Complaints Procedure

Complaints Procedure for Man and Van Aldersbrook

Man and Van Aldersbrook is committed to providing a reliable, professional and friendly removals service. 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.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and transparent way to tell us when they are unhappy with any aspect of our man and van or removal services. We use all complaints as an opportunity to review our performance, put things right where possible, and improve how we operate in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:

Issues with the handling, loading or unloading of your items.

Concerns about punctuality, conduct or communication from our team.

Disputes regarding charges, quotes or additional costs.

Concerns about damage, loss or delays relating to a move.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it seriously and respond appropriately.

How to Make a Complaint

You can make a complaint in writing, or verbally. We encourage you to provide as much detail as possible so that we can investigate thoroughly and respond accurately. Please include:

Your full name and the address where the service was provided.

The date of your move or booking.

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

Any relevant reference numbers or names of staff if known.

Any evidence that may help us understand the issue, such as photographs of damage.

Written complaints help create a clear record of your concerns, but we will treat verbal complaints with the same care and attention. If you make a complaint verbally, we may write down the details and confirm our understanding with you.

When to Make a Complaint

We ask that you raise any complaint as soon as you reasonably can after the issue occurs. Reporting matters promptly helps us investigate more effectively, particularly where timed services, storage arrangements or property access are involved.

Our Complaints Handling Process

We aim to resolve most concerns informally and quickly. Where this is not possible, the following process will apply:

Acknowledgement of Your Complaint

We will acknowledge your complaint as soon as reasonably practical. Where your complaint is in writing, we will confirm that we have received it and outline the next steps. If we require more information to understand the issue, we may contact you to request further details.

Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Man and Van Aldersbrook. We may need to:

Check bookings, job sheets and driver notes for the relevant date.

Discuss the matter with the team members involved in your move.

Inspect any photographs, inventories or other documents you provide.

Review our internal procedures to understand what happened.

We aim to carry out this investigation carefully and objectively, taking account of both your perspective and the information available from our records.

Our Response

Once we have completed our investigation, we will provide you with a clear response setting out:

Our understanding of your complaint.

The findings of our investigation.

Any factors that may have contributed to the issue.

Any proposed resolution or next steps.

Where appropriate, we may offer one or more of the following outcomes:

An apology and explanation.

Corrective action to put things right where this is possible.

A goodwill gesture where we consider it appropriate to the circumstances.

A review of our procedures or staff training to help prevent a recurrence.

Timeframes

We aim to acknowledge complaints and provide a full response within a reasonable timeframe, taking into account the complexity of the matter and the availability of relevant information. If we anticipate that our investigation will take longer than usual, we will let you know and provide an estimated timescale for our reply.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask us to review the outcome. In doing so, please explain why you remain dissatisfied and what further resolution you are seeking. A different person, or a more senior member of our team, will then review the complaint, the original investigation and our response before providing a further reply.

Damage, Loss and Insurance

Where your complaint relates to damage or loss of items during a removal, we will handle your concern in line with our terms and any applicable insurance arrangements. To assist us, please provide clear details of the items involved, any evidence of their condition before and after the move, and any relevant purchase or valuation information, if available.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you give us will only be shared with those who need it to investigate and resolve your complaint, or where we are required to share it by law. We will handle your personal information in accordance with our data protection obligations.

Our Commitment to Continuous Improvement

Man and Van Aldersbrook values feedback from every customer, whether positive or negative. Complaints are an important way for us to identify where our removals and man and van services can be improved. We regularly review the nature and outcome of complaints to help us refine our processes, enhance training and maintain high standards of service for customers across our service areas.

This Complaints Procedure does not affect your statutory rights.



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Contact us

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

Street address: 41 Mornington Rd
Postal code: E11 3BE
City: London
Country: United Kingdom

Latitude: 51.5690310 Longitude: 0.0146670
E-mail:
[email protected]

Web:
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