review what occurred during the removal or transport of your items.

Our Complaints Handling Stages

We handle complaints in a structured way to ensure consistency and fairness. The process is set out in stages so you know what to expect and when.

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal system and provide an acknowledgement. This acknowledgement will confirm that we have received your complaint and that it is being reviewed under this procedure. We aim to acknowledge all complaints within a reasonable timeframe from receipt.

Stage 2: Investigation

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the incident wherever possible. The investigation may include reviewing booking records, job sheets, photographs, staff notes, and any other relevant information. We may contact you to request further details or clarification to ensure we fully understand your concerns.

During this stage, we may also speak with team members who carried out your move, review schedules and vehicle records, and assess our own procedures to determine what happened and whether we could have acted differently.

Stage 3: Response and Outcome

After the investigation is complete, we will provide you with a written response. This will summarise the concerns you raised, explain the steps we took to investigate, set out our findings, and detail any decision or offer we are making to resolve the matter. Where your complaint is upheld, we will explain any corrective action we are taking, which may include an apology, a service remedy, or other resolution appropriate to the circumstances.

Timescales for Resolution

We aim to resolve complaints as quickly as possible, but the time required may vary depending on the complexity of the issues and the availability of information. Straightforward matters may be resolved within a short period, while more complex issues, particularly those involving loss or damage, may take longer. If we anticipate that our investigation will take longer than usual, we will keep you informed of progress and provide updates as appropriate.

If You Are Not Satisfied With Our Response

If you remain dissatisfied after receiving our written response, you may request a further review. When doing so, please explain which aspects of our decision you disagree with and why, and provide any additional information you believe is relevant. A more senior manager will then review your complaint, the investigation carried out, and the outcome reached to ensure it was fair and reasonable.

Following this review, we will issue a final position on the complaint. This completes our internal complaints procedure. Any further options available to you may depend on the nature of your complaint, any applicable terms and conditions, and your legal rights as a consumer or business customer.

Fairness, Confidentiality and Data Protection

We treat all complaints seriously and handle them in a fair, objective and respectful manner. No customer will be disadvantaged for making a complaint in good faith. Information provided as part of the complaints process will be kept confidential and used only for the purposes of investigating and resolving your concerns, training our staff, and improving our removal and man and van services.

Continuous Improvement

We use the feedback we receive through complaints and general comments to improve our processes, training and service standards. By telling us when things go wrong, you help us to provide a more reliable and efficient moving service for all customers. We monitor complaints periodically to identify recurring issues and take steps to prevent similar problems in future.

Summary

Man and Van Borough aims to provide a professional and trustworthy removal and man and van service. When something does not meet your expectations, this complaints procedure is here to ensure that your concerns are heard, investigated and, where possible, resolved. We appreciate the opportunity to address any issues and to continue improving the service we offer.



  • Professional
    Professional
    help for your
    favorite items!
    BOOK NOW

Man and Van Borough Service to meet all Budgets and Timescales

Regardless of how many times you’ve moved house before, you’re going to want to be confident in the company you are using, which is why our man and van service is industry-leading. We offer the most exceptional service at the most affordable price, making sure each and every one of our customers has the best removal service to hand. Contact our team today to talk to an expert. See for yourself what we can bring to help your move run as smoothly as possible. We guarantee you will not be disappointed with our exceptional man and van Borough services.

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

Company name: Man and Van Borough Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 176C Grosvenor Terrace
Postal code: SE5 0NL
City: London
Country: United Kingdom

Latitude: 51.4806330 Longitude: -0.1009130
E-mail:
[email protected]

Web:
Description: Give us a ring now and get a free quotation on our wide range of man and van services in Borough, SE1. Hurry up, offers end soon!
Back To Top