Complaints Procedure

Complaints Procedure for Man and Van Streatham

Man and Van Streatham is committed to providing a reliable, professional moving and removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we handle them, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our man and van or removal services is dealt with promptly, fairly, and consistently. We use complaints to identify areas for improvement in our services, staff training, and operational processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Streatham, whether it relates to a single job or a series of bookings. This can include, but is not limited to:

Service quality issues, such as punctuality, handling of goods, loading and unloading, or conduct of staff.

Concerns about the way your booking, quote, or payment was handled.

Damage to property or belongings during a move.

Disputes over charges, agreed work, or variations to the service.

Any other matter where you feel we have not met our obligations or your reasonable expectations.

Who May Complain

This procedure is for all customers who have used, or attempted to use, Man and Van Streatham services, including house moves, flat moves, local removals, and small business removals. Complaints can be made by the person who booked the service or an authorised representative acting on their behalf.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them quickly and effectively. You can make a complaint in the following ways:

Speak directly to a member of our team on the day of the move, where practical. Many issues can be resolved immediately on site.

Contact our office after the move with full details of your concerns.

When submitting a complaint, please provide:

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

The date and approximate time of the move or removal service.

A clear description of what went wrong and how this affected you.

Details of any loss or damage, including photographs if available.

Details of any discussions already held with our team about the issue.

Time Limits for Making a Complaint

To help us investigate fairly, we ask that complaints are raised as soon as possible and normally within 14 days of the service taking place. Complaints about damage to goods or property should be reported at the earliest reasonable opportunity after discovery.

How We Handle Your Complaint

We aim to manage all complaints in a transparent and professional way. Our process is as follows:

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In this acknowledgement we will confirm that your complaint has been logged and is under review, and may request any further information needed to understand the issue fully.

Stage 2: Investigation

A member of our management team will review your complaint. This may include:

Checking booking records, job sheets, and notes from the day of the move.

Speaking with the driver and any crew members involved.

Reviewing any photographs or evidence provided.

Assessing whether our terms and conditions and service standards were met.

We aim to complete our investigation and respond in a reasonable timeframe. If the matter is complex and requires more time, we will keep you informed of progress.

Stage 3: Outcome and Response

Once the investigation is complete, we will provide a clear response that sets out:

Our understanding of the complaint.

The findings of our investigation.

Any actions we propose to resolve the matter.

Where your complaint is upheld, possible outcomes may include an apology, an explanation of what went wrong, service improvements, practical remedies, or where appropriate and at our discretion, a financial solution in line with our terms and conditions and any applicable insurance arrangements.

If You Are Unhappy with the Outcome

If you remain dissatisfied after receiving our response, you may request a further review. A different member of the management team, not previously involved where possible, will re-examine the complaint, our decision, and any new information you wish to provide. We will then issue a final response explaining whether our original decision stands or is varied, and why.

Complaints Involving Damage or Loss

Where your complaint relates to alleged damage or loss of items during a removal, we may ask for additional evidence, such as photographs, proof of value, or independent reports. All such complaints will be considered in the context of our terms and conditions, any agreed inventory, and any declared value of goods. Certain items may be excluded or limited under our contractual terms, and we will explain how these apply in your case.

Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with applicable data protection requirements. Information will only be shared internally with staff who need it to investigate and resolve your complaint, or externally where we are required to do so by law or with your consent.

Our Commitment to Improvement

Man and Van Streatham treats all feedback as an opportunity to improve. We regularly review complaints to identify patterns or recurring issues, and we use this information to refine our training, processes, and service standards across our local moving and man with a van operations.

By following this complaints procedure, we aim to resolve issues fairly and efficiently, maintain trust with our customers, and continue to offer a professional, dependable removal service.



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Contact us

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

Street address: 658 Streatham High Rd
Postal code: SW16 3QL
City: London
Country: United Kingdom

Latitude: 51.4140300 Longitude: -0.1245860
E-mail:
[email protected]

Web:
Description: Make sure your moving process in Streatham SW16 goes without any hiccups by hiring our terrific removal services! Call us and get a free quote!
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