Complaints Procedure

Man with Van Marylebone Complaints Procedure

Man with Van Marylebone aims to deliver reliable, professional and courteous removal services on every job. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate and resolve issues in a fair and timely manner.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers to:

Raise concerns about any aspect of our man and van or removal services.

Understand how their complaint will be handled and within what timescales.

Know what outcomes they can expect from the process.

This procedure covers services provided by Man with Van Marylebone, including local moves, small removals, single-item transport, flat moves and related collection or delivery work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This can include:

Concerns about punctuality, conduct or behaviour of our staff or drivers.

Issues with loading, unloading or handling of items.

Damage or loss of goods during removal or transport.

Disputes about pricing, quotes, charges or payment.

Concerns about the standard of communication before, during or after the move.

Any other matter where you feel we have not met the level of service you reasonably expected.

How to Make a Complaint

You can make a complaint to us in writing. Please provide as much detail as possible so that we can investigate thoroughly and respond effectively. When submitting your complaint, include the following information where possible:

Your full name and the address where the service was provided.

The date of the service and any booking reference you may have.

A clear description of what happened and what you are unhappy about.

Details of any damage or loss, including descriptions of the items and approximate value.

Any supporting information, such as photographs, inventories, or written notes.

Your preferred method for us to reply.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement we will:

Confirm that we have received your complaint.

Provide the name or role of the person responsible for handling it.

Give an indication of the timescale within which you can expect a full response.

In some cases we may need to ask you for further information or clarification in order to begin our investigation properly.

Our Investigation Process

We will investigate your complaint carefully and fairly. This may include:

Reviewing your booking details, job sheets and any related records.

Speaking to the driver or removal team involved in your move.

Reviewing any photographs or evidence you have supplied.

Assessing our compliance with our usual policies, procedures and standards.

Where goods are reported as damaged, we may ask for photographs or independent assessments to support your claim. We may also review how items were packed and prepared for transport, including whether any special packing or dismantling was agreed as part of the service.

Response Times and Outcomes

We aim to provide a written outcome to your complaint as soon as reasonably possible after completing our investigation. In our response we will:

Summarise your complaint and the issues you raised.

Explain the steps we took to investigate the matter.

Set out our findings, conclusions and any decision reached.

Detail any proposed resolution, which may include an apology, a practical remedy, corrective action to prevent recurrence, or where appropriate and supported by evidence, a financial gesture or contribution.

All decisions are made on the basis of the information and evidence available. We aim to be fair, consistent and proportionate in each case.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint, you may request that it is reviewed again. In your request, please explain why you disagree with the decision or outcome and provide any additional information or evidence that you consider relevant.

We will then arrange for a further review, which may be carried out by a different member of the management team where possible. Following this review, we will provide a final written response setting out our position.

Your Responsibilities When Making a Complaint

To help us deal with your complaint quickly and fairly, we ask that you:

Raise any issues as soon as reasonably possible after the service has taken place.

Provide accurate, complete information and evidence where requested.

Communicate with our team in a respectful and constructive manner.

Retain any damaged items where safe and practical to do so until the matter has been resolved.

Use of Your Information

Information you provide in connection with a complaint will be used solely for investigating and resolving the matter and for improving our services. It will be handled in line with our obligations under data protection law.

Continuous Improvement

Feedback from customers, including complaints, helps us to improve the quality and reliability of our removal and man with a van services. We routinely review complaints to identify any trends or recurring issues and take appropriate steps to improve our processes, staff training and service standards.

By following this Complaints Procedure, Man with Van Marylebone aims to ensure that all concerns are heard, investigated and resolved in a transparent and professional manner.