Complaints Procedure

Complaints Procedure for Man and Van Marylebone Customers

Man and Van Marylebone is committed to providing a reliable and professional moving service. We aim to handle every home or office removal carefully, but we recognise that, on occasion, customers may feel dissatisfied with an aspect of our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take every complaint seriously and use feedback to improve our removal and man and van services. Our main aims when handling complaints are to:

Respond promptly and clearly to your concerns.

Investigate matters thoroughly and fairly.

Provide an honest explanation and, where appropriate, a suitable remedy.

Use the outcome to improve our training, processes and customer service on future moves.

What This Complaints Procedure Covers

This procedure applies to any concern or complaint about the services we provide, including but not limited to:

House removals and flat moves.

Office and commercial moves.

Packing, loading, unloading and transport of belongings.

Timekeeping, conduct and professionalism of our team.

Billing, quotes and any other service-related issues.

It does not cover disputes with third parties or matters outside our direct control, but we will always explain this clearly if it applies.

Raising an Informal Concern

We encourage customers to raise any concern as soon as possible, ideally on the day of the move or as soon as you notice a problem. In many cases, issues can be resolved quickly and informally through clear communication with our team.

If you feel comfortable, speak to the team leader on site and explain the situation calmly and clearly. The team leader will try to find a practical solution where possible during the job. If the issue cannot be resolved on the spot, or you remain dissatisfied, you can follow the formal complaints process outlined below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please put your concerns in writing so that we can review all the details carefully. When submitting your complaint, please provide:

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

The date of your move and any booking or reference numbers you have.

A clear description of what went wrong, including times, locations and who was involved, if known.

Details of any damage, loss or delays, including photographs if available.

What outcome you are seeking, for example an explanation, apology, rectification work or compensation.

The more information you provide, the easier it will be for us to investigate your complaint thoroughly.

Time Limits for Making a Complaint

We ask that you raise any complaint as soon as reasonably possible so we can investigate while details are still fresh and evidence is available. Ideally, complaints about service quality should be made within 7 days of the move, and complaints about loss or damage within a reasonable time after discovering the issue. We will still consider complaints raised later, but our ability to investigate may be reduced.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow a clear and structured process:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. We will let you know if we need any further information.

2. Investigation: A member of our management team will review the details of your complaint. This may include speaking to the team involved in your move, reviewing job records, vehicle logs and photographs, and assessing any damage reports.

3. Assessment: We will consider whether our service met our usual standards and whether our terms and conditions have been followed. Where appropriate, we may seek additional information from you.

4. Response: Once the investigation is complete, we will provide you with a written response setting out our findings, any steps we have already taken, and any further actions we propose.

Timescales for Response

We aim to provide a full response to most complaints within 14 working days of receipt. If your complaint is particularly complex or requires further investigation, we may need longer. In this case, we will keep you updated on progress and let you know when you can expect a final response.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why.

A written or verbal apology.

Corrective action, such as rectifying an issue where reasonably possible.

A goodwill gesture, where appropriate.

Consideration of compensation, in line with our terms, conditions and any applicable insurance cover.

We will always explain the reasoning behind our decision and how we reached our conclusions.

Escalating Your Complaint

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again by a senior member of our management team. When requesting an escalation, please explain why you are unhappy with the outcome and highlight any information you believe has not been properly considered. We will review the case and respond with our final position.

Using Your Feedback to Improve Our Service

Every complaint and piece of feedback helps us refine our processes and improve our removal services. We regularly review complaints to identify patterns, update staff training, and improve how we handle booking, packing, loading, transport and customer communication. Our goal is to reduce the likelihood of similar issues arising in the future and to provide a consistently professional service for every move.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared internally only with team members who need it to investigate and resolve your complaint. We handle all personal data in line with applicable data protection requirements and retain records only for as long as necessary to manage your complaint and meet legal or regulatory obligations.

Conclusion

Man and Van Marylebone values every customer and every move. If something goes wrong, we want to hear about it so we can put it right where possible and learn from the experience. This complaints procedure is designed to ensure that your concerns are listened to, investigated fairly and responded to in a timely and transparent manner.