London Man and Van Complaints Procedure

London Man and Van is committed to delivering a reliable, professional removals service. We understand 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 service for the future. This complaints procedure explains how to raise a concern with us, what information we need from you, and how we will respond.

Our Approach to Complaints

We treat all complaints seriously and handle them in a fair, consistent and timely manner. Our aim is to resolve issues as early as possible, usually with the team that carried out your removal or man and van service, while still giving you access to a clear escalation route if you remain dissatisfied.

We will always aim to:

Listen carefully to your concerns, acknowledge any inconvenience caused, investigate all relevant facts, and provide a clear explanation of our findings and any next steps.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals or man and van services, whether you feel we have:

Failed to deliver the service as agreed, caused damage or loss to property, behaved in an unprofessional manner, or provided inaccurate information before, during, or after your move.

You do not have to use specific wording for your concern to be treated as a complaint. If you tell us you are unhappy with our service and would like us to look into it, we will follow this procedure.

Raising a Complaint

You can raise a complaint verbally or in writing. We recommend putting your concerns in writing wherever possible, so there is a clear record of the issue and the outcome you are seeking. This is especially important for matters involving alleged damage, delays, or insurance-related issues connected to your move.

When submitting a complaint, please include:

Your full name, any reference or booking number connected to your removal or man and van booking, the date and location of the service, a clear description of what went wrong, and any supporting details that may help us investigate, such as photographs of damage, inventory lists, or notes taken on the day.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue arises. For concerns about loss or damage to goods, you should notify us promptly once you become aware of the problem. This allows us to review job records, speak to staff involved in your move, and consider any insurance or liability matters without unnecessary delay.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will then assign your complaint to an appropriate person for review, usually a member of our management team who was not directly involved in the delivery of your removal service.

During this stage we may contact you to clarify details, request further information, or discuss possible resolutions. We aim to provide a full response once we have completed our investigation, explaining:

What we have looked into, any findings based on the information available, and any action we propose to take, which may include an apology, corrective work, service improvements, or where applicable, a settlement offer in line with our terms and conditions.

Stage Two: Escalation of Your Complaint

If you are not satisfied with the outcome at Stage One, you may ask for your complaint to be escalated. When requesting escalation, please explain why you are unhappy with the initial decision and what outcome you are seeking.

At this stage, a more senior member of our team will review the complaint, the investigation carried out, and the decision made. They may contact you for further information and will consider whether the original response was fair, reasonable, and in line with our contractual obligations and service standards.

Following this review, we will provide a final response setting out whether we are upholding, partially upholding, or not upholding your complaint, together with reasons for our decision and any further actions we will take.

Complaints About Loss or Damage

We understand that concerns about damage or loss during a removal can be particularly distressing. If your complaint relates to physical damage to property or missing items, please provide:

A description of the items involved, when and how you believe the damage or loss occurred, photographs where available, and any relevant documentation such as inventories, packing lists, or signed job sheets.

We will assess such complaints with reference to our terms and conditions, any insurance arrangements in place, and the information supplied by you and our staff. Where appropriate, we may seek independent assessment or ask for additional evidence to ensure a fair outcome.

How We Use Complaint Feedback

Every complaint gives us an opportunity to review and improve our removals and man and van services. We record and monitor complaints so we can identify patterns, common causes of problems, and areas where extra training, equipment or process changes may be beneficial.

While we cannot guarantee that every complaint will result in the outcome requested, we do commit to using your feedback constructively to enhance the quality, safety and reliability of our service.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared with staff who need to know the details to investigate and resolve the issue. Any personal information you provide as part of a complaint will be managed in line with applicable data protection requirements and used solely for handling your complaint and improving our services.

Accessibility and Support

If you need help to make a complaint, or if you require the complaints procedure in an alternative format, please let us know. We will do our best to support you so that you can raise your concerns in a way that is convenient and accessible for you.

Review of This Procedure

London Man and Van reviews this complaints procedure regularly to ensure it remains clear, fair and effective for our customers and for the safe, efficient delivery of removals and man and van services.