Complaints Procedure

Man and Van Blackfriars Complaints Procedure

Man and Van Blackfriars is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service for the future. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to raise a complaint about any aspect of our removals or man and van services. It applies to all customers who have used, or attempted to use, our services, including home moves, office moves, furniture transport, and related packing or loading activities. Our aim is to resolve issues in a timely, transparent, and proportionate way.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:

Concerns about the standard of our moving or transport services, including punctuality, handling of goods, or conduct of our staff. Disputes about charges, quotations, or how your final invoice has been calculated. Issues relating to damage, loss, or missing items associated with a move or delivery. Concerns about communication, booking arrangements, or how your enquiry has been handled. Any other matter where you feel we have not met the service levels you reasonably expected.

This procedure is not designed for routine service queries, such as requesting a quote, changing a booking date, or asking for general information. Those queries will be handled by our customer service team through the usual channels.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help us to understand the issue clearly and to keep an accurate record of the details. When making a complaint, please provide as much information as possible, including:

Your full name and, if applicable, the name of any business or organisation using our services. The date and location of the move or service, including the collection and delivery addresses where relevant. A clear description of what happened, including dates, times, and the names of any staff you dealt with, if known. Copies of any supporting documents you wish us to consider, such as quotes, booking confirmations, photographs, inventories, or delivery notes. A clear statement of the outcome you are seeking, such as an explanation, an apology, or a review of charges.

Providing complete information at the outset enables us to investigate your complaint efficiently and reduces the need for follow-up questions.

Our Complaints Handling Process

We aim to deal with all complaints promptly and fairly. Our process generally follows the stages below.

Stage 1: Acknowledgement

We will acknowledge your complaint in writing. In this acknowledgement we will confirm that we have received your complaint and explain the next steps. If any information is missing or unclear, we may ask you to provide further details so that we can properly investigate.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the matter you are complaining about, wherever possible. The investigation may include:

Reviewing booking records, job sheets, and any related documentation. Speaking to team members involved in the move or service. Considering photographs, written notes, or other evidence you have supplied. Assessing our terms and conditions and any relevant service commitments.

We may contact you during the investigation if we need clarification or additional information.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a written response. This will normally include:

A summary of the complaint and the issues we have considered. Details of the steps we took to investigate your concerns. Our findings and any conclusions we have reached. Any offer of remedy or redress, where appropriate, which may include an explanation, apology, corrective action, or other proportionate measures.

We will also explain what you can do if you remain dissatisfied with our response.

Timeframes for Handling Complaints

We aim to acknowledge all complaints as promptly as possible. We then work to complete our investigation and provide a full response within a reasonable timeframe. Where a complaint is complex or involves several issues, the investigation may take longer. If this happens, we will let you know and keep you updated on progress.

If you have time-sensitive concerns about your move or upcoming service date, please make this clear in your initial complaint so we can take this into account when prioritising our response.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint, you may ask for a further review. In your request, please explain which aspects of our response you disagree with and why. Where possible, a different member of the team will review your case, along with the original investigation and outcome.

Following this review, we will provide you with a final written response. This will set out our position clearly and will normally be the final stage of our internal complaints process.

Fairness, Confidentiality, and Data Protection

We handle all complaints in a fair and impartial manner. Raising a complaint will not affect the level of service you receive from us in any future bookings. We treat all information you provide as confidential and only share it internally with those who need it to investigate and resolve your complaint.

Any personal data you provide during the complaints process will be handled in line with applicable data protection requirements and our internal policies. We will retain complaint records for an appropriate period, after which they will be securely deleted or anonymised.

Using Complaints to Improve Our Services

Complaints and feedback are an important part of how we monitor the quality of our removals and man and van services. We review complaints regularly to identify patterns, recurring issues, or areas where we can improve, such as staff training, vehicle preparation, packing procedures, or communication processes. By raising your concerns, you help us to refine our services for you and for other customers in the future.

We encourage you to contact us whenever you feel we have fallen short of your expectations. Our team will do its best to understand your concerns, address them fairly, and learn from the experience so that we continue to deliver a dependable and professional moving service.



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Contact us

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

Street address: 160 Queen Victoria St
Postal code: EC4V 4BF
City: London
Country: United Kingdom

Latitude: 51.5124270 Longitude: -0.1022490
E-mail:
[email protected]

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