Complaints Procedure for Man and Van Fitzrovia Customers

Man and Van Fitzrovia is committed to delivering a professional, reliable and considerate removal service. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our service. 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 route to tell us when they are unhappy with any aspect of our services, including man and van moves, household removals, small office moves, loading, unloading or handling of goods. It sets out what you can expect from us, the timescales we aim to meet, and how we will work with you to reach a fair outcome.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include, for example:

Delays in collection or delivery of your items, concerns about the conduct, attitude or appearance of our team members, issues with how your belongings have been handled or protected, disagreements regarding booking details, pricing or charges, problems with communication before, during or after a move, or any other matter where you believe we have not met the standard of service you reasonably expected.

This procedure does not cover routine enquiries, requests for quotes or minor issues that can be immediately resolved during the move. However, if an issue remains unresolved or you are dissatisfied with the response at the time, you may raise it as a formal complaint using this procedure.

How to Make a Complaint

You can make a complaint in writing, or verbally. Written complaints are preferred where possible, as they help us understand the full details and keep an accurate record. Please include the following information to help us investigate efficiently:

Your full name and any reference details related to your booking, the date and approximate time of the move or service, a clear description of what happened and why you are dissatisfied, details of any damage, delays or additional costs you believe have arisen, and what outcome or resolution you would like us to consider.

If you raise a complaint verbally during or immediately after the move, the team on site will do their best to address it. If they cannot resolve it, they will pass the details to the person responsible for handling complaints for further review.

Timescales for Raising a Complaint

To enable a fair and thorough investigation, we ask that you notify us of any complaint as soon as reasonably possible after the service has taken place. Where the complaint relates to possible loss or damage to items, it is important that you contact us promptly so that we can review any relevant documents and records and, where applicable, consider the condition of items at the time of the move.

How We Will Handle Your Complaint

When we receive your complaint, we will record it and begin an investigation. Our aim is always to treat you with respect, listen carefully to your concerns, and respond in a clear and timely manner. The general stages are as follows:

First, we will acknowledge that we have received your complaint. We will then review the details you have provided, along with our booking information, job records and any notes from the removal team. If necessary, we may contact you to ask for more information or clarification. We may also speak to staff involved in the move to obtain their account of events.

Once we have completed our initial investigation, we will send you our response. This will explain our findings, any conclusions we have reached and any steps we propose to take to resolve the matter. Where appropriate, this may include an apology, an explanation, a corrective action or another form of resolution that we consider fair in the circumstances.

Expected Response Times

We aim to acknowledge complaints within a reasonable period of receiving them. Following acknowledgement, we will aim to provide a full response after we have completed our investigation. If, for any reason, our investigation is likely to take longer than expected, we will try to let you know and keep you updated.

Outcomes and Remedies

Every complaint is different, and our response will depend on the specific circumstances. Possible outcomes may include:

A full or partial apology where our service has fallen below our standards, an explanation of what went wrong and why, details of the measures we will take to prevent a similar issue from happening again, or, where appropriate and in line with our terms, a practical or financial remedy. All decisions will be made fairly, taking into account the information available, our contractual obligations and any applicable limits or exclusions.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. In your request, please explain why you remain unhappy and what you believe has not been properly addressed. We will then arrange for a further review, which may involve a different person considering your complaint, our investigation and our initial response.

Following this review, we will send you a final response setting out our position. This will mark the end of our internal complaints process.

Our Commitment to Continuous Improvement

We view complaints as an important source of feedback. By listening to customers and understanding where things have not gone as planned, we can improve how we plan moves, protect belongings, schedule vehicles, train staff and communicate about our services. We regularly review complaints and outcomes to identify trends and take action to raise service standards.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our relationship with you as a customer, and meeting any legal or regulatory obligations we may have. We store complaint records securely and only share them internally with those who need the information to respond or implement improvements.

Fair Treatment and Respect

We will treat all complaints seriously and deal with you professionally and courteously at all times. In return, we ask that our staff are treated with respect. We reserve the right to limit or end communication where behaviour is unreasonable, abusive or threatening, though this will not affect any valid issues you have already raised.

By setting out this complaints procedure clearly, Man and Van Fitzrovia aims to give customers confidence that any concerns about our removal or man and van services will be heard, investigated and responded to in a fair and timely way.



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Contact us

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

Street address: 10 Whitfield St
Postal code: W1T 2RE
City: London
Country: United Kingdom

Latitude: 51.5192790 Longitude: -0.1336440
E-mail:
[email protected]

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