Complaints Procedure

Man and Van Maida Hill Complaints Procedure

Man and Van Maida Hill is committed to providing reliable, professional and friendly moving services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern about our removals or man and van services and how we will deal with your complaint.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. It applies to all services provided by Man and Van Maida Hill, including home and office moves, collection and delivery, packing assistance, and related removal activities.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, but is not limited to:

Delays in collection or delivery of your items

Damage to property, belongings, or premises allegedly caused by our team

Concerns about conduct, attitude or professionalism of our staff

Disagreements regarding charges, quotes or invoicing

Issues with the quality, reliability or safety of our moving services

Failure to follow agreed instructions or booking details

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always aim to resolve issues raised informally, we recommend submitting your complaint in writing so that there is a clear record of the matter.

Verbal Complaints

If a problem arises during your move, please speak to a member of the moving team on the day, if it is safe and reasonable to do so. They may be able to resolve the issue immediately. If the matter cannot be sorted out on the spot, you can ask for your concern to be escalated to management.

Written Complaints

For written complaints, please provide the following information to help us investigate:

Your full name and the address where the service took place

The date and approximate time of the service

A clear description of what went wrong and how it has affected you

Names of any staff members involved, if known

Any supporting information, such as photographs of damage or copies of documents

Details of what outcome you would consider fair and reasonable

Time Limits for Making a Complaint

We ask that you raise any concerns as soon as possible so we can investigate effectively.

For service issues such as delays, conduct, or quality of work, please contact us within 7 days of the service date.

For damage to goods or property, please notify us as soon as you become aware of the issue and within 7 days of the move wherever possible. Claims made later than this may be more difficult to assess.

We may still consider complaints made outside these time frames, but our ability to investigate fully may be limited.

How We Handle Your Complaint

We aim to deal with all complaints promptly, fairly and consistently. Our process is as follows:

1. Acknowledgement

Once we receive your written complaint, we will record it in our internal system. We will then issue an acknowledgement to confirm that we have received your complaint and are looking into it.

2. Investigation

Your complaint will be reviewed by a manager or a member of staff with appropriate responsibility. The investigation may include:

Checking booking details, job sheets and any relevant documentation

Speaking to the team members involved in your move

Reviewing photographs, messages or other evidence you provide

Assessing any applicable terms and conditions and service standards

3. Response

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

The outcome of our investigation

Any findings regarding what went wrong and why

Any steps we will take to put things right, where appropriate

Any changes we will make to reduce the chance of similar issues occurring again

We aim to provide a full response as soon as reasonably possible. The time needed may vary depending on the complexity of the complaint and the availability of information.

Possible Outcomes and Remedies

Where a complaint is upheld, the remedy offered will depend on the nature of the issue and any relevant terms and conditions. Possible outcomes may include:

An explanation and, where appropriate, an apology

Corrective action, such as revisiting the property to complete agreed work

A goodwill gesture where justified

Consideration of reimbursement or contribution towards costs, in line with our contractual obligations and any applicable policies

If You Remain Dissatisfied

If you are not satisfied with our final response, you may ask for a review by a senior member of the team, who will consider whether the complaint has been handled fairly and whether the outcome is reasonable in the circumstances. The reviewing person may uphold the original decision, change it, or propose an alternative resolution.

Our Commitment to Fairness

We handle all complaints in a professional and impartial manner. Making a complaint will not affect your right to use our services in the future. We treat all customers with respect and expect the same in return for our staff. We may refuse to engage with abusive, threatening or discriminatory behaviour, but this will not prevent us from investigating legitimate concerns raised.

Using Feedback to Improve

Complaints and feedback are a valuable way for us to review and improve our removal services. We regularly assess the nature and frequency of complaints received so that we can identify patterns, provide additional training where needed, and enhance our systems and procedures. Our goal is to deliver a smooth, efficient and trustworthy moving experience for every customer we serve.



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Contact us

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

Street address: 279B Kilburn Ln
Postal code: W9 3EG
City: London
Country: United Kingdom

Latitude: 51.5330180 Longitude: -0.2063780
E-mail:
[email protected]

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Description: All of our quality man and van services in Maida Hill, W9 at budget-friendly prices are at your disposal always when you need. Contact us right away!
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