Complaints Procedure for Man and Van New Addington

Man and Van New Addington is committed to delivering a reliable and professional removal service. We aim to resolve any concerns quickly and fairly so that customers feel confident using our man and van and moving services. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible route for customers to tell us when something has gone wrong. We use complaints as an opportunity to put things right where possible and to improve our man and van and removal services for the future.

This procedure applies to all customers who have used or booked our services, including home removals, small office moves, collection and delivery, and furniture or item transport.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it concerns bookings, punctuality, conduct of staff, care of possessions, pricing, communication, or the overall standard of the move. You do not need to use the word complaint for us to treat your concern seriously.

Examples of issues that may be handled under this procedure include:

Damage to items or property during a move

Delays, missed appointments, or late arrivals

Disputes regarding charges or quoted prices

Concerns about the behaviour, attitude, or professionalism of our team

Problems with communication before, during, or after the job

How to Make a Complaint

You can make a complaint in writing or by speaking directly to a member of our team. We encourage written complaints wherever possible so that we have a clear record of what has happened and what outcome you are seeking.

When submitting a complaint, please provide the following information to help us investigate effectively:

Your full name and any relevant booking reference

The date and location of the service

A clear description of what went wrong

Details of any items or property affected, where relevant

Any supporting information, such as photos, inventories, or correspondence

What you would consider a fair resolution

Timescales for Acknowledgement and Response

We aim to acknowledge all complaints promptly. You will normally receive confirmation that we have received your complaint within a reasonable time. Where we are able to resolve your complaint immediately, we will do so. If a more detailed investigation is needed, we will explain this to you and let you know when you can expect a full response.

In cases where we cannot respond within the initial timeframe given, we will keep you informed about the progress of our investigation and provide an updated timescale.

How We Investigate Complaints

All complaints are handled sensitively and in confidence. A member of our management or supervisory team will review the details of your complaint and gather any relevant information, which may include:

Speaking with the staff involved in your booking or move

Reviewing booking records, quotes, and job sheets

Considering any photos, inventories, or other documents you provide

Assessing our policies, terms and conditions, and any applicable industry standards

We aim to carry out our investigation in a fair and balanced way, listening to your account and considering all the available evidence.

Outcomes and Resolution

Once we have completed our investigation, we will provide you with a clear response. This will explain:

What we have found

Whether your complaint has been upheld in full, in part, or not upheld

Any steps we have taken or will take to put things right

Any changes we plan to make to improve our service

Depending on the circumstances, possible outcomes may include an apology, corrective action, a gesture of goodwill, or a review of our processes and staff training. Where loss or damage is involved, any remedies will be considered in line with our terms, conditions, and any applicable insurance or cover that formed part of your booking.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or the way it has been handled, you can ask for your case to be reviewed. A more senior member of the team, who was not directly involved in the original decision, will reconsider the matter where possible.

When requesting a review, please explain why you are dissatisfied with the original response and provide any additional information you feel has not been taken into account. We will then respond again after reassessing your complaint and our previous decision.

Your Responsibilities as a Customer

To help us deal with complaints fairly and efficiently, we ask that you:

Raise concerns as soon as possible after the issue occurs

Provide accurate and honest information

Keep any relevant documents, photographs, or receipts

Communicate with our staff in a respectful and constructive manner

These steps enable us to investigate effectively and reach a fair outcome for everyone involved.

Using Complaints to Improve Our Service

We review complaints regularly to identify any recurring issues, patterns, or areas where our man and van and removal services could be improved. Feedback from customers is an important part of our commitment to reliable moving services and helps us refine our training, procedures, and communication.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any changes will be implemented to improve the way we manage concerns and to support a high standard of service across all removals and man and van work carried out by Man and Van New Addington.



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At the most competitive prices in CR0, we offer a fantastic man and van service that will ensure your full move is simple and hassle free. We work hard to make sure your move goes according to plan so that there are no hiccups along the way. So if you are looking for the best rates for man and van New Addington, get in touch today to receive a free estimate and our office staff will happily answer your questions and provide you with absolutely any help and information you need. We look forward to your request!

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
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Contact us

Company name: Man and Van New Addington Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 61 Wortley Rd
Postal code: CR0 3EB
City: London
Country: United Kingdom

Latitude: 51.3871710 Longitude: -0.1174990
E-mail:
[email protected]

Web:
Description: A single phone call on our company number will help you pick the most reliable New Addington, CR0 moving crew to help you with your relocation.
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