Man with Van Mayfair Complaints Procedure

Man with Van Mayfair is committed to delivering reliable, professional and courteous removal and moving services. We understand that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right quickly and improve our service. This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.

Our Commitment to You

We aim to handle all complaints about our man and van and removal services fairly, consistently and as quickly as possible. We will always treat you with respect, take your concerns seriously and keep you informed of progress. We review all complaints to identify any patterns or areas where our moving services and customer care can be improved.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you expect a response. This may include issues such as punctuality, conduct of staff, handling of belongings, quality of the removal service, charges and billing concerns, or communication before, during or after your move.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We will treat all feedback constructively and decide together how best to address it.

When to Raise a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the issue occurs. This gives us the best chance to understand what happened, to speak to the team members involved and to find a practical solution. We may be less able to investigate complaints made a long time after the event, but we will always consider the circumstances and any evidence you can provide.

How to Make a Complaint

You can make a complaint about our removal and man and van services in writing. Written complaints allow us to review all details carefully and provide you with a clear written response. Please include the following information:

The date of your move or booking, the collection and delivery locations, a clear description of what went wrong, any relevant timings, the names of any staff you dealt with, and what outcome you are seeking. The more detail you can provide, the easier it is for us to investigate and respond thoroughly.

Stage One: Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably practical. We will register it in our internal system and identify the most appropriate person to handle the matter. We may contact you to clarify details, request additional information or ask for any supporting documents or photographs relevant to your removal or delivery.

At this stage, we will aim to resolve straightforward issues quickly, for example by explaining what happened, correcting an error, or agreeing practical steps to remedy the situation. If we anticipate that a full investigation is required, we will inform you of the next steps and estimated timeframes.

Stage Two: Detailed Investigation

If your complaint cannot be resolved immediately, it will be escalated for a detailed investigation. This may involve speaking with the driver or removal team, reviewing booking records and job notes, checking any condition reports or inventory lists, and assessing our policies and procedures as they apply to your case.

We will consider all relevant information impartially. Our aim is to understand the facts, identify any service failures and decide on appropriate remedies where we are at fault. We may also contact you during the investigation if we need further clarification or evidence.

Our Response and Possible Outcomes

When the investigation is complete, we will provide you with a written response that explains:

How we have considered your complaint, what we have found, whether your complaint has been upheld in full or in part, and what actions we will take as a result. Possible outcomes may include an explanation or apology, corrective action for future services, internal training or process changes, or, where appropriate, a financial adjustment or contribution towards proven loss in line with our terms and conditions.

We will always seek to reach a fair and reasonable outcome based on the evidence available and our responsibilities as a removal service provider.

Timeframes

We aim to acknowledge complaints promptly and to provide a full response within a reasonable timeframe. The exact timing may vary depending on the complexity of the case, the availability of staff and documentation, and whether site visits or assessments are required. If we need more time to complete our investigation, we will let you know and explain the reasons for any delay.

If You Are Unhappy with the Outcome

If you are not satisfied with our response, you may request that your complaint is reviewed again. In your request, please explain which parts of the decision you disagree with and why. We will arrange for a further review, where possible by someone not previously involved, to ensure an additional level of objectivity.

After this further review, we will write to you again with our final position. At that point, our internal complaints procedure will be considered exhausted. We will always do our best to resolve matters before they reach this stage.

Your Responsibilities

To help us handle your complaint effectively, we ask that you provide clear, accurate and honest information, respond to our requests for further details in a timely manner, and treat our team with courtesy and respect. We are committed to treating you in the same way, even when the issues raised are difficult or sensitive.

Using Complaints to Improve Our Service

Complaints play a valuable role in helping Man with Van Mayfair maintain and improve the quality of our removal and moving services. We regularly review complaints to identify trends, training needs and areas where our policies or day-to-day practices can be strengthened. This supports our aim of delivering reliable, careful and efficient moves for customers across our service area.

By following this complaints procedure, we hope to provide a clear, fair and accessible way for you to raise concerns and have them addressed properly. Your feedback, whether positive or negative, is important to us and is always welcomed.