Complaints Procedure

Man and Van Rotherhithe Complaints Procedure

Man and Van Rotherhithe is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise concerns, how we will respond, and what you can expect from us at every stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints relating to our man and van and removals services. It explains how to submit a complaint, how we investigate, the timescales involved, and the options available if you remain dissatisfied.

This procedure applies to all customers who have used, or attempted to use, our services, including home moves, small office relocations, and item collections or deliveries.

2. What is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. Complaints may relate to:

Service quality and performance during a move or collection; conduct, punctuality or attitude of our drivers or porters; handling, loading or unloading of your items; vehicle suitability or equipment used; delays, cancellations or communication issues; invoices, charges or other aspects of billing.

We encourage you to tell us as soon as possible if you are unhappy, so that we can address the issue promptly and minimise any impact on your move or delivery.

3. How to Make a Complaint

You can raise a complaint using any written method you find convenient, such as a letter or an online contact form. If you initially raise a concern by telephone or in person, we may ask you to put the details in writing so that we have a clear record and can investigate thoroughly.

When submitting a complaint, please include the following information where possible:

Your full name and contact details; the date of your move or service; the collection and delivery addresses; a clear description of what went wrong; any relevant booking references or invoices; any supporting information, such as photographs or item lists.

Providing full details at the outset helps us understand the situation and reach a fair outcome more quickly.

4. Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will confirm that we have received your complaint, provide the name or role of the person handling it, and outline the next steps and anticipated timescales.

Stage 2: Investigation

Your complaint will be investigated by a manager or suitably senior member of staff who was not directly responsible for the issue complained about, wherever possible. As part of the investigation, we may:

Review your booking details, inventory and any associated documentation; speak to the team members involved in your move or delivery; consider any photographs, messages, or notes provided; review our internal policies and standards for removals and man and van work.

We aim to complete our investigation and issue a full response within 14 working days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Stage 3: Written Outcome

Following the investigation, we will send you a written outcome. This will include a summary of your complaint, an explanation of our findings, our decision and the reasons for it, and any offer of remedy or steps we will take to prevent a recurrence.

Remedies may include an apology, an explanation, corrective work, a goodwill gesture, or other appropriate actions, depending on the circumstances and the evidence available.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may request an internal review. Your complaint will then be reconsidered by a more senior member of our team, who will review the original investigation and any additional information you provide.

We aim to provide a final response to escalated complaints within 14 working days of receiving your request for review. The final response will confirm our position and whether any further action will be taken.

5. Complaints About Loss or Damage

Complaints involving loss or damage to items during a removal or man and van job should be reported to us as soon as reasonably possible. This helps us establish what happened and whether it occurred while your goods were in our care.

For claims involving damaged or missing items, we may ask you to provide photographs, proof of ownership, or evidence of value. We will review all available information alongside our terms and conditions and any cover or protection agreed at the time of booking.

6. Your Responsibilities When Making a Complaint

We ask that you treat our staff with courtesy and respect throughout the complaints process. Our team is committed to resolving issues professionally and fairly. Aggressive, abusive or threatening behaviour may result in us limiting the way we communicate with you.

To help us investigate efficiently, please respond promptly to any reasonable requests for further information or clarification.

7. Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with staff who need it to investigate and resolve your concerns, or where we are required to do so by law. Any personal data we collect in connection with your complaint will be processed in line with our data protection obligations.

8. Using This Procedure

This Complaints Procedure is designed to give customers of Man and Van Rotherhithe a clear route to raise and resolve issues connected with our removals and man and van services. We review feedback regularly and use it to improve our planning, handling and customer communication across the areas we serve.

If you have any concerns about a past, current or upcoming service, please contact us using your preferred written method so that we can address the matter promptly and professionally.



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Contact us

Company name: Man and Van Rotherhithe Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 5 Odessa St
Postal code: SE16 7LX
City: London
Country: United Kingdom

Latitude: 51.4973890 Longitude: -0.0338440
E-mail:
[email protected]

Web:
Description: Wait no more to give us a call. This way you will be able to hire the greatest man and van across Rotherhithe, SE16 and its surroundings.
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