Complaints Procedure for London Man with Van Services
This complaints policy explains how to raise concerns about our removal or transport services and how we handle disputes. It applies to all aspects of the man-and-van service, including booking, collection, carriage and delivery. Our aim is to ensure complaints are addressed fairly, promptly and transparently so customers receive a clear resolution. This document sets out the steps we take from initial notification through investigation to final decision and any corrective actions that may follow.
We define a complaint as any expression of dissatisfaction about a service provided by our man with a van team. Examples include late arrival, damaged items, missed collections or perceived miscommunication about pricing or scope of work. Prompt reporting helps with investigations and remedies and increases the likelihood that the matter can be fully established and resolved quickly.
If you need to raise an issue, follow the steps below. Early informal resolution is encouraged — many concerns can be resolved quickly through discussion on the day of service or via a short follow-up conversation. If informal channels do not resolve the issue, a formal written complaint can be submitted for an in-depth review and documented outcome.
How to raise a concern
Stage 1: Informal resolution. Contact the crew or on-the-day coordinator and explain the problem politely and clearly. Keep a note of the time, names and any vehicle identification. Immediate notification allows the team to attempt an on-the-spot remedy, such as reallocating manpower, replacing damaged packaging, or adjusting routing to meet time constraints.
Stage 2: Formal complaint. If the matter is not resolved informally within a reasonable time, escalate to a formal complaint in writing. Provide:
- Service date and times
- Nature of the issue
- List of affected items and estimated value
- Any photographs, paperwork or receipts
Accurate and complete information speeds the investigation and helps us identify the appropriate remedy based on evidence.
Investigation and timescales
Every formal complaint is logged and assigned to an investigator who was not directly involved in the service delivery. The investigator will gather evidence, which may include reviewing booking records, vehicle logs, photographs, staff statements and third-party reports. We aim to acknowledge formal complaints within five working days and to provide a substantive response within 15 working days. Where further enquiries are needed we will update you with an expected completion date and keep you informed of progress.
Assessment and decision-making: The investigator assesses liability, the extent of any loss or damage, and whether service failures contributed to the issue. Outcomes are evaluated against our operating procedures and terms of service. Remedies are proportionate and may include a written apology, partial or full reimbursement, service credits or adjustments to future booking terms. All decisions include clear reasons and reference to any supporting evidence gathered during the enquiry.
Appeals and review: If you believe a decision is unfair or incomplete, you may request an internal review. An appeal is considered by a senior manager who reviews the original findings, any new evidence and the process followed. The review aims to determine if the correct procedures were applied and whether the remedy was appropriate. Appeals are typically concluded within 15 working days of receipt of the appeal request.
Time limits and acceptance of liability: Complaints should be raised as soon as possible after the service event. For most operational complaints a 30-day timeframe is recommended, while claims involving loss or damage may require notification as soon as the problem is discovered. Late notifications can still be considered but may affect available remedies. Acceptance of liability is based on evidence; where negligence or breach of contract is established appropriate compensation will be considered in line with the documented loss.
Evidence and documentation: Please retain any relevant paperwork, photos and correspondence. Photographic evidence of any item pre- and post-move is particularly helpful. Detailed inventories, invoices and witness contact details assist the investigator to recreate the event and to determine responsibility with greater accuracy. A clear chronology of events expedites resolution.
Confidentiality and data handling: We treat complaint records with care and process them in line with data protection principles. Information submitted as part of a complaint is used exclusively for investigation and service improvement. Personal data is kept only for the time necessary to resolve the complaint and complete any follow-up actions, after which it is securely archived or disposed of according to our record-retention policy.
Monitoring and continuous improvement. Complaints are analysed for patterns and used to strengthen training, revise procedures and improve fleet maintenance. We record corrective actions and periodically review performance metrics to reduce recurrence. Our objective is to learn from every complaint and to make measurable improvements to our man with van, removal van and man-and-van operations so that future customers benefit from enhanced reliability and clarity.
