Complaints Procedure

Man and Van Southwark Complaints Procedure

Man and Van Southwark is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned and customers may wish to raise a concern or complaint. This Complaints Procedure explains how you can tell us about a problem, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. We use all feedback, including complaints, to review and improve our man and van and removal services. We will always treat you with respect and expect the same courtesy for our staff.

Our key aims when dealing with a complaint are to:

Listen carefully to what went wrong from your point of view, investigate the matter thoroughly and objectively, keep you informed at each key stage, offer a clear explanation and, where appropriate, put things right.

What This Procedure Covers

This Complaints Procedure covers concerns or dissatisfaction related to services provided by Man and Van Southwark, including but not limited to home or office moves, collection and delivery jobs, packing or loading work, punctuality, conduct of staff and communication before, during or after a job.

It does not cover general enquiries, requests for quotes, or routine booking issues that can usually be resolved quickly by our team as part of normal customer service. If you are unsure whether your issue is a complaint, please raise it with us and we will treat it in the most appropriate way.

Raising a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while the details are still clear. Wherever you can, please provide:

Your full name, the date of the removal or man and van service, the pick-up and drop-off addresses, a clear description of what went wrong, any evidence that might help, such as photos or inventory details, and what outcome you would like to see.

Complaints can be raised verbally or in writing. If you raise a complaint verbally, we may ask you to confirm the main points in writing so that we can keep a clear record.

Stage One: Initial Review and Response

At the first stage, your complaint will be reviewed by a member of our team who has not been directly involved in the matter wherever possible. Our goals at this stage are to understand your concerns, clarify any details we need to investigate and, where possible, resolve the matter quickly.

We will normally acknowledge your complaint within a reasonable time and explain the next steps. During this stage we may:

Check booking records and job notes, speak to the driver or removal team involved, review photographs or inventories, and assess whether our service met our usual standards.

Once the review is complete, we will provide you with a response setting out our findings, any action we propose to take and any options for resolution, which may include practical solutions or other forms of redress where appropriate.

Stage Two: Further Review

If you are not satisfied with the outcome of Stage One, you may request a further review. This should normally be done within a reasonable time of receiving our initial response and should explain why you remain dissatisfied and what you feel has not been addressed.

At Stage Two, a more senior member of staff will re-examine your complaint. They may review all previous correspondence and evidence, request additional information from you or from our team, and consider whether our first decision was fair and reasonable.

Following this further review, we will write to you with our final position and the reasons for our decision. We aim to complete this stage within a reasonable timeframe, depending on the complexity of the complaint.

Timeframes for Handling Complaints

We aim to acknowledge complaints promptly and to provide a full response as soon as practicable. The time needed to investigate will vary depending on the nature of the complaint, the availability of staff involved and whether we need additional information or evidence.

If we cannot provide a full response within a reasonable time, we will let you know that our investigations are ongoing and give you an indication of when you can expect a final reply.

Fairness and Confidentiality

All complaints are handled in line with our commitment to fairness, respect and confidentiality. We will only share details of your complaint with staff who need to know in order to investigate and respond. We do not tolerate abusive or threatening behaviour towards our team. If communication becomes unreasonable, we may limit the way in which we communicate with you while still addressing the core issues of the complaint.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns and areas where our removal and man and van services can be improved. This may include additional staff training, changes to procedures for loading or transporting goods, updates to our booking processes or clearer communication about what customers can expect on moving day.

Your feedback helps us maintain and raise standards for customers using our services across the wider area, not only in Southwark itself.

Ending the Complaints Process

Once we have completed any agreed stages of this Complaints Procedure and written to you with our final decision, our internal complaints process will normally be considered closed. At that point we may not be able to enter into further correspondence on the same issues, unless new and relevant information becomes available.

Nothing in this Complaints Procedure affects any legal rights you may have. This document is intended to explain how Man and Van Southwark will work with you to address concerns about our services in an organised, fair and timely way.



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Contact us

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

Street address: 24 Shad Thames
Postal code: SE1 2YJ
City: London
Country: United Kingdom

Latitude: 51.5021330 Longitude: -0.0718210
E-mail:
[email protected]

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