Complaints Procedure

Man and Van Roehampton Complaints Procedure

Man and Van Roehampton is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things 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.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible process for customers to make a complaint about any aspect of our moving or transport services. It covers issues such as the standard of service, behaviour of staff, the handling of your belongings, timeliness of work, and any administrative or billing issues directly related to your move.

This procedure applies to all customers who have used, or attempted to use, Man and Van Roehampton for removals or related services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you would like a response or resolution from us. Examples include:

Service being delivered late or not as arranged. Damage or loss of items during collection, transport or delivery. Concerns about the behaviour, attitude or professionalism of our staff. Disagreements about the agreed scope of work, charges or invoicing. Communication problems before, during or after your move.

Feedback that does not require a specific response, such as general suggestions for improvement, will be treated as comments rather than formal complaints. However, we still record and review such feedback to help improve our service.

How to Make a Complaint

You can make a complaint using any reasonable method of communication. Please provide as much detail as possible so we can fully understand and investigate your concern. When raising a complaint, it is helpful if you include:

Your full name and the address where the service took place. The date and approximate time of your move or booking. A clear description of what went wrong and when it occurred. Any supporting information you feel is relevant, such as photographs or documents. What outcome you are seeking, such as an explanation, apology, or practical remedy.

You can raise your complaint with a member of our team on the day of your move, or you can contact our office after the service has taken place. We recommend that you contact us as soon as reasonably possible so that we can investigate while details are still fresh.

Our Complaints Handling Stages

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including an indicative timescale for our full response.

Stage 2: Investigation

Your complaint will be assigned to a member of our management team who is responsible for investigating the issue. This may include speaking to the staff involved, reviewing booking records, job sheets, photographs and any other relevant documentation.

During the investigation, we may contact you if we require further information or clarification. We ask that you cooperate with any reasonable requests to assist us in understanding the circumstances and assessing the facts.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a written or verbal response. This response will normally include:

A summary of your complaint as we understand it. The findings of our investigation. Any actions we have taken or propose to take. Our decision regarding any remedy, which may include an apology, explanation, service improvement measures, or where appropriate and at our discretion, a financial or practical gesture.

We aim to provide a full response within a reasonable period from the date we receive your complaint. If our investigation is likely to take longer, we will let you know and provide an updated timescale.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our response, you may contact us again to explain why you are not satisfied. Where appropriate, we may arrange for a different manager to review your complaint and the handling of the matter.

During this review, we will consider whether the original decision was fair and reasonable based on the information available, and whether our procedures were followed correctly. We will then provide a final response, which will confirm our position and any further actions we are prepared to take.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. Complaints made a long time after the event may be more difficult to investigate thoroughly, as records and recollections may be less complete. While we will consider all complaints in good faith, we may decline to investigate matters that are unreasonably delayed.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them in a professional, impartial and respectful manner. No customer will be treated less favourably for raising a concern or complaint, and we expect our staff to cooperate fully with all investigations.

We regularly review complaints received to identify patterns, training needs and opportunities for improvement. Lessons learned from complaints are used to refine our procedures, enhance staff training and maintain high standards in our moving and transport services.

Confidentiality and Data Protection

Information you provide in connection with a complaint will be handled in line with our data protection obligations. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the issue. We will keep a record of your complaint, our investigation and the outcome for internal monitoring and regulatory purposes where applicable.

Accessibility of this Procedure

We aim to make this Complaints Procedure easy to understand and accessible to all our customers. If you have any specific communication needs, please let us know and we will take reasonable steps to accommodate them.

By setting out this clear Complaints Procedure, Man and Van Roehampton demonstrates its commitment to responsible removals, customer care and continuous improvement in all areas of our service.



  • Don’t let moving
    Don’t let moving
    day get you down!
    Call our experts who really care!
    BOOK NOW

Unbeatable Prices for Quality Man and Van Roehampton Services

Discover all your removal solutions with one amazing man with van company in Roehampton. Our prices will not be beaten and whether you require a high standard of packaging, a man and van, or simply wish to hire one of our removal vehicles our prices will always remain low. The quality of service is the highest around, which explains why so many people turn to us to help them move to their new homes and offices in SW15. Move with the best: move with us. Call our team of experts to find out more.

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

Street address: 9 Dover Park Dr
Postal code: SW15 5BT
City: London
Country: United Kingdom

Latitude: 51.4550340 Longitude: -0.2348540
E-mail:
[email protected]

Web:
Description: Our man and van removal services in Roehampton SW15 are proven to be the best in the area! Call us right now and hire our experts to help you move!
Back To Top