Complaints Procedure

Complaints Procedure for Man and Van Lewisham Customers

Man and Van Lewisham is committed to delivering reliable and professional removal services. We know that, on occasion, things can go wrong. When this happens, we want to hear about it so we can put matters right and improve our service. 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 Handling Complaints

We treat every complaint seriously, whether it relates to a home move, office relocation, packing service, loading and unloading, or short-distance and local moves. Our aims are to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Respond promptly, clearly and fairly.

Investigate thoroughly and objectively.

Offer appropriate remedies where we are at fault.

Use feedback from complaints to review and improve our removal and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the booking process, punctuality, conduct of staff, handling of your possessions, damage, loss, pricing clarity, or after-move support. You do not need to use any special wording to make a complaint. If you are unhappy and want us to respond, we will treat it as a complaint.

Raising a Complaint Informally

In many cases, concerns can be resolved quickly and informally. If an issue arises on the day of your move, please raise it with the team leader on site as soon as possible. Often, problems such as minor delays, access issues, or misunderstandings about loading and unloading can be corrected immediately.

If your concern is about something that happens before or after the move date, such as a quotation, scheduling, or invoicing matter, you can raise it with the member of staff you have been dealing with. They will try to resolve it promptly and explain any steps we can take to put things right.

Making a Formal Complaint

If you are not satisfied with the informal response, or if the issue is more serious, you may make a formal complaint. When you do so, please provide the following information to help us investigate thoroughly:

Your full name and the address where the removal service was carried out or scheduled.

The date of your move or the date of the incident you are complaining about.

A clear description of what went wrong, including relevant times, locations, and names of any staff members if known.

Details of any damage, loss, or additional costs you believe have resulted from the issue.

Any supporting information you have, such as photographs of damage, inventory notes, or written quotations.

Please specify the outcome you are seeking, for example an explanation, an apology, corrective action, or compensation where appropriate.

Time Limits for Raising Complaints

For damage to property or belongings during a removal, we ask that you notify us as soon as reasonably possible after becoming aware of the problem. Ideally, this should be within a short time of completion of the move so that we can identify what happened and review the work carried out by the team.

For other issues, such as service quality or conduct of staff, you should raise your complaint within a reasonable period after the event. This helps ensure that details remain clear and that staff involved can provide accurate information.

How We Will Respond

Once we receive your formal complaint, we will acknowledge it and begin an investigation. Our complaint handling typically follows these steps:

We review your account of events and any evidence you have provided.

We speak to the staff members involved, including drivers, porters, and office staff, and review any job notes or schedules.

We may request further information from you if we need clarification.

We assess what went wrong, whether our service fell below our expected standards, and whether our terms and conditions or any policies are relevant to the matter.

Once the investigation is complete, we will send you a written response setting out our findings, any action taken, and any remedy we can offer.

Timescales for Dealing With Complaints

We aim to acknowledge formal complaints promptly. Our goal is to provide a full response within a reasonable timescale, taking into account the complexity of the issue. More straightforward complaints, such as minor service concerns, are usually resolved more quickly, while issues involving alleged damage or loss may require a longer investigation so we can review evidence properly.

Possible Outcomes and Remedies

Depending on the result of our investigation, we may offer one or more of the following outcomes:

An explanation of what happened and why.

An apology where we have fallen short of our standards.

Corrective action to prevent a similar issue in future.

Practical solutions, such as re-attending to complete agreed work or assisting with remedial arrangements where appropriate.

Where justified and in line with our terms and conditions, a goodwill gesture or compensation in relation to damaged or lost items.

Escalating Your Complaint

If you remain dissatisfied after receiving our written response, you may request that your complaint be reviewed at a higher level within the company. When asking for an escalation, please explain why you believe the response is not satisfactory and provide any additional information that you feel has not been considered.

We will then review the handling of your complaint, including the investigation process and the conclusions reached, to ensure your concerns have been addressed fairly and thoroughly.

Using Feedback to Improve Our Service

Every complaint we receive is recorded and reviewed. We analyse complaint patterns to identify areas where our man and van and removal services can be strengthened, such as staff training, communication about quotes and scheduling, packing and handling practices, and on-the-day job management. Your feedback, even when it is critical, helps us improve the way we plan and deliver moves for future customers.

Privacy and Data Protection

All complaints are handled in line with our approach to privacy and data protection. Information you provide in relation to a complaint will be used only for the purpose of investigating and resolving that complaint, training staff, and improving our services. We will keep complaint records for as long as is reasonably necessary for these purposes and in line with legal and regulatory requirements.

Review of This Complaints Procedure

Man and Van Lewisham keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, legal requirements, or best practice within the removals and transport sector.



An Expert Man and Van Lewisham Service for an Affordable Price

If you call us today we will ensure you get the best man and van service Lewisham. We will talk you through the process and answer any questions you have. We will then provide you with a free estimate so that you can determine what you need from us and see how much everything will cost. You can save money this way and get the support right for you. We are waiting to hear from you, so get in touch with us today.

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

Street address: 68A Manor Park
Postal code: SE13 5RL
City: London
Country: United Kingdom

Latitude: 51.4548280 Longitude: -0.0008510
E-mail:
[email protected]

Web:
Description: Making you happy and pleased is the main mission of our highly-experienced man and van team in Lewisham, SE13. Contact us today!
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