Complaints Procedure

Man and Van Greenwich Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Greenwich can raise concerns about our services and how we will respond. It applies to all customers using our man and van and removal services, including home moves, office moves and item transportation.

1. Our commitment to resolving complaints

We aim to provide a reliable, efficient and professional moving service on every job. However, we recognise that problems can occasionally occur. When they do, we are committed to:

Listening carefully to your concerns

Investigating what happened in a fair and objective way

Responding within reasonable timeframes

Putting things right where we are at fault

Using complaints to improve our services for the future

You will never be charged for making a complaint, and raising a complaint will not affect your rights as a consumer.

2. What this complaints procedure covers

This procedure covers complaints about our removal and man and van services, including but not limited to:

Standard of service, timekeeping and communication

Conduct, behaviour or attitude of staff or subcontractors

Damage to goods or property related to a move

Delays, cancellations or missed appointments

Billing, charges and quotes for moving services

Any other dissatisfaction with the way our services have been delivered

This procedure does not cover disputes relating to matters outside our control, such as traffic disruption, access restrictions or legal limitations affecting transport or parking. However, if you are unsure whether your concern is covered, you should still contact us and we will advise you.

3. How to make a complaint

You can raise a complaint in writing. When submitting your complaint, please provide as much information as possible so that we can investigate thoroughly. This should include:

Your full name and, if applicable, the name on the booking

The date of your move or service

The collection and delivery locations

A clear description of what went wrong

Any relevant reference numbers, such as booking or invoice numbers

Details of any damage, including photos where available

What resolution or outcome you are seeking

The more detail you provide, the easier it will be for us to respond accurately and fairly.

4. Time limits for making a complaint

We ask that you raise any complaint as soon as reasonably possible after your move or service, so that we can investigate while details are still clear. As a general guideline:

Service issues, timekeeping and conduct: ideally within 7 days of the service date

Damage to goods or property: as soon as discovered, and preferably within 7 days of the move

Billing or payment concerns: normally within 14 days of the invoice date

We may still consider complaints made outside these timeframes, but it can be more difficult to gather information and evidence. Prompt complaints help us reach a resolution more quickly.

5. How we will handle your complaint

We aim to deal with all complaints in a professional, courteous and efficient manner. Our general process is as follows:

Acknowledgement: We will acknowledge receipt of your complaint. At this stage we may request further details or clarification to help us investigate.

Investigation: A member of our team will review the information you have provided, together with any internal records such as booking details, job notes, staff reports and photographs. We may contact you for additional information or evidence.

Outcome: Once the investigation is complete, we will contact you with our findings and proposed outcome. This may include an explanation, an apology where appropriate, corrective action, service improvements, or where justified, an offer of financial redress in line with our terms and conditions.

Timescales: We aim to provide a full response within 14 working days of receiving all necessary information. If we need more time, we will explain why and provide an updated timescale.

6. Possible outcomes and remedies

Depending on the nature and circumstances of your complaint, outcomes may include:

A clear explanation of what happened and why

An apology where we have fallen short of our standards

Corrective actions to prevent a recurrence

Staff training or review of our procedures

Repair, replacement or contribution towards repair or replacement, subject to our terms and conditions

Partial or full refund where appropriate and justified

Any financial remedy will take into account our contractual terms, any applicable insurance, the condition and value of the items involved, and any evidence you provide.

7. If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may request that it is reviewed. To do this, please reply to our response explaining clearly:

Which parts of our findings you disagree with

Any evidence or information you believe was not considered

What outcome you are seeking

We will then arrange a further review. Following this, our decision will normally be final within our internal complaints process. This does not affect any statutory rights you may have under consumer law.

8. Your responsibilities as a customer

To help us handle complaints fairly and efficiently, we ask that you:

Provide accurate and complete information about your booking and the issue

Retain any relevant documents, photographs or reports

Communicate in a respectful and constructive manner

Allow us reasonable time to investigate and respond

Cooperate with any reasonable requests for further details

We reserve the right to end communication where it becomes abusive, threatening or unreasonable, while still considering the substance of the complaint where possible.

9. Continuous improvement

Feedback from customers, including complaints, is an important part of how we improve our removal and man and van services. We regularly review complaints received to identify patterns and areas where our systems, training or communication can be strengthened. Our aim is to provide a trusted, efficient and careful moving service on every job, and a clear and fair process for putting things right when issues arise.



  • Get the most
    Get the most
    flexible and
    most affordable deals!
    BOOK NOW

Top Rates and Top Quality Man and Van Greenwich Services

We don’t want to bore you with reams of unnecessary terms and conditions, so simply put, we’re a professional, experienced moving company that operates in the local SW1 area and we offer our customers some of the best man and van services at the best rates in the industry! Ask around and you’re bound to hear our name. Some of our previous customers have actually said that our price quotes don’t reflect the service that’s provided, because our prices are low and the quality is first class from start to finish! Book with our man and van Greenwich today and see for yourself!

Save

Save

Save

Save

Save

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

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

Street address: 81 Blackheath Rd
Postal code: SE10 8PD
City: London
Country: United Kingdom

Latitude: 51.4731800 Longitude: -0.0165860
E-mail:
[email protected]

Web:
Description: A single phone call will help you make sure that the most reliable man with a van removal crew in Greenwich, SE10 will manage your moving.
Back To Top