Complaints Procedure

Man and Van North Sheen Complaints Procedure

Man and Van North Sheen is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right, learn from the experience, and improve our services. This complaints procedure explains how you can raise a concern, 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 fair process for customers who are dissatisfied with any aspect of our services. This includes man and van moves, house and flat removals, small office moves and related loading, unloading and transport services. Our aim is to resolve issues as quickly and as amicably as possible, while treating all customers with respect and courtesy.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to the booking process, punctuality, conduct of staff, care of belongings, completion of work, charges applied, or communication before, during or after your move. A complaint can be made during your move or after the service has been completed.

Raising an Informal Complaint

We encourage customers to raise issues informally in the first instance, as many concerns can be resolved quickly. If you experience a problem on the day of your move, please speak to the team on site and explain your concern as clearly as possible. They will do their best to resolve the matter there and then, where it is reasonable and safe to do so.

If the team on site cannot resolve the issue to your satisfaction, or if you prefer not to raise it on the day, you can proceed to make a formal complaint following the steps below.

How to Make a Formal Complaint

If you wish to make a formal complaint about any aspect of our removal or man and van services, please provide the following information so that we can investigate thoroughly:

1. Your full name and the address where the service was carried out.
2. The date of your move and, if known, the booking reference.
3. A clear description of what went wrong and when it happened.
4. Details of any conversations already held with our staff about the issue.
5. What outcome or resolution you are seeking.

Complaints should be submitted in writing. This helps ensure that we understand your concerns accurately and that we have a clear record of what has been raised.

Time Limits for Making a Complaint

We ask that you submit your complaint as soon as reasonably possible after the issue arises. For matters involving alleged damage or loss of belongings, we normally require that you notify us within a reasonable period from the date of your move so that we can assess the circumstances and evidence while they are still current.

How We Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed.
2. Initial Review: We will review the details you have supplied, along with any records, job notes or photographs held by our team.
3. Investigation: Where necessary, we will speak to the staff members involved and, if relevant, request additional information from you, such as photos of any claimed damage or copies of related documents.
4. Response: Following our investigation, we will provide you with a written response setting out our findings, any proposed resolution and the reasons for our decision.

Timescales for Response

We aim to provide a full response to your complaint within a reasonable period from the date it is received. If, due to the complexity of the matter or the need to gather further information, we are unable to meet this timescale, we will let you know and explain when you can expect a full reply. We will keep you updated if there are any further delays.

Possible Outcomes and Remedies

Depending on the nature and circumstances of your complaint, possible outcomes may include:

1. An explanation or clarification regarding how the service was delivered.
2. An apology where we accept that our service fell below our expected standards.
3. Practical steps to resolve an issue, such as revisiting a property to complete agreed work where appropriate.
4. Consideration of any loss or damage in line with our terms and conditions and any applicable insurance arrangements.
5. A review of our internal procedures, training or service standards to help prevent a similar issue arising again.

Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request a further review. In your request, please explain why you believe the response is inadequate and what you would like us to reconsider. A different person or a more senior member of our team will review the matter, taking into account the original complaint, the investigation carried out and any new information provided. We will then issue a final response outlining our position.

Fairness and Confidentiality

All complaints will be handled fairly, impartially and without discrimination. Making a complaint will not affect your right to continue using our services or to receive the same standard of professional care as any other customer. Information you provide in the course of a complaint will be treated confidentially and will only be shared with those who need it to investigate and resolve the issue.

Continuous Improvement

We value feedback and use complaints as an opportunity to improve our removal and man and van services. We regularly review the issues raised through this procedure to identify patterns, update staff training and refine our processes, with the aim of delivering a consistently high standard of service to all customers.

Acceptance of this Procedure

By booking and using the services of Man and Van North Sheen, you acknowledge that you have access to this complaints procedure and that we may rely on it, along with our general terms and conditions, when handling and resolving any complaint.



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Contact us

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

Street address: 94 Kew Rd
Postal code: TW9 2PQ
City: London
Country: United Kingdom

Latitude: 51.4549140 Longitude: -0.3118820
E-mail:
[email protected]

Web:
Description: Do not postpone, call us if you need help from a professional relocation team in North Sheen, TW9. We are always ready to give you a hand.
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