Man with Van Greenwich Complaints Procedure

Man with Van Greenwich is committed to providing a reliable, professional and fair service for all customers who use our man and van and removal services. We aim to resolve any concerns quickly and informally whenever possible. When this is not possible, we follow a clear and structured complaints procedure as set out on this page.

Purpose of this Complaints Procedure

This procedure explains how you can raise a complaint, what information we need from you, how we will respond, and the timescales you can expect. It applies to all domestic and commercial customers who have used or booked our moving or transport services.

We treat every complaint seriously. Your feedback helps us improve our services, training and internal processes so that problems are less likely to happen again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Greenwich, whether that service has already been provided or is due to be provided. This may include, for example:

Service standards, including punctuality, handling of items, behaviour or attitude of staff on the job or in customer service, or how your booking was managed from enquiry through to completion.

Loss or damage to property, including items being broken, scratched, misplaced or left behind during a move or collection and delivery service.

Billing and charges, including concerns about quoted prices, final invoices, surcharges or how payment terms were explained and applied.

Communication issues, including lack of updates, unclear information, or difficulties reaching us to discuss your move or a follow-up issue.

This list is not exhaustive. If you are unhappy with any aspect of our man and van or removal work, you have the right to raise a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to contact us in writing wherever possible so that there is a clear record of what happened and what you would like us to do. When making a complaint, please provide:

Your full name and the name the booking was made under, the date of the service and the collection and delivery locations, a clear description of what went wrong and when it occurred, any relevant supporting information such as item descriptions, reference numbers or photos, and what outcome you are seeking, for example an explanation, apology, rectification work or compensation for loss or damage.

If you prefer to complain verbally, we will make a written record of your complaint and may ask you to confirm that we have understood the details correctly.

Stage One: Informal Resolution

Where possible, we aim to resolve issues informally and quickly, often at the time they arise or shortly after the service has taken place. In many cases, a discussion with the driver or the person who managed your booking can resolve misunderstandings or minor issues without the need for a formal complaint.

If you raise an issue on the day of the move, the team will try to resolve it immediately where practical and safe to do so. If they are unable to resolve it on site, the matter will be passed to a responsible person for follow-up after the job has finished.

We aim to acknowledge informal concerns promptly and seek a resolution within a reasonable timeframe, depending on the nature and complexity of the issue.

Stage Two: Formal Complaint

If you are not satisfied with an informal response, or if the matter is more serious, you may submit a formal complaint. Once we receive your formal complaint, we will:

Acknowledge receipt within a reasonable time, usually within five working days. Review all relevant information including booking records, job sheets, driver and staff statements, and any photographs or evidence you provide. Assess whether our service met our stated standards, terms and conditions and reasonable expectations for a professional man and van and removal operator.

We will then provide a written response explaining our findings, any action we propose to take, and the reasons for our decision. For more complex matters, we may need extra time to investigate, but we will keep you informed of progress and revised timescales.

Possible Outcomes

Depending on the circumstances of the complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why it occurred, with reference to our procedures and terms. A written or verbal apology where we have fallen short of our standards. Practical steps to put things right where reasonably possible, including arranging remedial work such as an additional visit to collect or deliver items. A goodwill gesture where appropriate and proportionate to the issue. Consideration of compensation, particularly in cases of proven loss or damage, in line with our terms and conditions and any applicable limits or exclusions.

We will always explain the reasons for the outcome we reach, even if we are unable to agree to the remedy you have requested.

Escalation and Further Review

If you are not satisfied with our formal response, you may ask for the decision to be reviewed. In that case, where possible, your complaint will be reconsidered by a different person who was not directly involved in the original investigation.

The reviewer will look again at all the evidence, consider any new information you provide, and decide whether the original decision should stand or be changed. We will then issue a final written response setting out the results of this review.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the event, ideally within 14 days of the service date. For issues relating to loss or damage to property, it is important that you tell us as soon as you become aware of the problem so that we can check records, speak to staff while events are still fresh and, where applicable, inspect items or packaging.

Our Commitment to Fairness and Privacy

All complaints are handled fairly, impartially and without discrimination. Making a complaint will not affect the quality or availability of any current or future services you receive from Man with Van Greenwich. We will handle your personal data in line with our privacy practices, using the information you provide only for the purposes of investigating and responding to your complaint and for internal service improvement.

Continuous Improvement

We routinely review complaints data to identify patterns, training needs and opportunities to improve the way we plan and deliver man and van and removal services. Lessons learned from complaints may lead to changes in our booking processes, communication methods, vehicle loading procedures or staff training so that we can reduce the likelihood of similar issues affecting other customers in the future.