Complaints Procedure

Complaints Procedure for Man and Van St John's Wood

This complaints procedure explains how Man and Van St John's Wood handles any concerns or complaints about our moving and removal services. We are committed to providing a professional and reliable service for residential and commercial customers, and we take all feedback seriously. This procedure is designed to ensure that complaints are dealt with fairly, consistently and promptly.

Our Commitment to You

We aim to deliver safe, careful and punctual removals and man and van services. If something goes wrong or does not meet your expectations, we want to know so that we can put it right where possible and improve our services in the future. We will treat every complaint in a respectful, confidential and non-discriminatory manner.

What This Procedure Covers

This procedure applies to complaints about any aspect of our removal and man and van services, including collection, transportation, delivery, handling of goods, staff conduct, vehicle punctuality and communication before, during or after a move. It applies to both private and business customers who have used or booked our services.

Raising an Informal Concern

Many issues can be resolved quickly by speaking to us as soon as possible. If you are unhappy with any part of our service on the day of your move, please raise the issue with the driver or team leader at the time. They will do their best to resolve the situation immediately, for example by adjusting how items are handled, clarifying agreed services or addressing communication problems.

If the team on site cannot resolve your concern, or if the problem only becomes clear after the service has taken place, you can submit a formal complaint using the process below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our man and van or removal services, please contact us in writing so that we have a clear record of your concerns. In your complaint, please include:

The date of the service and your booking reference if available.

Your full name and any company name if relevant.

A clear description of what went wrong, including times and locations where possible.

Names or descriptions of any staff members involved, if known.

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

What outcome you are seeking, such as an explanation, apology, corrective action or compensation if appropriate.

Submitting your complaint in as much detail as possible helps us investigate thoroughly and respond more quickly.

Time Limits for Complaints

To allow us to investigate effectively, we ask that you submit your complaint within 7 days of the date of your removal or man and van service for service-related concerns, such as punctuality, staff behaviour or the standard of work carried out.

For damage to property or belongings, you should notify us as soon as you become aware of the issue. Where possible, report any visible damage on the day of the move and follow this up in writing within 7 days, providing clear photos and details. Claims made after this period may be more difficult to assess fairly due to the passage of time and potential further handling of items.

Our Complaint Handling Process

When we receive your formal complaint, we will take the following steps.

Acknowledgement: We will acknowledge your complaint in writing within 5 working days of receiving it. This acknowledgement will confirm that we have received your complaint and are investigating it.

Investigation: A member of our management team will review your complaint, examine any supporting evidence and, where necessary, speak with the staff involved and any other relevant parties. We may ask you for additional information if needed to understand the situation fully.

Response: We aim to provide a full written response within 20 working days of acknowledging your complaint. If we are unable to respond within that timescale, we will let you know and provide an updated timeframe.

Outcome: Our written response will set out our findings, explain any decisions made and, where appropriate, outline any corrective actions, remedies or goodwill gestures. If your complaint identifies a wider issue with our removal processes, we will also take steps to improve our internal procedures and staff training.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include an explanation of what happened and why, an apology where we have fallen short of expected standards, practical steps to put things right where possible, such as returning to complete part of a job that was agreed but not carried out, and financial remedies or contributions where loss or damage has occurred and responsibility is established, subject to any terms, conditions and limitations of liability that apply to our services.

Each complaint is considered on its own facts, and any remedy will be assessed fairly and reasonably in line with our contractual obligations and any applicable consumer or commercial law.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or believe that it has not been handled in line with this procedure, you may request that your complaint be reviewed by a more senior member of our management team. In your escalation request, please explain why you are unhappy with the initial outcome and what further resolution you are seeking.

The reviewing manager will reconsider your complaint, the original investigation and the decision reached. They may uphold, change or overturn the initial decision, and will provide a final written response explaining their reasoning.

Using This Procedure

This complaints procedure is intended to give customers of Man and Van St John's Wood a clear and fair route for raising concerns about our moving and removal services. It does not affect any legal rights you may have under relevant consumer or business legislation. We encourage all customers to contact us promptly if they experience any issues so that we can address them and continue to improve the quality and reliability of our service.