Complaints Procedure

Complaints Procedure for Man and Van Clapham Park

This Complaints Procedure explains how you can raise concerns about the removal and man and van services provided by Man and Van Clapham Park, and how we will respond. Our goal is to resolve issues fairly, promptly, and transparently, while using your feedback to improve our home and office moving services.

Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and accessible way for customers to tell us when something has gone wrong. It covers any aspect of our work, including bookings, quotes, packing, loading and unloading, transportation, timings, staff conduct, and handling of belongings for both domestic and commercial moves.

This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. It does not affect your statutory rights.

What we consider a complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you expect a response or resolution. Examples include:

Delays or missed arrival times for your move day.

Damage to property or belongings during loading, unloading, or transit.

Disagreement over quoted or invoiced charges for removal services.

Concerns about behaviour, attitude, or professionalism of our team members.

Issues with how your booking, rescheduling, or cancellation was handled.

How to make a complaint

You can make a complaint using any written method convenient to you, such as a contact form on our website or written correspondence. Please clearly state that you wish to make a complaint so we can record and handle it correctly.

To help us investigate efficiently, please provide the following information where possible:

Your full name and the name the booking was made under.

The date of your move or service, and the addresses involved.

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

Any supporting information, such as photographs of damage, item lists, or copies of quotes or invoices.

What outcome you are seeking, for example an explanation, apology, correction, or compensation.

Time limits for making a complaint

You should raise any concerns with us as soon as reasonably possible so we can investigate while details are still clear. For damage to belongings or property, we strongly recommend that you notify us in writing within 7 days of the service date. Complaints raised after a significant delay may be more difficult to investigate, and this can affect what we are able to do.

How we handle your complaint

We aim to deal with all complaints in a consistent, fair, and impartial manner. Our process is:

1. Acknowledgement: We will acknowledge your complaint and confirm that we are looking into it. Where possible, we will do this in writing.

2. Initial review: We will review the details, check your booking information, and speak with the team members involved in your move or removal service.

3. Investigation: If needed, we will request further details from you, such as photographs, item descriptions, or additional dates and times, so we can fully understand what has happened.

4. Outcome: Once our investigation is complete, we will explain our findings and what we can do to resolve the matter. This may include an apology, clarification, corrective action, or where appropriate and justified, a financial remedy.

Timeframes for response

We aim to provide an initial response to your complaint within 5 working days of receiving it. This first response may be an acknowledgement or a request for further information.

We aim to provide a full written response within 20 working days. If, for any reason, we need more time to complete our investigation, we will inform you, explain the reason for the delay, and give you an updated timescale.

Escalation of your complaint

If you are not satisfied with the outcome of your complaint or how it has been handled, you may ask for it to be reviewed again. In this final review stage, a senior member of our team who was not involved in the original investigation will reassess the complaint, the evidence, and the decision taken.

After this final review, we will provide you with a clear response on our position and any further steps we are prepared to take. This will normally conclude our internal complaints procedure.

Claims relating to loss or damage

For complaints about loss of or damage to items during a move, we will consider the details of the incident, the condition and value of the items, and any photos or evidence provided. You must tell us about any missing or damaged items as soon as possible and give us a reasonable opportunity to inspect them where appropriate.

Any offer of repair, replacement, or financial compensation will reflect our terms and conditions, the age and condition of the items, and applicable legal rights. We may ask for proof of purchase or ownership for higher-value items.

Our commitment to fairness and respect

We treat all complaints seriously and handle them with professionalism and respect. We expect our customers and staff to communicate in a courteous manner at all times. We will not tolerate abusive, threatening, or discriminatory behaviour towards our team.

Using feedback to improve our services

Complaints and feedback help us identify where our moving and man and van services can be improved. We regularly review complaints data to look for patterns, training needs, and service changes that can reduce the likelihood of similar issues occurring again. By raising your concerns, you are helping us to provide a more reliable, professional, and customer-focused removal service.

Your legal rights

This Complaints Procedure does not replace or limit any rights you may have under consumer law. You are always entitled to seek independent advice or take further action through external channels if you feel this is necessary. We encourage you, however, to allow us the opportunity to investigate and resolve your concerns through this procedure first.



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Hardworking teams and affordable man and van Clapham Park services in SW4

We strongly believe that if you use our removal company, from the packaging to a man and van, you'll be receiving a superbly efficient service. Our experienced and professional team can assist all types of moves. It could be a commercial move or it might be that you are part of a family relocating, whatever the scenario – if it's in the SW4 catchment we can deliver you an unrivalled service. If you want to discuss our offers, what we do and how man and van Clapham Park can help, then do get in touch and one of our helpful customer service advisors will be able to assist you on your exciting journey.

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

Street address: 144 Stonhouse St
Postal code: SW4 6BE
City: London
Country: United Kingdom

Latitude: 51.4645360 Longitude: -0.1370270
E-mail:
[email protected]

Web:
Description: Our removal services in Clapham Park SW4 are proven to be the best in the entire area! Contact us right now for a smooth moving process!
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