Man and Van Mayfair Complaints Procedure

Man and Van Mayfair is committed to providing a reliable and professional moving and removal service. We recognise that on occasion things may not go as planned. When this happens, we want to know, so that we can put matters right where possible and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and aim to deal with them in a fair, respectful and timely manner. Our goals when handling any complaint are to understand what went wrong, resolve the issue wherever we reasonably can, and learn from the experience to reduce the chance of similar problems in future moves.

We will always aim to:

Listen carefully to your concerns about our moving or man and van services, treat you with courtesy and professionalism, investigate thoroughly before reaching any conclusion, keep you informed about the progress of your complaint, and provide a clear outcome and explanation.

What This Procedure Covers

This Complaints Procedure applies to all services provided by Man and Van Mayfair, including packing, loading and unloading, transportation of goods, and related removal activities. It covers concerns about service quality, conduct of staff or subcontractors, punctuality, handling of belongings, and administration such as bookings and documentation.

This procedure does not cover general enquiries, requests for quotes or bookings, or routine service adjustments. Those should be made through our usual customer contact channels. If we feel your concern would be better handled as a request rather than a complaint, we will let you know and guide you to the appropriate process.

Raising a Complaint

We encourage you to raise any concerns as soon as possible, ideally within 7 days of your move or the event you are unhappy about. Prompt notification helps us investigate more effectively, as information and details are easier to verify.

When you contact us to make a complaint, please provide as much detail as you can, including your full name, the date of your move, the collection and delivery locations, a clear description of what went wrong, any steps already taken to resolve the matter on the day, and any supporting information such as photographs or inventory notes.

You can raise your complaint verbally or in writing. If you initially contact us verbally, we may ask you to confirm key details in writing so that we have a clear record of your concerns.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. During the initial review stage, we will:

Log your complaint in our internal system, confirm our understanding of the issue with you if needed, review any relevant booking details, job sheets and notes, and speak to the staff involved in your move where appropriate.

We aim to provide an initial response within 10 working days. In that response we will outline the steps we have taken to investigate so far, provide any clarification on what happened, and, where appropriate, offer a proposed resolution or next step.

Stage Two: Further Investigation

If you are not satisfied with the outcome of Stage One, you may request a further review. At this stage, your complaint will be re-examined, preferably by a senior member of staff who was not directly involved in the original service delivery, where possible.

During Stage Two we may request additional information from you, conduct further discussions with team members, and review any new evidence you provide. We aim to complete this stage within 15 working days of your request for further review. If, for any reason, we expect the process to take longer, we will inform you and explain why.

At the end of Stage Two, we will send you a written response setting out our findings, any decision reached, and any actions we propose to take, which may include service improvements, staff training, corrective measures on your booking, or other reasonable remedies.

Possible Outcomes and Remedies

Each complaint is considered on its own facts and circumstances. Depending on the nature of the issue, possible outcomes may include an explanation or clarification of events, an apology where our service has fallen below our standards, corrective action such as amending records or procedures, and appropriate practical remedies within the scope of our terms and conditions.

If your complaint involves potential loss or damage to goods, we will consider this in line with our service terms and any applicable limitations, and may request supporting evidence such as photographs or inventory notes.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our moving and removal services. We will store and process any personal data in accordance with applicable data protection requirements and our privacy practices.

Using This Procedure

By using this Complaints Procedure, you help us understand where our man and van and wider removal services can be improved. We appreciate you taking the time to share your concerns and will always aim to handle them with care, professionalism and transparency.