Man and Van New Malden Complaints Procedure

Man and Van New Malden 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 that we can resolve any issues promptly and improve our service for the future.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our work, how we will respond, and the steps we will take to put things right where we are at fault. It applies to all customers who use our removal, man and van, packing, loading, transportation or related services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, communication before or after a move, or how we have handled a previous concern. Examples include problems with punctuality, handling of goods, behaviour of team members, level of care taken with property, adherence to agreed work scope, or clarity of charges.

We also treat concerns about damage, loss, delays, or service quality on moving day as complaints, even if you initially raise them informally with a member of our crew.

How to Make a Complaint

You can make a complaint in writing or verbally. While we will accept complaints made by phone or in person, we encourage you to set out your concerns in writing so that there is a clear record of the issues and the outcome you are seeking. Please include:

• Your full name and the address where the service took place
• The date of your move or booking
• A clear description of the problem and when it occurred
• Any relevant details about our crew, vehicle, or timings
• Details of any damage, loss, or extra costs incurred
• Any photographs or evidence you wish us to consider
• What you would consider a fair resolution

Time Limits for Raising a Complaint

We ask that you notify us of any issues as soon as possible so that we can investigate effectively:

• Service quality or conduct on the day: ideally within 7 calendar days of the move
• Damage to property or items: as soon as reasonably practicable after discovering the issue
• Billing or quotation concerns: within 14 calendar days of receiving the invoice or quote

We may still consider complaints raised outside these timescales, but our ability to investigate fully may be limited.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal log and assign it to a member of our management team. We will acknowledge your complaint and confirm that we are reviewing the details you have provided.

Stage 2: Investigation

We will carry out a fair and objective investigation. This may involve:

• Speaking with the team members who attended your job
• Reviewing booking details, job sheets and inventory notes
• Examining photographs or evidence you have provided
• Assessing our adherence to agreed services and pricing
• Considering any relevant terms and conditions of service

Where we need more information to understand the issue, we may contact you to clarify specific points or request additional evidence.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a written response setting out:

• A summary of the complaint as we understand it
• The steps we took to investigate
• Our findings and decision
• Any action we propose to take to resolve the matter

Possible outcomes may include an explanation, an apology, corrective work, a goodwill gesture, a partial refund, or other appropriate remedies, depending on the circumstances and our contractual responsibilities.

Timescales for Responding

We aim to resolve most complaints promptly. Standard timescales are:

• Acknowledgement of your complaint within a reasonable period
• A full written response once we have completed our investigation

If, for any reason, we are unable to provide a full response within our usual timescale, we will let you know, explain the reason for the delay, and give an indication of when you can expect a final response.

If You Remain Dissatisfied

If, after receiving our response, you feel that your complaint has not been handled fairly or that important information has not been considered, you may ask for a further review by a senior member of our management team. In your request, please explain why you are unhappy with the outcome and provide any additional details you wish us to consider.

We will then review the handling of your complaint, assess whether the original decision was reasonable, and notify you of our final position.

Your Responsibilities When Raising a Complaint

We expect all customers to treat our staff with courtesy and respect throughout the complaints process. In return, we will always communicate clearly, listen carefully, and aim to resolve matters professionally. To help us investigate efficiently, please:

• Provide accurate and complete information
• Keep any relevant receipts, photographs, or documents
• Clearly explain the outcome you are seeking
• Respond to our queries in a timely manner

Using This Procedure

This procedure is designed to give customers of Man and Van New Malden a clear and fair route to raise concerns about our moving and transport services. By following these steps, we can work together to address problems, learn from feedback, and continue to improve the reliability and quality of our removals work in the areas we serve.



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Contact us

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

Street address: 51 Nelson Rd
Postal code: KT3 5EB
City: London
Country: United Kingdom

Latitude: 51.3946800 Longitude: -0.2652430
E-mail:
[email protected]

Web:
Description: The most qualified man and van moving professionals throughout New Malden, KT3 can be easily hired after a quick phone call.
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