Man and Van Chiswick Complaints Procedure

Man and Van Chiswick is committed to providing a professional and reliable removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services for future customers. This complaints procedure explains how you can raise a concern and how we will respond.

Our Commitment to You

We aim to handle all complaints fairly, politely and as quickly as reasonably possible. We will always:

Listen carefully to your concerns, treat you with respect and keep an open mind. Investigate what has happened and gather relevant information. Provide a clear explanation of our findings and any decisions made. Where appropriate, offer practical solutions or remedies. Use feedback to improve our removal and transport services.

What This Procedure Covers

This complaints procedure applies to all services provided by Man and Van Chiswick, including domestic removals, small office moves, man and van services, loading and unloading, packing assistance and short-distance transport of goods. It covers issues such as service quality, conduct of staff, damage to items during a move, timekeeping and communication before, during or after your booking.

Before Making a Formal Complaint

In many cases, concerns can be resolved quickly by speaking with a member of our team at the time of the issue. If you are unhappy during your move or shortly afterwards, please raise the matter with the driver or coordinator if possible. They may be able to correct the situation immediately, such as adjusting how items are loaded, clarifying pricing, or addressing delays.

If the matter cannot be resolved informally, or you remain dissatisfied, you can follow the formal complaints process set out below.

How to Make a Complaint

You can submit a complaint to Man and Van Chiswick in writing. When you contact us, please provide as much detail as possible so that we can investigate thoroughly. Include:

Your full name and the address where the service was provided. The date of your move and the time of your booking. A clear description of what went wrong and when it happened. Any relevant documentation, such as booking confirmations, inventories or photographs of damage. Details of any conversation already held with our staff about the issue. What outcome or resolution you are seeking, if you have a preference.

We encourage customers to make complaints as soon as reasonably possible after the event. The more promptly we are informed, the easier it is to review the move, speak to the crew involved and locate records related to the job.

Acknowledgement of Your Complaint

Once we have received your complaint, we will send you an acknowledgement. This confirmation will outline the next steps and the expected timescale for our response. We aim to acknowledge all written complaints within a reasonable period of receiving them.

How We Investigate Complaints

Every complaint is reviewed by a member of our management team who is not directly involved in the matter. Our investigation may include:

Checking booking details, job notes and any photographs on file. Speaking with the driver and crew members who carried out your move. Reviewing timesheets, route information and any relevant documentation. Assessing whether our terms and conditions and internal procedures were followed.

We may contact you during the investigation if we need more information or clarification. This helps us understand your experience fully and ensure that our findings are accurate.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written response. This will explain:

What we have understood your complaint to be about. The steps we took to investigate the matter. Our findings and whether your complaint is upheld in full, in part or not upheld. Any actions we will take as a result.

Depending on the nature of the complaint and our findings, possible outcomes may include an apology, corrective action during ongoing work, a goodwill gesture, a contribution towards repair or replacement where appropriate and in line with our terms, or changes to our internal procedures and staff training.

Timeframes

We aim to resolve most complaints within a reasonable period from acknowledgement. Complex matters, such as those involving detailed damage assessments or multiple parties, may take longer. If we anticipate a delay, we will let you know and provide an updated estimate of when you can expect a full response.

If You Are Still Unhappy

If you remain dissatisfied after receiving our response, you may ask for your complaint to be reviewed again by a senior member of our team, who will consider whether the investigation and decision were fair and reasonable based on the evidence available. They may confirm the original decision or propose an alternative resolution.

Claims for Loss or Damage

If your complaint relates to loss of or damage to your belongings during a move, we may require supporting evidence to assess your claim. This can include photographs of the damage, proof of purchase or value and any specialist reports where appropriate. Any settlement will be considered in line with our terms and conditions and any applicable limitations of liability indicated at the time of booking.

Using Feedback to Improve Our Service

We record complaints and the outcomes of investigations to help us monitor performance, identify patterns and improve our service. Lessons learned may lead to changes in our packing methods, loading procedures, staff training, vehicle allocation or communication with customers before and on moving day.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need it to investigate and resolve the matter. We store and process any personal data you provide in accordance with our data protection obligations. Information obtained through a complaint will not be used for any purpose unrelated to handling your concern, except where required by law.

Review of This Procedure

Man and Van Chiswick reviews this complaints procedure periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or legal requirements.



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So How Can Our Man and Van Chiswick Services at Low Prices Assist You?

The answer to the above question is simple; our services assist you by making the process less stressful. They are high quality, and some of the most affordable on the market today. We pride ourselves on providing man and van services in Chiswick that will fit any mover’s needs, from small households to large businesses we make sure to provide the same level of quality to each. So to make your home removal a simple one, put it in the hands of our expert man and van Chiswick.

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Luton Van 2 Men 4 Men
Per hour /Min 2 hrs/ 70 140
Per half day /Up to 4 hrs/ 280 560
Per day /Up to 8 hrs/ 560 1120

*All prices are subject to VAT at 20%.

Contact us

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

Street address: 110 Sutton Ct Rd
Postal code: W4 3EQ
City: London
Country: United Kingdom

Latitude: 51.4853730 Longitude: -0.2683620
E-mail:
[email protected]

Web:
Description: Contact us right away and our proficient and cost-effective Chiswick, W4 relocation services will be available for you at best value!
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