Complaints Procedure for Man and Van New Cross

Man and Van New Cross is committed to providing a reliable and professional removals service for customers moving home, relocating a flat, or arranging small office moves. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We take all complaints seriously and aim to resolve them fairly, promptly, and transparently. Our objectives when handling any complaint are to listen carefully, investigate thoroughly, keep you informed, and put things right where we have made a mistake. We also use complaints to improve our moving and transport services for future customers.

What This Procedure Covers

This procedure covers complaints about any aspect of our man and van and removal services, including local moves, loading and unloading, transport, handling of belongings, punctuality, staff conduct, and administration of your booking. It does not cover disputes with third parties or matters outside our control, such as delays caused by traffic conditions or access issues at properties that we were not informed about in advance.

When to Make a Complaint

You should make a complaint as soon as possible after the issue occurs, so that we can investigate while details are still fresh and any evidence is readily available. If you feel able to do so, please raise your concern with the team on the day of the move, as many issues can be resolved immediately on site. If the issue cannot be resolved at the time, you can follow the formal complaints procedure below.

How to Make a Complaint

You may submit a complaint in writing, providing as much detail as possible about your experience. Please include your full name, the service date, pickup and delivery locations, a clear description of the issue, details of any damage or loss, and what outcome you are seeking. The more information you provide, the easier it is for us to investigate your complaint thoroughly.

You may also contact us by phone to outline your concerns. In many cases, we may still ask you to confirm the details in writing, especially when a complaint relates to damage, loss of items, or a dispute about charges. This helps ensure that there is an accurate record of your concerns and our responses.

Information We May Request

To investigate your complaint properly, we may ask for additional information or supporting evidence. This can include photographs of any alleged damage, inventories, copies of quotations or invoices, and any notes taken on the day of the move. If other people were present, we may ask for their statements or contact details, with your consent, so that we can fully understand what happened.

Our Complaints Handling Stages

Stage 1: Acknowledgement. Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will confirm that we have received your complaint and explain the next steps in the process, including when you can expect a more detailed response.

Stage 2: Investigation. A member of our team will review your booking details, speak to the moving crew involved, and examine any relevant documents or evidence. For removal services that involve multiple locations or several journeys, this may take longer, but we will aim to keep you updated if additional time is required.

Stage 3: Response. After the investigation, we will send you a written response setting out our findings. This will explain whether we uphold your complaint in full, in part, or not at all. Where we identify mistakes or service failures, we will outline any corrective actions, which may include an apology, practical solutions, or other appropriate remedies.

Stage 4: Review. If you are not satisfied with our initial outcome, you may request a review. A more senior member of the team will re-examine your complaint, the evidence, and our original decision. They may contact you to clarify points or request further information before making a final decision on behalf of the company.

Timeframes for Resolution

We aim to provide a full response to complaints within a reasonable time, depending on the complexity of the matter. Straightforward issues may be resolved within a few working days, while more complex complaints, especially those involving alleged damage, loss, or insurance matters, may require longer. If we anticipate a delay, we will inform you and explain the reason.

Remedies and Outcomes

If we find that we have not met our usual standards or the terms agreed at the time of booking, we will consider appropriate remedies. These may include a full or partial refund of charges, assistance with repairs or replacements in line with our terms, corrective action to address any service failures, and improvements to staff training or procedures. Any remedies will be offered in line with our contractual obligations and applicable consumer protection laws.

Fairness and Confidentiality

All complaints are handled impartially. We will not treat you differently or restrict your access to our removal services in the future solely because you have made a complaint in good faith. Your complaint and all related information will be treated as confidential and will only be shared within the company on a need-to-know basis for the purposes of investigating and resolving the matter.

Using Complaints to Improve Our Service

We regularly review the complaints we receive to identify patterns, recurring issues, or aspects of our man and van and removal services that may need improvement. This can include updating our booking information, improving communication before moving day, reviewing how our teams handle items, and enhancing staff training. Your feedback, whether positive or negative, helps us maintain and improve our standards.

Ending the Complaints Process

Once our internal review has been completed and a final decision communicated to you, our complaints process will normally be considered closed. We will keep a record of the complaint, our investigation, and the outcome for our internal quality control and for any legal or regulatory requirements that may apply to removal businesses.

If you wish to use our services again in the future after a complaint, we will do our best to ensure your experience meets the standards that customers rightly expect from a professional man and van provider.



Man and Van New Cross at The Best Rates on the Market

You are always guaranteed to receive the best quality man and van New Cross when you choose us and they are offered at the best rates on the market. With us, you will not have to pay over the odds for professional removals help. You will get exclusive offers on all of our services and you will also find bargains when you stick with us. If you are interested, do get in touch and call today for further details!

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

Street address: 54 Pepys Rd
Postal code: SE14 5SB
City: London
Country: United Kingdom

Latitude: 51.4720340 Longitude: -0.0452120
E-mail:
[email protected]

Web:
Description: New Cross, SE14 is where our man with van relocation experts are the most sought after. Ask for your free estimate, wait no more.
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