Complaints Procedure for Man and Van Marylebone

Man and Van Marylebone is committed to delivering reliable and professional removal services. Most moves run smoothly, but if something goes wrong we want to put it right quickly and fairly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Customers

We aim to provide a straightforward and transparent house and office removals service. We take all feedback seriously and treat complaints as an opportunity to review our performance and improve the experience for future customers. Every complaint is handled confidentially, respectfully, and in line with this procedure.

What This Procedure Covers

This complaints procedure applies to all removal and man and van services provided by Man and Van Marylebone, including local moves, packing and loading, transport, unloading, and related services. It covers issues such as service quality, conduct of staff, timeliness, handling of goods, and communication before, during, or after your move.

When to Make a Complaint

You should use this procedure if you believe we have not met the standards of service we promised or that you reasonably expected. Examples include missed time slots without explanation, damage to items during a move, unprofessional behaviour, unclear pricing, or other issues that have caused inconvenience or financial loss. Please raise your concern as soon as possible so we can investigate effectively.

Informal Resolution

We encourage you to speak to us informally in the first instance. Many concerns can be resolved quickly by discussing the issue with the driver or the coordinator who arranged your move. If you feel comfortable doing so, explain what went wrong and what you would consider a fair outcome. We will do our best to agree a solution with you promptly.

If the issue cannot be resolved informally, or you prefer not to discuss it directly with the operative team, you can make a formal complaint using the process set out below.

How to Make a Formal Complaint

If you wish to raise a formal complaint, please put it in writing. Written complaints help us keep an accurate record of the issue and ensure that nothing is missed during our investigation.

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

• Your full name and any booking reference related to your removal service.
• The date and approximate time of the service.
• The address where the service was carried out.
• A clear description of what went wrong, including any relevant times and details.
• Details of any damage, loss, delays, or other issues you experienced.
• Any supporting evidence you may have, such as photographs of damaged items, copies of correspondence, or receipts.
• What outcome or resolution you are seeking.

If your complaint relates to damaged or missing items, please keep the items and any packaging safely until our investigation is complete.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. We aim to send this acknowledgement within three working days. The acknowledgement will confirm that we have received your complaint, outline the next steps, and indicate the approximate timescale for our investigation.

How We Investigate Complaints

We will review your complaint carefully and objectively. Our investigation may include:

• Checking your booking details, agreed services, and any special instructions recorded.
• Reviewing internal notes, schedules, and route information relating to your move.
• Speaking with the driver, porters, or coordinators who were involved.
• Considering any photographs, documents, or other evidence you have provided.

During the investigation, we may contact you to ask for further information or clarification. This helps us build a complete picture of what happened and consider a fair resolution.

Timescales for a Response

We aim to provide a full written response to your complaint within 14 working days of acknowledging it. If the matter is complex or requires further investigation, it may take longer. In that case, we will keep you updated, explain the reason for the delay, and provide a revised timescale.

Outcome and Possible Resolutions

Once the investigation is complete, we will write to you with the outcome. Our response will explain:

• What we have found after investigating your complaint.
• Whether your complaint is upheld in full, in part, or not upheld.
• Any steps we have already taken or will take to address the issue.
• Any goodwill gesture, remedy, or compensation we consider appropriate.

Possible resolutions may include an apology, corrective action, a review of our procedures, a partial or full refund, or other forms of redress, depending on the circumstances and in line with our terms and conditions.

If You Remain Dissatisfied

If you are not satisfied with our final response, you can ask for your complaint to be reviewed by a senior member of our team. They will reassess the information, consider whether the original decision was fair, and provide a final position in writing.

In addition to our internal review, you may have the option to seek independent advice about your consumer rights in relation to removal services. This procedure does not affect any legal rights you may have.

Using Feedback to Improve Our Services

All complaints and feedback are recorded and monitored. We use this information to identify patterns, update staff training, and improve planning, handling, and communication for future moves. By letting us know when things go wrong, you help us maintain and raise the standard of man and van and removal services we provide.

Confidentiality and Data Protection

Your complaint will be handled in confidence. Information about your case will only be shared with team members who need it to investigate and respond. We process all personal information in line with applicable data protection requirements and retain complaint records only for as long as necessary.

Review of This Complaints Procedure

Man and Van Marylebone reviews this complaints procedure periodically to ensure it remains clear, fair, and effective for customers using our removal and man and van services. We may update the procedure to reflect changes in our operations, service area, or regulatory requirements.



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Contact us

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

Street address: 5 Upper Montagu St
Postal code: W1H 2AG
City: London
Country: United Kingdom

Latitude: 51.5189300 Longitude: -0.1603600
E-mail:
[email protected]

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Description: To get the best man and van removal services in Marylebone, W1, all you have to do is lift a finger and call us today. Your first quote is free.
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