Complaints Procedure

Man and Van Deptford Official Complaints Procedure

This complaints procedure explains how Man and Van Deptford handles concerns and formal complaints about our removal, man and van, and related moving services. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to improve our services for future customers.

Our Commitment to Customers

We want every move and transport job to run smoothly, from the initial enquiry and quotation through to the completion of the removal. If something goes wrong or falls below your expectations, we encourage you to tell us as soon as possible so we can put things right. All complaints are treated seriously and handled with professionalism, courtesy, and respect.

We commit to

Listening carefully to your concerns and understanding what went wrong from your point of view.

Investigating all complaints thoroughly and objectively.

Responding within reasonable and clearly communicated timeframes.

Providing a clear outcome, explanation, and where appropriate, a remedy.

Recording complaints and using them to review and improve our services and processes.

Scope of This Complaints Procedure

This procedure covers concerns and complaints about

Domestic and commercial removals.

Man and van services, including loading, unloading, and transport.

Packing, handling, and basic storage services where applicable.

Customer care, including conduct and behaviour of staff and communication during the move.

Quotations, invoicing, and charges related to our services.

Issues such as damage, delay, missed appointments, or service quality.

This procedure does not cover issues which are being handled through formal insurance claims processes or which are outside our control, although we will always try to assist and advise where we can.

Stage One: Raise the Issue Informally

Whenever possible, we encourage you to raise any concern at the earliest opportunity, ideally on the day of the move or as soon as you notice a problem. Speaking to the team on site or to our office staff gives us the best chance to resolve the issue quickly and informally.

When raising a concern informally, please explain

What happened, including dates and times where possible.

Which service was involved, such as house move, office move, or single item transport.

How the issue has affected you.

What you would like us to do to put things right, if you have a preferred solution.

Many issues, such as minor misunderstandings or small practical problems, can be resolved immediately at this stage. If your concern cannot be resolved informally or you remain dissatisfied, you may use the formal complaints process described below.

Stage Two: Making a Formal Complaint

If you decide to make a formal complaint, please set out your concerns clearly and provide as much detail as possible. This helps us to understand and investigate effectively. You should include

Your full name and the address where the service took place.

The date of your move or service.

A clear description of the issue, in your own words.

Details of any previous conversations or attempts to resolve the matter informally.

Any supporting information you believe is relevant, such as photos, inventory notes, or driver details.

What outcome you are seeking, such as an explanation, apology, corrective action, or consideration of compensation.

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and begin our investigation.

How We Investigate Complaints

Man and Van Deptford aims to investigate every complaint thoroughly and fairly. Depending on the nature of the issue, our investigation may include

Reviewing your booking details, inventory, and any signed paperwork.

Checking schedules, job sheets, and vehicle logs.

Speaking with the team members who carried out your removal or man and van service.

Examining photographs or other evidence you have supplied.

Reviewing our internal procedures and any relevant terms and conditions.

We aim to provide a full written response within a reasonable period, depending on the complexity of the issue. If the matter requires more time to investigate, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will send you a clear and detailed response, setting out

What we understand your complaint to be.

What we have investigated and the information we have considered.

Our findings and conclusion.

Any actions we propose to take.

Outcomes may include an explanation, an apology, corrective actions to avoid similar issues in future, practical steps to resolve a specific problem, or where appropriate and in line with our policies, consideration of financial remedies. Any such remedies are assessed on a case by case basis and in line with our terms and conditions and any applicable insurance arrangements.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may reply, setting out which parts of our response you disagree with and why. We will then review the matter again, which may include a further internal review by a more senior member of our team.

During this review, we may ask you to provide any additional information that you feel has not been properly considered. We will then provide a final written response, explaining our position and any final steps we are able to take.

Time Limits for Complaints

To allow us to investigate properly, we ask that complaints are raised as soon as reasonably possible after the service has taken place. Some issues, such as damage to items or property, may be subject to specific time limits in our terms and conditions or insurance policies. Raising issues promptly helps us to gather accurate information and evidence while details are still fresh.

Using Complaints to Improve Our Services

We review complaints and feedback on a regular basis to identify patterns, recurring issues, and areas where our removal and man and van services can be improved. This may include additional staff training, updating procedures, or making changes to how we plan and carry out moves.

By following this complaints procedure, Man and Van Deptford aims to provide a clear, fair, and accessible route for customers to raise concerns, obtain answers, and help us maintain a high standard of service across all of our moving and transport work.



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Put Your Trust in Man and Van Deptford to Deliver and with Our Revolutionary Low Prices, You’ll Be Glad You Did 

Pleasing our customers is our number one aim. Without our loyal clients our man and van operation wouldn’t exist. We never lose sight of that fact and always attempt to please each of them. We run a fast-paced business, completing assignments promptly and on time. No one likes waiting for jobs to be done, so once our man and van Deptford team arrive on site you’ll see results overnight. SE8 is our patch so if that’s your place of home or work then let’s do business together.

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Contact us

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

Street address: 153 Deptford High St
Postal code: SE8 3NU
City: London
Country: United Kingdom

Latitude: 51.4792910 Longitude: -0.0262470
E-mail:
[email protected]

Web:
Description: Get in touch with our customer support and ask them for the discounts we offer for all types of removals in and around Deptford, SE8.
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