Man with Van Mayfair Complaints Procedure

Man with Van Mayfair is committed to providing reliable, professional removal and man and van services. We aim to complete every move with care, punctuality and clear communication. If something goes wrong, we want to know 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 deal with it, and what you can expect from us at each stage.

Our Commitment to You

We treat all complaints seriously, whether they relate to a local man and van job, a larger house move, or a commercial removal. Our goals are to:

Listen to your concerns and understand what went wrong from your point of view.

Investigate the issue fairly and promptly.

Provide a clear response in plain language.

Offer a practical resolution wherever possible.

Use your feedback to review and improve our services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services where you would like a response or resolution. This can include, for example:

Concerns about punctuality, conduct or behaviour of our team.

Issues with how your belongings were handled, packed, or transported.

Disputes related to charges, quotations, or invoicing.

Problems with communication before, during, or after your move.

Any other aspect of our service that did not meet your expectations.

You do not need to use the word complaint for it to be treated as one. If you tell us you are unhappy and want us to respond, we will treat your concern under this procedure.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. Please include as much relevant information as you can so we can investigate efficiently. Helpful details include:

Your full name and the address where the service was provided.

The date of your move or booking.

A clear description of what went wrong and when it happened.

Names of any team members involved, if you know them.

Any supporting information, such as booking references or photographs, if applicable.

If you have an idea of what outcome you are seeking, you are welcome to tell us so that we can consider it as part of our response.

Stage One: Initial Review and Acknowledgement

Upon receiving your complaint, we will log it in our internal system and begin an initial review. We aim to acknowledge receipt within a reasonable time frame and to let you know that we are looking into the matter.

At this stage, we may contact you to clarify any points or to request further information so that we have a full understanding of what happened during your removal or man and van job.

Stage Two: Investigation and Response

Once your complaint has been acknowledged, we will carry out an impartial investigation. This may involve:

Reviewing your booking details and service notes.

Speaking with the team members who were involved in your move.

Considering any photographs, messages or other evidence provided.

Comparing what happened with our standard policies and procedures.

After the investigation, we will write to you with a clear and reasoned response. Where appropriate, this response will include:

A summary of your complaint and our understanding of the issues.

The findings of our investigation.

Any steps we have already taken or will take to address your concerns.

Any offer of remedial action, where this is appropriate and within our terms and conditions.

We aim to resolve most complaints within a reasonable time, depending on the complexity and the availability of the people involved.

Stage Three: Further Review

If you are not satisfied with the outcome of our initial investigation, you can ask for a further review. When doing so, please explain why you remain unhappy and what you feel has not been properly addressed.

Upon receiving your request, a senior member of our team, who was not directly involved in the original decision where possible, will re-examine your complaint, the investigation, and the response given. They may contact you for more information or clarification.

After this review, we will send you a final response explaining whether the original decision is upheld, varied, or overturned, and the reasons for that conclusion.

Time Limits for Making a Complaint

For practical reasons, we ask that complaints are raised as soon as reasonably possible after the service has been provided. This helps us to investigate while events are still recent and information is readily available. Complaints raised long after a move has taken place may be harder to investigate thoroughly, but we will still consider them and do what we reasonably can to look into the matter.

Our Approach to Fairness and Confidentiality

We aim to handle every complaint fairly and without bias. Your complaint will not affect any future bookings you may wish to make with us. All information you provide will be treated sensitively and, where appropriate, confidentially. Details will only be shared internally with those who need to know in order to investigate and resolve your complaint.

Learning from Complaints

Each complaint is an opportunity for us to review how we deliver our man and van and removal services across the areas we serve. We regularly review complaints to identify patterns, training needs, and possible improvements to our systems, communication, and on-the-day moving processes.

By following this Complaints Procedure, we aim to resolve individual issues fairly and use your feedback to maintain and strengthen the quality of our services.

Updates to This Procedure

Man with Van Mayfair may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The version made available on our legal and policy information pages will always represent the current procedure in force.