Man and Van Dulwich Complaints Procedure

Man and Van Dulwich is committed to providing reliable, professional removal and man and van services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

We treat all complaints seriously and use the feedback to improve our services for customers across our service area.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and accessible way for customers to raise concerns about any aspect of our removal or transport services. It sets out:

How to make a complaint
What information we need from you
How we will acknowledge and investigate your complaint
Timeframes for our responses
What you can do if you are not satisfied with the outcome

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is explicitly or implicitly expected. This can include, but is not limited to:

Concerns about collection or delivery times
Issues relating to handling or care of goods
Disputes about charges or quotations
Concerns about staff behaviour or conduct
Delays, missed appointments, or communication problems

We encourage you to raise any issues as early as possible so that we have the opportunity to put things right quickly.

Raising a Complaint Informally

Many issues can be resolved informally and quickly. If you experience a problem during a move or van booking, please raise it with the driver or team leader at the time, if it is safe and appropriate to do so. They will do their best to resolve the issue on the spot.

If the matter cannot be resolved during the job, or if you prefer not to discuss it in person, you can move to the formal complaints process outlined below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our man and van or removal services, please put your complaint in writing. Written complaints help us record the details accurately and ensure that nothing is missed.

When making a complaint, please include as much of the following information as possible:

Your full name and contact details
The date and location of the service
A clear description of what went wrong
The names or descriptions of any staff involved, if known
Any relevant booking references or job numbers
Details of any financial loss or damage you believe you have suffered
What outcome you are seeking, such as an apology, explanation, or financial resolution

Providing detailed and accurate information will help us investigate your complaint more efficiently.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. We aim to acknowledge all written complaints within three working days. Our acknowledgement will confirm that we have received your complaint and will outline the next steps and an indicative timeframe for our investigation.

Investigation Process

We will conduct a fair and thorough investigation into your complaint. This may involve:

Reviewing booking records and job notes
Speaking to the staff members involved
Examining any photographs, inventory lists, or supporting documents
Reviewing our internal policies and procedures as they relate to your complaint

We may contact you if we need further information or clarification. Keeping communication open allows us to understand your experience fully and reach a fair conclusion.

Response Timeframes

We aim to provide a full written response to your complaint within 14 working days from the date of acknowledgement. If, for any reason, we are unable to complete our investigation within this timeframe, we will let you know and provide an updated timescale.

Some complaints, particularly those involving complex issues or multiple parties, may take longer to investigate. However, we will always aim to keep delays to a minimum and keep you informed of our progress.

Our Decision and Outcome

Once the investigation is complete, we will write to you with our findings and decision. Our response will include:

A summary of your complaint
Details of the investigation carried out
Our decision and the reasons for it
Any actions we will take to put things right
Any steps we will take to improve our services in future

Depending on the circumstances, outcomes may include an explanation, an apology, corrective action, a goodwill gesture, or other appropriate remedies in line with our terms and conditions.

If You Are Not Satisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed. In doing so, please explain which parts of our decision you disagree with and why, and provide any additional information you would like us to consider.

We will then arrange for a further review of your complaint, which may be carried out by a manager or a different member of our team who was not directly involved in the original investigation. We will aim to provide a final response to this review within 14 working days.

Complaints Involving Loss or Damage

Where your complaint involves loss of or damage to items during a removal or transport service, we may request supporting evidence such as photographs, proof of value, or repair estimates. This allows us to assess the extent of the issue and consider any appropriate financial resolution in accordance with our terms, conditions, and any applicable insurance arrangements.

We encourage customers to report any visible damage as soon as possible after delivery so that it can be assessed promptly.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it in order to investigate and respond to your complaint. We will handle your personal data in line with our privacy practices and applicable data protection requirements.

Using Complaints to Improve Our Service

We view complaints as an important source of feedback. Wherever possible, we will use the outcome of complaint investigations to identify training needs, review working practices, and improve our man and van and removal services across the areas we cover.

By following this Complaints Procedure, we aim to ensure that all customers are treated fairly, listened to, and given a clear explanation of any decisions made.



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Contact us

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

Street address: 76 Alleyn Rd
Postal code: SE21 8AH
City: London
Country: United Kingdom

Latitude: 51.4302890 Longitude: -0.0875980
E-mail:
[email protected]

Web:
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