Complaints Procedure

Man and Van Mitcham Complaints Procedure

Man and Van Mitcham is committed to providing a reliable, professional and fair removal service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This Complaints Procedure explains how you can raise a concern and how we will handle it.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to:

Raise a concern or complaint about any aspect of our removal or man and van services, including packing, loading, transport, unloading, timings and conduct of staff.

Understand how we will investigate and respond to complaints.

Know what to expect at each stage and the timescales we aim to meet.

This procedure applies to all customers who use our services, including one off moves, regular transport, local removals and longer distance moves within our usual operating area.

What We Class As a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about punctuality, missed or delayed appointments or scheduling issues.

Dissatisfaction with the handling, packing, loading, unloading or positioning of goods.

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

Questions about charges, quotes, billing, or the services delivered compared with what was agreed.

Concerns about damage, loss or perceived risk to your belongings during a removal or man and van service.

How To Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep a clear record of what has happened and what outcome you are seeking. When you raise a complaint, please provide as much detail as you can, including:

Your full name and the address where the service was carried out.

The date of your move or booking and, if possible, your booking reference.

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

The names or descriptions of any staff involved, if known.

Any evidence you have, such as photographs, inventory notes or correspondence.

What you would like us to do to resolve the matter.

If you raise a complaint verbally, we may ask you to confirm the key points in writing so that we can ensure we have understood your concerns accurately.

Our Complaints Handling Stages

We aim to resolve most issues quickly and informally. However, where a more detailed review is needed, we follow the stages below.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will:

Acknowledge receipt of your complaint within five working days.

Log your complaint in our internal system, including the date received and the key details.

Assign a member of our management team to review your concerns.

At this stage, we may contact you to clarify details, request additional information or ask for any supporting documents or photographs.

Stage 2: Investigation

The person handling your complaint will then carry out a fair and impartial investigation. This may include:

Reviewing your booking information, correspondence and any notes made by our team.

Speaking with the staff members involved in your move or our office team.

Reviewing photos, inventory lists or other records related to the job.

Considering any relevant terms and conditions that applied to your booking.

We aim to complete this investigation and provide a full response within twenty working days of acknowledging your complaint. If we need more time, for example to obtain additional information, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

Once the investigation is complete, we will send you a written response that includes:

A summary of your complaint.

Details of the steps we took to investigate the matter.

Our findings and whether your complaint is upheld, partially upheld or not upheld.

Any actions we will take to put things right, if appropriate.

Any steps we will take internally to prevent similar issues in future.

Possible outcomes may include an apology, an explanation, service improvements, or other appropriate resolutions. Where compensation is considered, this will be assessed in line with our terms and conditions and any applicable legal requirements.

Stage 4: Further Review

If you are not satisfied with our Stage 3 response, you can request a further review. In your request, please explain why you are unhappy with the outcome and what you feel has not been addressed. A senior member of our team, who was not involved in the original investigation, will review your complaint, the investigation and the outcome. We aim to provide a final written response within twenty working days of receiving your request for further review.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as possible after the issue occurs. This helps us investigate effectively while details are still fresh and any evidence is readily available. For issues relating to damage or loss of items, we ask that you notify us promptly once you become aware of the problem so that we can review the circumstances and relevant documentation.

Our Commitments to You

When handling your complaint, we will:

Treat you with respect, courtesy and professionalism.

Take your concerns seriously and listen to your point of view.

Investigate your complaint fairly and impartially.

Communicate clearly and in plain language.

Respond within the timescales set out in this procedure, or explain if more time is required.

Use what we learn from complaints to improve our removal and man and van services.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection laws. Information about your complaint will only be shared within our organisation on a need to know basis for the purpose of investigating and resolving the issue. We keep records of complaints and their outcomes so we can monitor performance and improve our services.

Continuous Improvement

Feedback from customers across our service area is an important part of how we maintain and improve quality. We regularly review complaints data to identify patterns, training needs and opportunities to improve the way we plan, staff and deliver our moves. By raising a concern, you help us strengthen our removal services for all customers.



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

Street address: 34 Gorringe Park Ave
Postal code: CR4 2DG
City: London
Country: United Kingdom

Latitude: 51.4174830 Longitude: -0.1605780
E-mail:
[email protected]

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