Complaints Procedure for Man and Van South Lambeth

Man and Van South Lambeth aims to provide a reliable and professional removals and man and van service to every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for addressing any dissatisfaction with our services, including home removals, office moves, and man and van work. We use all feedback, including complaints, to improve the quality, safety, and reliability of our services for future customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our services. This includes, but is not limited to:

Delay or lateness in providing man and van or removal services.

Concerns about how items were handled, loaded, transported, or unloaded.

Damage to property, belongings, or premises connected with our work.

Behaviour, attitude, or conduct of our drivers, porters, or office staff.

Issues with pricing clarity, invoicing, or information provided before the booking.

Failure to follow agreed booking details, special instructions, or access arrangements.

How to Make a Complaint

You may raise a complaint in writing or verbally. Written complaints help us to keep accurate records, so we encourage you to provide your concerns in writing where possible. When you contact us about a complaint, please include the following information so we can investigate thoroughly:

Your full name and, if applicable, the name under which the booking was made.

The date of your move or service and the collection and delivery addresses.

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

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

Any steps already taken to try to resolve the issue with our team on the day.

What you would consider to be a fair resolution.

Timescales for Submitting a Complaint

To allow us to investigate effectively, we ask that complaints relating to a specific removal or man and van job are raised as soon as reasonably possible, and ideally within 7 days of the service being completed. Complaints made outside this period may be more difficult to investigate fully, especially where third parties or multiple properties are involved, but we will still review any concerns in good faith.

How We Will Handle Your Complaint

We are committed to treating all complaints seriously, fairly, and promptly. Our process is as follows:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated. This acknowledgement will normally be provided within 5 working days.

2. Investigation: A member of our management team will review your account of events, speak with any staff involved, and check job notes, schedules, and other relevant records such as inventory lists or photographs, where available.

3. Request for further information: If we need more details, we may contact you to clarify specific points. Providing prompt responses and any supporting evidence will help us reach a faster and fairer outcome.

4. Outcome and response: Once our investigation is complete, we will write to you with our findings, including whether your complaint has been upheld, partially upheld, or not upheld, and explaining the reasons for our decision.

Timescales for Our Response

We aim to provide a full written response to your complaint within 20 working days of acknowledgement. If, due to complexity or the need to gather information, we are unable to meet this timescale, we will keep you informed of progress and provide an updated timeframe for our final reply.

Possible Outcomes and Resolutions

Where a complaint is upheld, we will consider a range of possible remedies depending on the circumstances, including:

A clear explanation and, where appropriate, an apology.

Corrective action for any mistakes in our documentation or service records.

Practical solutions to resolve outstanding issues, where possible.

Consideration of goodwill gestures, which may include partial refund or other appropriate measures, assessed on a case by case basis and in line with our terms and conditions.

We will always seek to resolve complaints in a way that is fair to you and to our company, taking into account the scope of the service booked, any pre-existing conditions, and our contractual obligations.

Escalating Your Complaint Internally

If you are not satisfied with the outcome of your complaint, you can request that it be reviewed by a senior member of our management team. When you ask for an internal review, please explain why you disagree with the initial outcome and what further information or consideration you would like us to take into account. The review will focus on whether our original investigation was thorough and whether our decision was reasonable in light of the evidence available.

Our Commitment to Fairness and Respect

We are committed to handling all complaints in a respectful, confidential, and impartial manner. We ask that customers who raise complaints treat our staff with the same courtesy. We may decline to engage further where communication becomes abusive, threatening, or otherwise unreasonable, although this will not affect any legal rights you may have.

Using Complaints to Improve Our Removal Services

Every complaint is an opportunity for us to review how we operate our man and van and removal services. We monitor and analyse complaints to identify patterns, improve staff training, refine our booking information, and enhance the way we protect customers belongings and properties during moves. Our aim is not only to resolve individual issues, but also to reduce the likelihood of similar problems arising in the future.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, accessible, and effective for customers using our man and van and removal services. We may update the procedure from time to time to reflect changes in our operations, business structure, or legal requirements.



  • Don’t have a spot
    Don’t have a spot
    to put your items?
    We are here for you!
    BOOK NOW

Hire Our Easy and Convenient Man and Van South Lambeth!

If you are interested in learning more about our fantastic man and van moving solutions and excellent deals then do give us a ring today! We make relocating simple and are able to successfully handle all types of small or larger moves in a practical and efficient way, so as not to cause you any hassle! Make sure that you do not miss out on our man and van South Lambeth – get a free quote online now or get in touch for a free estimate!

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 South Lambeth Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 27 Westow St
Postal code: SE19 3RY
City: London
Country: United Kingdom

Latitude: 51.4186920 Longitude: -0.0823360
E-mail:
[email protected]

Web:
Description: South Lambeth, SW8 relocations are the best, when they are done by our excellent man with van specialists. Hire our services by a single call.
Back To Top