Man and Van Bayswater Complaints Procedure

Man and Van Bayswater aims to provide a reliable, efficient and courteous removal service on every move. However, we recognise that problems can occasionally arise. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to you

We are committed to handling every complaint fairly, promptly and professionally. We will listen carefully to what you tell us, investigate your concerns, and do our best to put things right where we have fallen short. We also use feedback from complaints to improve our moving and transport services.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communications or the way we have handled a previous enquiry. Examples include issues with collection or delivery times, conduct of crew members, handling of belongings, quality of packing, or the accuracy of information provided before or after your move.

How to make a complaint

You can raise a complaint in writing or by speaking to us. Although we are happy to discuss issues verbally, we encourage you to submit your complaint in writing wherever possible so that we have a clear record of the details.

When making a complaint, please provide:

The date of your move or booking, your full name, and the address where the service was provided. Please also include a clear description of what went wrong, when it happened, who was involved, and what outcome you are seeking. If relevant, include any reference numbers or supporting information relating to your removal job.

Time limits for raising complaints

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue arises. For concerns about damage, lost items or service quality during a move, please tell us as soon as you notice the problem. If you delay reporting a problem, evidence may no longer be available, which may limit the options for resolving your complaint.

Stage one: initial review and acknowledgement

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge your complaint within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint, provide a reference for future contact, and outline the next steps in the process.

At this stage, we may contact you to clarify any details or request further information. This helps us understand the circumstances of your move and the outcome you are seeking.

Stage two: investigation and response

Your complaint will be reviewed by a member of our management team who was not directly involved in the work you are complaining about wherever practical. We may:

Review your booking details, job notes and any written correspondence. Speak with the removal team or office staff involved. Assess relevant photographs, inventory lists or delivery records. Consider the terms and conditions agreed when you booked your move.

After the investigation, we will provide a written response setting out:

Our understanding of your complaint, a summary of what we have investigated, our findings and any conclusions reached, and any proposed actions or remedies. Where we identify that something has gone wrong, we will explain what we intend to do to put matters right where possible and how we will seek to prevent a similar issue occurring again.

Possible outcomes

Depending on the nature of the complaint and the findings of our investigation, the outcome may include:

An explanation or clarification of what happened, an apology where we have not met our usual standards, corrective action to address a service issue, a goodwill gesture where appropriate, or confirmation that we are unable to uphold the complaint with reasons.

Any remedy will take into account the terms and conditions of service that applied to your move and any relevant limitations or exclusions that were agreed at the time of booking.

If you remain dissatisfied

If you are not satisfied with our response, you may ask for a further review. In doing so, please explain which aspects of our investigation or conclusion you disagree with and why. We will arrange for a different senior member of the team, where available, to review the complaint, the investigation and the outcome already provided.

After this further review, we will write to you again with our final position. This will usually conclude our internal complaints procedure.

Complaints relating to damage or loss

If your complaint relates to damage to property or loss of items during a move, we may need additional information such as photographs, proof of value and details of the condition of items before the move. In some cases, we may need to inspect the damage or request that items are retained for inspection.

Any settlement or offer relating to damage or loss will be considered in line with the service terms that applied to your booking, which may include specific provisions or limitations for fragile or high value items. We may also refer to any pre-move notes, condition reports or inventories completed before the removal took place.

Confidentiality and data protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and responding to your complaint, managing any related claims, and improving our removal services. We will store and process your information in line with our obligations under data protection law.

Using complaints to improve our service

Feedback from complaints is reviewed regularly by our management team. We use the insights gained to identify training needs, refine our procedures for packing, loading, transport and delivery, and improve the way we communicate with customers before and after a move. This helps us maintain and strengthen our standards across the areas where we provide removal and man and van services.

Review of this procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or industry practice. The version published on our site will always be the one currently in use.