Complaints Procedure for Man and Van Marylebone
Man and Van Marylebone is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to resolve complaints fairly, promptly and in a courteous manner. All complaints are treated seriously and handled confidentially. We also use feedback to review our working practices, driver and porter training, and customer service processes so that we can minimise the risk of similar issues occurring in the future.
What This Procedure Covers
This procedure applies to complaints relating to our man and van and removal services, including but not limited to collection and delivery, handling of goods, punctuality, conduct of staff, charges and invoicing, and communication before, during and after your move. It is designed for domestic and business customers who have used or booked our services.
When to Use This Procedure
You should use this procedure if you believe that we have not provided our service with reasonable care and skill, or if you are dissatisfied with any aspect of your experience with Man and Van Marylebone. If you raise a concern informally with our team during or immediately after the move, we will always try to resolve it there and then. If you remain unhappy, or if the issue requires investigation, it should be escalated as a formal complaint following the steps below.
How to Make a Complaint
To help us investigate and resolve your complaint efficiently, please provide the following information when you contact us:
Your full name and the name under which the booking was made. The date of your move or the date the service was scheduled. The collection and delivery locations associated with your booking. A clear description of what went wrong, including relevant times, vehicle details, and the names or descriptions of any staff involved if known. Details of any damage, loss, delay or other specific issues, together with supporting information such as photographs, inventory notes, or other records where available. A description of what outcome you are seeking, for example explanation, apology, rectification work or compensation.
We recommend submitting your complaint as soon as possible after the event, and within a reasonable time frame, so that the details remain clear and any evidence can be preserved.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge receipt and confirm that your complaint is being investigated. In straightforward cases we will aim to provide a full response alongside our acknowledgement. Where more time is needed, we will let you know that the matter is under review and when you can expect a more detailed reply.
During this stage we may ask you for further information if anything is unclear. This could include clarification of events, additional photographs, copies of paperwork, or confirmation of the items involved. Providing this information promptly will help us progress your complaint.
Stage Two: Investigation and Response
Your complaint will be investigated by a member of our management team who is not directly implicated in the issue wherever possible. The investigation may include reviewing booking records, driver logs, photographs, inventories, and any relevant messages or notes, as well as speaking with the team members who attended the job.
Once the investigation is complete, we will provide a written response explaining our findings. Where your complaint is upheld in full or in part, we will explain what went wrong and what steps we will take to address the issue. Depending on the circumstances, this may include rectification work, contribution to repair or replacement, a goodwill gesture, a review of internal processes, additional training, or other appropriate action. If we do not uphold your complaint, we will explain the reasons for our decision.
Stage Three: Escalation and Further Review
If you are not satisfied with the outcome at Stage Two, you may request an escalation. In your escalation request, please explain why you disagree with the initial decision and provide any additional information or evidence that you consider relevant.
Where possible, a different senior member of our team will review both the original complaint and the Stage Two response. They may reopen the investigation or carry out further checks where required. After this review, we will issue a final response that sets out our position and any further actions we will take.
Time Limits and Evidence
For damage to goods or property, you should notify us as soon as reasonably practicable after the move, and provide photographs and a description of the damage. Delayed notification can make it harder to confirm what occurred and may affect the options available for resolution. For all complaints, we may decline to consider issues raised after an extended period where evidence is no longer available or where it is no longer practical to investigate fairly.
Fairness and Confidentiality
All complaints are handled with respect, and no customer will be treated unfavourably for raising a concern. We expect our customers to communicate with our staff in a polite and reasonable manner throughout the process. We will keep your personal information confidential and use it only for the purposes of investigating and resolving your complaint, in line with our privacy practices.
Continuous Improvement
We regularly review complaints and feedback to identify patterns, recurring issues and opportunities for improvement in our man and van and removals services. Actions arising from this may include updating our loading and securing techniques, reviewing route planning, introducing new checklists for collections and deliveries, or developing further customer service training for drivers and porters.
Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version published on our legal and policy pages will be the one currently in force and will apply to any new complaints raised while it is displayed.
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Man and van Marylebone company is dedicated to providing you with the best-priced removal service around W1 area. So don't choose any other company, but us.
| 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 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: NW1 2HD
City: London
Country: United Kingdom
Web: https://manandvanmarylebone.org.uk/
Description: We offer 5-star removal services throughout Marylebone W1! Call us today and our skilled movers will be more than happy to lend you a helping hand!
