Man and Van Anerley Complaints Procedure

Man and Van Anerley is committed to providing a reliable, professional and courteous removal service. 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 service. This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and the timescales you can expect.

Our Commitment to Handling Complaints

We treat all complaints seriously and handle them in a fair, consistent and transparent way. Our aims are to resolve issues as quickly as possible, to communicate clearly throughout the process, and to learn from feedback to prevent similar problems in future moves. You will never be treated unfavourably for raising a complaint in good faith.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether justified or not, where a response is reasonably expected. This may relate to the quality of the moving service, the conduct of team members, punctuality, handling and care of belongings, documentation, charges, or communication before, during or after your move.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss concerns by phone or in person, we encourage you to put your complaint in writing wherever possible. This helps us to understand the issue clearly and to keep an accurate record of what has happened.

When submitting your complaint, please provide the following information to help us investigate efficiently:

The date of your move or booking, your full name and address, a clear description of what went wrong, any relevant reference number or job details, details of any damage, loss or delay, and what outcome you are seeking, such as an explanation, apology or compensation consideration.

If you raise your complaint verbally at the time of the move, our team will try to resolve the issue immediately where possible. If it cannot be resolved on the spot, it will be passed to the appropriate person for further review.

Time Limits for Raising a Complaint

To allow a fair and thorough investigation, we ask that complaints are raised as soon as reasonably possible after the event. For issues involving possible damage or loss, you should notify us at the earliest opportunity, ideally on the day of the move or within a short period afterwards. The more promptly you contact us, the easier it is to collect accurate information and evidence.

What Happens After You Complain

Once we receive your complaint, we will follow a structured process to review and respond:

First acknowledgement: We aim to acknowledge written complaints within a reasonable period, confirming that we have received your concerns and providing an initial indication of next steps.

Initial review: We will review the details you have provided and may contact you to clarify any points. We may also speak with the removal team involved and check any relevant documentation.

Investigation: For more complex issues, we will conduct a fuller investigation, which may include reviewing schedules, notes from the moving day, and any supporting photographs or evidence provided by you.

Response and outcome: Once our investigation is complete, we will write to you with our findings, our decision, and the reasons for that decision. Where appropriate, we will outline any corrective actions, such as an apology, a practical remedy, or steps taken to improve our procedures.

Timescales for Response

We aim to resolve straightforward complaints as quickly as possible, often within a short number of working days. More complex matters, especially those involving alleged damage or loss, may require additional time to investigate thoroughly. If we cannot provide a full response within an initial timeframe, we will inform you of the delay and give an updated estimate of when you can expect a detailed reply.

Providing Evidence and Information

To support your complaint, we may ask you to provide photographs of any alleged damage, copies of relevant documents or receipts, or further details about events on the day of the move. Supplying this information promptly helps us reach a fair and informed decision. We will only request information that is genuinely needed to investigate your concerns.

If You Remain Unhappy

If you are not satisfied with our response, you may request that your complaint be reviewed again. In doing so, please explain why you are unhappy with the initial outcome and identify any points you believe have not been fully considered. We will then conduct a further review and provide a final written response.

Our Approach to Fairness and Confidentiality

All complaints are handled with discretion. We will only share information internally with those who need it to resolve the issue or improve our services. Your personal information will be handled in line with our wider commitments to privacy and data protection. We will approach every complaint with an open mind and will not make assumptions before the investigation is complete.

Using Feedback to Improve Our Service

Complaints and constructive feedback are important to us. We regularly review the issues raised to identify patterns, training needs and opportunities to improve how we plan and carry out removals. This may lead to changes in procedures, enhanced staff training, or clearer communication with customers before moving day.

By following this complaints procedure, Man and Van Anerley aims to resolve problems fairly and promptly, maintain high standards across our removal services, and give customers confidence that their concerns will be listened to and acted upon.



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Contact us

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

Street address: 94 High St
Postal code: SE20 7EZ
City: London
Country: United Kingdom

Latitude: 51.4156760 Longitude: -0.0541290
E-mail:
[email protected]

Web:
Description: Our Anerley, SE20 man with van relocation crews are highly distinguished. Contact us today and be sure we are ready to help you!
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