Complaints Procedure

Complaints Procedure for Man with Van Marylebone

Man with Van Marylebone is committed to providing a reliable, professional and fair removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services for the future. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will deal with your complaint.

Our Commitment to You

We aim to handle all complaints about our man and van and removal services promptly, fairly and consistently. We will always:

Listen carefully to your concerns and treat you with respect and courtesy.

Investigate what went wrong and why.

Offer a clear explanation of our findings and any steps we will take.

Use your feedback to improve our removals and transport services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Marylebone. This may relate to:

The standard of packing, loading, transport or unloading.

Timekeeping, arrival or delivery times.

Damage to items or property during a move.

The conduct, attitude or behaviour of our drivers or porters.

Administration issues such as bookings, invoicing or documentation.

Any other aspect of the removal or man with van service that has caused you inconvenience, loss or concern.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We ask that you provide as much information as possible so that we can investigate efficiently. When you contact us, please include:

Your full name and the address where the service took place.

The date and approximate time of your move or transport job.

A clear description of what happened and why you are dissatisfied.

Details of any items involved, including an estimated value if relevant.

Any supporting information you may have, such as photographs, inventory notes, or written confirmations.

If you are making the complaint on behalf of someone else, please explain your relationship to them and confirm that you have their permission to act for them.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. For issues involving damage to goods or property during a removal or man and van job, you should notify us as soon as you become aware of the damage. The sooner you raise your concerns, the easier it is for us to gather accurate information and evidence.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear process to ensure it is handled fairly and efficiently.

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide an initial indication of the likely timescale for our investigation.

Investigation: We will review the details of your booking, speak with any staff involved, and consider any evidence you have supplied, such as photos or correspondence. We may contact you to ask for further information or clarification.

Response: After we have completed our investigation, we will provide you with a written or verbal response. This will explain our understanding of what happened, whether we uphold your complaint in full or in part, and the reasons for our decision.

Outcome: Where appropriate, we will offer a remedy. Depending on the nature of the complaint, this may include an apology, corrective action, practical assistance, or where justified, a gesture of goodwill or contribution towards reasonable losses. Any remedy will be considered on a case by case basis and in line with our terms and conditions.

Timescales for Responding

We aim to resolve most complaints relating to our local removal and man and van services within a reasonable period. Straightforward matters can often be addressed quickly. More complex issues, such as those involving multiple properties, large moves or disputed damage, may require more time. If we cannot provide a full response within our initial indication, we will keep you informed of our progress and let you know when you can expect a final response.

Escalating Your Complaint

If you are not satisfied with the outcome or the way we have handled your complaint, you may ask for your case to be reviewed again. When requesting an escalation, please explain why you disagree with the outcome and provide any additional information you feel is relevant. We will then conduct a further review, taking into account all available evidence, and provide you with a final position on the matter.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate, complete information and evidence where available.

Do not dispose of damaged items until we have confirmed whether we need to inspect them.

Communicate with us in a respectful and constructive manner.

Cooperate with any reasonable requests for further information or clarification.

Using Complaints to Improve Our Service

We take all complaints about our removal and man and van services seriously. Each complaint is an opportunity for us to learn and improve. We review the complaints we receive to identify patterns or recurring issues, and we use this information to refine our procedures, staff training and service standards. By raising your concerns, you help us maintain and enhance the quality of our work for all customers.

Privacy and Data Protection

Any personal information you provide when making a complaint will be handled in line with our privacy practices and applicable data protection requirements. We will only use your information for the purpose of handling your complaint, reviewing our services and meeting any legal obligations. We will not share your details unnecessarily and will retain complaint records only for as long as reasonably required.

Closing a Complaint

A complaint will be considered closed when we have provided you with our final response and, where applicable, implemented any agreed remedy. If we do not hear from you within a reasonable period after issuing our final response, we will assume that you consider the matter resolved.

This complaints procedure is designed to give you clarity, reassurance and confidence when using Man with Van Marylebone for local removals and transport. We value your feedback and will always aim to deal with your concerns fairly and promptly.