Man with Van St Pancras Complaints Procedure

This complaints procedure explains how you can raise a concern about the service you have received from Man with Van St Pancras, and how we will work with you to resolve it. We aim to provide reliable and professional man and van and removal services, but we recognise that occasionally things can go wrong. When that happens, we want to know, so we can put matters right where possible and improve our service for the future.

Our Commitment to You

We take all complaints seriously and treat every concern with respect and care. Our aims are to:

Listen carefully to what has gone wrong from your point of view.

Respond promptly, clearly and fairly.

Offer an appropriate solution where we are at fault.

Use your feedback to review and improve our removal and transport services.

We will always deal with your complaint without discrimination and keep any personal information you share with us confidential, in line with our privacy practices.

What Counts as a Complaint

You may wish to complain if you are unhappy with any aspect of our man and van or removal services. Common examples include:

Delays in collection or delivery of your items.

Damage or loss of belongings during loading, transport or unloading.

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

Disagreements about pricing, surcharges or the final invoice.

Issues with how we handled earlier enquiries or problems.

If you are unsure whether your concern counts as a complaint, you can still raise it with us. We will help you decide the best way forward.

Step 1: Raising Your Complaint Informally

In many cases, complaints can be resolved quickly by speaking directly to the team member you have been dealing with, or to the driver or removal team on the day of your move. We encourage you to raise any concerns as soon as you notice them, so we have an immediate opportunity to resolve the issue.

When you raise a concern informally, please give as much detail as you can, including the date of your booking, the addresses for collection and delivery, and a clear description of what has gone wrong. Wherever possible, our team will try to resolve the issue on the spot or shortly afterwards.

Step 2: Submitting a Formal Complaint

If your concern is not resolved informally, or you would prefer a more formal review, you can submit a formal complaint. Please do this as soon as reasonably possible after the service has taken place, ideally within 14 days. This helps us investigate effectively while events are still fresh in everyone’s mind.

When making a formal complaint, please include the following information:

Your full name and the address where the service was provided.

The date and approximate time of your booking.

A clear description of what happened and what you are unhappy about.

Details of any damage or loss, including photos where available.

Any steps already taken to resolve the issue with our team.

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

Providing complete and accurate information from the outset helps us investigate your complaint thoroughly and respond more quickly.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow a clear process to investigate and respond:

Acknowledge receipt of your complaint within a reasonable timeframe.

Review your booking details, notes from our team and any supporting information.

Speak with the staff involved, where appropriate.

Assess what went wrong and whether our service fell below our standards.

Decide what action we can reasonably take to put things right.

We aim to provide a full written response within 14 working days of receiving your formal complaint. If we need more time, for example because we are waiting for further information, we will let you know and explain the reason for the delay.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Corrective action, such as revisiting an address to collect or deliver items.

Repair, replacement or a financial contribution towards damage, where appropriate and in line with our terms and conditions.

Service improvements or additional staff training to reduce the risk of similar issues occurring again.

Our response will explain how we reached our decision and the reasons for any remedy offered.

Escalating Your Complaint

If you are not satisfied with our final response, you can ask for your complaint to be reviewed again at a higher level within our business. When requesting an escalation, please explain why you are unhappy with the outcome and what further resolution you are seeking.

We will then arrange for a senior member of our team, who was not directly involved in the original service where possible, to review your complaint, our investigation and our decision. We will provide a further written response after this review, which will normally be regarded as our final position on the matter.

Your Responsibilities When Making a Complaint

For us to deal with your complaint fairly and efficiently, we ask that you:

Provide honest, accurate and complete information.

Keep any relevant documents, receipts and photographs.

Communicate with our staff in a polite and respectful manner.

Allow us reasonable time to investigate and respond.

We will not tolerate abusive, threatening or aggressive behaviour towards our staff. In serious cases, this may result in us restricting communication or ceasing to provide services.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to improve the way we deliver man and van and removal services. We regularly review complaint outcomes to identify patterns, update our training, and refine our working practices, especially around packing, loading, handling fragile items and managing time windows.

By sharing your experience with us, you help us build a safer, more reliable and more professional service for all customers who rely on our removal and transport solutions.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or relevant good practice within the removals sector.

If you have any suggestions on how we can make this procedure easier to understand or use, you are welcome to share your feedback. We value your input and will consider it as part of our ongoing commitment to better customer care.