Man and Van Earls Court Complaints Procedure

Man and Van Earls Court aims to provide reliable, professional and friendly man and van and removals services. We recognise that, on occasion, our service may not meet your expectations. This Complaints Procedure explains how you can raise any concerns, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and fair route for customers to tell us when something has gone wrong. It helps us to:

Identify and put right problems quickly, wherever possible.

Learn from any mistakes and improve our moving and delivery services.

Maintain high standards of customer care throughout your experience with our removal team.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van, house move, office move, packing, loading, transport, or delivery services, whether justified or not. This may include, for example:

Concerns about how your booking or quotation was handled.

Dissatisfaction with the conduct, timekeeping or attitude of our staff.

Issues with the handling, loading, unloading or transport of your belongings.

Damage to property or items during a move.

Delays, missed collections, missed deliveries, or changes to agreed times without reasonable notice.

Concerns about charges or how your final invoice has been calculated.

If you are unsure whether your issue is a complaint, you are welcome to contact us and we will guide you through the process.

When to Make a Complaint

We encourage you to raise any concerns about your removal or man and van service as soon as possible. In many cases, issues that arise on the day of the move can be resolved quickly by speaking to our driver or move coordinator. If the problem cannot be resolved informally or you remain unhappy, you should use this formal Complaints Procedure.

How to Make a Complaint

You can make a complaint in writing or verbally. So that we can investigate effectively, please provide as much detail as you can, including:

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 affected you.

Names or descriptions of any staff involved, if known.

Any reference numbers, such as a booking or quote reference.

Any supporting information you feel is relevant.

If you make a verbal complaint, we may ask you to confirm it in writing so we have a clear record of your concerns.

How We Will Handle Your Complaint

We treat all complaints seriously and aim to resolve them promptly and fairly. Our standard process is as follows:

Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. Where you have contacted us in writing, we will confirm that we have received your complaint and explain the next steps.

Initial Assessment: We will review the details you have provided, check relevant records such as booking notes, schedules, and any photographs or reports from our team, and decide how best to investigate your concerns.

Investigation: A manager or senior member of staff who was not directly involved in the matter will usually carry out an impartial investigation. This may include speaking to the crew who carried out the work and any other relevant staff, reviewing timesheets, vehicle logs or photographs, and considering any evidence you have supplied.

Response: Once the investigation is complete, we will write to you with our findings. We will aim to respond within a reasonable timeframe, and if we need longer, we will let you know and explain why.

Outcome: Where we find that something has gone wrong, we will explain what happened and what we will do to put matters right as far as we reasonably can. This might include an apology, corrective action, practical solutions or, where appropriate, consideration of a financial remedy in line with our terms and conditions.

Timeframes

We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issue. Some complaints relating to property damage or insurance matters may take longer to investigate due to the need to gather additional information or obtain assessments. If there is any delay, we will keep you informed of progress.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will then carry out a further review and provide a final response setting out our position.

Fairness and Confidentiality

All complaints will be handled fairly, politely and without discrimination. The fact that you have made a complaint will not affect any current or future services you may receive from Man and Van Earls Court. We will treat your information with appropriate confidentiality and only share details of your complaint with staff who need to know in order to investigate and respond.

Complaints Related to Damage or Loss

If your complaint relates to damage to your belongings or loss of items during a man and van or removal service, you should notify us as soon as possible. To help us assess your claim, we may request photographs of the damage, a description of the items involved, and any supporting documents such as receipts or valuations. Our handling of such complaints will also be guided by the specific terms and conditions that applied to your booking, including any limits of liability and insurance arrangements.

Using This Procedure

This Complaints Procedure forms part of our commitment to high service standards for customers using our man and van and removal services. We keep this procedure under regular review to ensure that it remains clear, effective and in line with our wider policies. By telling us when something goes wrong, you help us to improve our services for all customers.



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If affordable rates and quality is what you’re after, book with us and we’ll show you what quality really means. We offer our customers some of the best price quotes for man and van solutions, because we certainly don’t want to clear out your pockets before you’ve even moved into your new place in SW10. It’s because of this unbeatable combination, low prices and top notch quality, that we’ve enjoyed a great amount of success in this competitive industry. If you want a free, no obligation quote for your removal job, contact Man and Van Earls Court today and have a chat with our advisors.

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

Street address: 73 Eardley Cres
Postal code: SW5 9JT
City: London
Country: United Kingdom

Latitude: 51.4898730 Longitude: -0.1954260
E-mail:
[email protected]

Web:
Description: Everybody in Earls Court, SW5 knows who is the best man and van services provider around the area. We are number one! Contact us today!
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