Man and Van Eltham Complaints Procedure

This complaints procedure explains how customers of Man and Van Eltham can raise concerns about our man and van and removal services, how we will respond, and the standards you can expect from us. Our aim is to resolve any issues promptly, fairly and professionally so that you feel confident using our services for local and longer-distance moves.

Our Commitment to You

Man and Van Eltham is committed to delivering a reliable and careful removal service. We understand that moving home or office can be stressful and that problems can occasionally occur, even with the best planning. We treat all complaints seriously, use them to improve our service, and aim to put things right wherever we can.

We will always:

Listen to your complaint and treat you with respect and courtesy at all times.

Investigate what happened in a fair and balanced way.

Respond within clear timeframes and keep you informed.

Offer an explanation, an apology where appropriate, and any suitable resolution options.

What Counts as a Complaint

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

Concerns about the conduct, attitude or behaviour of our drivers, porters or office staff.

Issues relating to punctuality, delays or failure to attend a booking.

Disputes about charges, quotes, invoices or payment terms.

Concerns about how your items were handled, packed, loaded, transported or unloaded.

Damage or loss of property during your move or while in our care.

Problems with communication, such as not receiving agreed updates or information.

If you are unsure whether your issue counts as a complaint, please raise it with us and we will guide you through the process.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. We recommend putting your complaint in writing so that we have a clear record of your concerns, but we will also accept complaints verbally.

When making a complaint, please provide as much detail as possible, including:

Your full name and any reference for your booking such as date and time of the move.

The address where the services were provided and the origin and destination of your move.

A clear description of what went wrong, including dates, times and who was involved where possible.

Details of any damage, loss, delays or additional costs you believe you have incurred.

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

The more detail you provide, the easier it is for us to investigate and respond thoroughly.

Time Limits for Making a Complaint

To help us investigate properly, we ask that you raise any complaint as soon as you become aware of a problem. In particular, if your complaint concerns loss or damage to items, please let us know as soon as possible after the move is completed. Prompt notification is important so that we can review records, speak to the team involved and assess any damage while evidence is still available.

Our Complaints Handling Process

We follow a staged process to ensure every complaint is handled consistently and fairly.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement we will confirm that we have received your complaint and explain the next steps in the process. Where necessary, we may ask for additional information or clarification to help us understand the issue fully.

Investigation

Your complaint will be reviewed by a person with appropriate authority and not directly involved in the matter you are complaining about wherever practical. Our investigation may include talking to the driver or removal team, reviewing booking details, checking photographs, job sheets and any relevant notes, and considering any evidence you have supplied.

Response and Outcome

After the investigation is complete, we will provide you with a clear written response. This will explain:

What we have understood your complaint to be about.

The steps we took to investigate your concerns.

Our findings and whether we uphold your complaint in full, in part or not at all.

Any actions we propose to take, which might include an apology, a service improvement, or, where appropriate, a financial gesture or contribution to repair or replacement, subject to our terms and conditions and any applicable limitations.

We aim to issue a final response within a reasonable time. If there is likely to be any delay, we will let you know and explain the reason.

If You Are Not Satisfied With Our Response

If you remain unhappy after receiving our final response, you can ask us to review the complaint again. Please explain clearly which aspects of our decision you disagree with and provide any further information or evidence that you think is relevant. We will arrange for a more senior member of the team to look again at your complaint and our original decision.

After this review, we will write to you again with our final position on the matter.

Claims for Loss or Damage

Where your complaint involves loss of or damage to your belongings, we will consider it in line with our standard terms and conditions and any applicable limitations of liability. You may be asked to provide supporting evidence such as photographs, purchase receipts or repair estimates. In some cases, we may arrange an independent assessment of the damage.

Any settlement we offer will take into account the age, condition and value of the items affected, together with the circumstances of the move and the cover agreed when you booked our services.

Using Complaints to Improve Our Service

Every complaint we receive is logged and reviewed so that we can identify patterns and areas for improvement. We may use this information to provide additional training for our staff, improve communication with customers, adjust our procedures for packing and handling, or refine our booking and scheduling processes. Our aim is not only to resolve individual complaints but also to reduce the chance of similar issues occurring in future moves.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared internally with those who need it to investigate and respond to your concerns. Any personal data we collect in connection with a complaint will be processed in line with our obligations under data protection law. We keep complaint records for an appropriate period to help us manage our services and meet any legal or regulatory requirements.

Review of This Complaints Procedure

Man and Van Eltham keeps this complaints procedure under regular review to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, industry standards or legal requirements.



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Now you know exactly how we can help you, the ball is firmly in your court. The team are always on hand to help any customer and your phone call will always be answered. We know the SE9 area inside out and we truly care about the residents there. Moving house can be a really stressful time and we have put together our award winning service packages in an effort to make this time just a little bit easier. If you want to get the best possible price for man and van Eltham then all you need to do it pick up the phone! Give us a call today and get your free quote!

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

Street address: 66 Glenlea Rd
Postal code: SE9 1DZ
City: London
Country: United Kingdom

Latitude: 51.4562070 Longitude: 0.0618790
E-mail:
[email protected]

Web:
Description: Talk to our consultants and get more information about the competitive rates we offer for moving services all over the area of Eltham, SE9.
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