Complaints Procedure for Man and Van Blackheath Customers

This Complaints Procedure explains how Man and Van Blackheath handles concerns and complaints about our man and van and removal services. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using feedback to improve the way we operate.

Our Commitment to Customers

We understand that moving home or relocating items can be stressful. If something goes wrong with our removal or delivery service, we want to hear about it and put it right wherever we reasonably can. We are committed to:

Listening carefully to your concerns.

Investigating complaints thoroughly and objectively.

Responding within clear timescales.

Offering explanations, remedies or goodwill gestures where appropriate.

Using complaints to review and improve our services and staff training.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including:

Booking and administration of moves.

Collection, loading, transportation and delivery of goods.

Conduct, attitude and professionalism of staff and drivers.

Timekeeping, delays and communication during jobs.

Handling of belongings, including loss or damage claims.

Billing, charges and clarity of pricing.

What Is Not Covered

This procedure does not cover:

Complaints about services provided by third parties you may have booked separately.

Issues already dealt with through a court or formal dispute resolution process.

Matters that are more appropriately dealt with as insurance claims where you have your own cover.

How to Make a Complaint

We encourage you to raise any issue with us as soon as possible so we have the best chance of resolving it quickly. When making a complaint, please provide:

Your full name and preferred contact details.

The date of your move or service, and any reference or booking number you may have.

A clear description of what went wrong and when it happened.

Details of any items involved, including an outline of any loss or damage.

What you would like us to do to address the issue.

Stage One: Informal Resolution

In many cases, concerns can be resolved informally and quickly. If you are still on site with our team when a problem occurs, please speak to the driver or team leader in the first instance. They will do their best to resolve the matter on the spot where it is safe and reasonable to do so.

If the issue cannot be resolved at the time of the move, or if you only become aware of a problem afterwards, you can contact our office to raise an informal complaint. We will usually aim to respond to informal complaints within three working days. If the matter is complex, we may ask for more information and explain that we need extra time.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if you feel the issue is serious, you may ask for it to be treated as a formal complaint. When we receive a formal complaint, we will:

Acknowledge receipt of your complaint and confirm that it is being handled under this procedure.

Provide an estimated timescale for our full response, usually within ten working days.

Assign a person who was not directly involved in the original job to review your case wherever possible.

As part of our investigation we may:

Review booking notes, job sheets and any photographs taken by the team.

Speak to the staff involved in your move.

Ask you for further details, including photographs of any alleged damage.

Check any relevant policies, terms and conditions and insurance arrangements.

Our Formal Response

When our investigation is complete, we will provide a written response setting out:

A summary of your complaint and the issues we have considered.

The steps we have taken to investigate the matter.

Our findings and whether we uphold, partially uphold or do not uphold your complaint.

Any proposed remedy, which may include an apology, an explanation, a corrective action for future work, or a financial settlement where appropriate and in line with our terms and applicable law.

Time Limits for Raising Complaints

To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event. If your complaint involves alleged loss or damage to items transported by us, you should notify us as soon as you become aware of the issue. Delays in reporting may make it more difficult to establish what occurred or to consider any claim.

Escalation if You Remain Dissatisfied

If you remain unhappy after receiving our formal response, you may request a further review. In your request, please explain which aspects of our decision you disagree with and why. A different member of our management team will then review:

The handling of your complaint.

The fairness and reasonableness of the outcome.

Whether our procedures and terms were correctly applied.

Following this review, we will provide a final response. At that point, if you still feel your concerns have not been resolved, you may wish to seek independent advice about further options that may be available to you.

Claims for Loss or Damage

Where your complaint relates to loss or damage to goods, we will ask for evidence such as photographs, purchase details or repair estimates. Any settlement will be considered in line with our terms of service and any limits of liability that have been agreed with you before the move. In some cases we may offer to repair or replace items, or make a contribution to repair costs, where a clear link between our service and the damage can be established.

Using Complaints to Improve Our Service

We treat every complaint as an opportunity to review how we deliver man and van and removal services. Where appropriate, we may:

Provide additional staff training.

Adjust our booking processes or job planning.

Improve our communication with customers before and during moves.

Review packing, lifting and loading practices to protect belongings more effectively.

Your Responsibilities as a Customer

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

Provide accurate and complete information about what has happened.

Respond to our questions and requests for evidence promptly.

Treat our staff with courtesy and respect during the process.

Allow reasonable time for us to investigate and respond.

Policy Review

Man and Van Blackheath keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective for customers using our moving and transport services.



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Affordable and Leading Man and Van Blackheath

Our man and van service is award-winning for a reason; we treat each individual case with the utmost attention and dedication, ensuring all of our clients are entirely satisfied with our service. From the initial stage right through to the unpacking at your new home, our service is second-to-none, giving you peace of mind that you can always rely on our team to carry out their job to the best standard. We also offer a money back guarantee if you aren’t happy with our man and van Blackheath services, showing just how assured we are in what we do.

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 Blackheath Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 5A St. Johns Park
Postal code: SE3 7TD
City: London
Country: United Kingdom

Latitude: 51.4754890 Longitude: 0.0151420
E-mail:
[email protected]

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Description: Our man and van moving company in Blackheath, SE3 prides with 100% customer satisfaction. Contact us today! Get a special deal now!
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