Man and Van Lambeth Complaints Procedure
Man and Van Lambeth is committed to providing a reliable and professional removal and transport service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, 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 give all customers a clear, fair and accessible way to tell us when they are dissatisfied with any aspect of our service. This includes man and van moves, house or flat removals, office relocations, item collection and delivery, and any related services we provide before, during or after your move.
We use all complaints as an opportunity to review our performance, identify any training or process improvements, and ensure that similar issues are less likely to occur in the future.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our service, the conduct of our staff or contractors, or the way we have handled a previous query. Examples include, but are not limited to:
Delays, missed appointments or poor communication about timing.
Damage to property, goods, buildings or communal areas during a move.
Disagreement about charges, quotes or additional costs.
Concerns about the attitude, behaviour or professionalism of our team.
Issues with how an earlier concern or enquiry was handled.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us record the details accurately. When submitting your complaint, please include the following information to help us investigate:
Your full name and the address where the service took place.
The date of your move or the date of the issue.
A clear description of what went wrong and when it happened.
The names of any team members involved, if known.
Any supporting details, such as photographs, inventories, or job references.
What outcome you are seeking, for example an explanation, apology, rectification work or compensation.
If you prefer to make your complaint verbally, we will make a written record of the details you provide and may ask you to confirm that the information is accurate.
Time Limits for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible after the issue occurs. For damage to items or property, we recommend that you notify us within a short time of the move so that we can assess the situation while details are still recent. Delays in reporting may affect what we can reasonably do to investigate and resolve the matter.
How We Handle Your Complaint
We follow a clear process to ensure all complaints are handled consistently and fairly.
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe. Where possible, we will confirm who will be handling your case and how you can contact them for updates.
Initial Review: We will review the details you have provided and may contact you if we need further information or clarification. This may include asking for photographs, copies of quotes or invoices, or other relevant records.
Investigation: We will speak with any staff or contractors involved in your booking, check schedules, job sheets, and any correspondence related to your move. If the complaint involves alleged damage, we may ask for evidence and, where appropriate, obtain our own assessment.
Outcome: Once the investigation is complete, we will set out our findings, explain our decision and, where appropriate, propose a resolution. We aim to provide a full response within a reasonable timescale, depending on the complexity of the matter and the availability of information.
Possible Outcomes and Resolutions
Our response to your complaint will depend on the nature of the issue and the conclusions of our investigation. Resolutions may include one or more of the following:
An explanation of what happened and why.
A sincere apology where we have fallen short of our standards.
Corrective action, such as rearranging part of the service or completing missed work where practical.
A goodwill gesture or compensation where this is appropriate and in line with our terms and conditions.
Information about any changes we will make to prevent similar issues in future.
Escalating Your Complaint
If you are dissatisfied with the outcome of your complaint or how it has been handled, you can ask for your complaint to be reviewed at a higher level within Man and Van Lambeth. When requesting an escalation, please explain why you are unhappy with the initial response and what you would like us to consider further.
We will conduct a fresh review where possible, taking into account all previous correspondence and any new information you provide. We will then communicate our final position to you and explain the reasons for our decision.
Your Responsibilities as a Customer
In order for us to handle your complaint fairly and efficiently, we ask that you:
Provide accurate, complete and timely information.
Keep copies of any relevant documents, such as quotes, invoices and booking confirmations.
Communicate with our team in a respectful manner.
Allow us a reasonable opportunity to investigate and, where appropriate, put things right.
Confidentiality and Data Protection
All complaints are treated seriously and handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will store and process your personal data in line with our data protection obligations and our internal policies.
Continuous Improvement
We regularly review complaints received to identify trends, recurring issues and areas where our removals and man and van services can be improved. This may include changes to staff training, service processes, communication methods and quality control checks. Your feedback, positive or negative, plays an important role in helping Man and Van Lambeth maintain and enhance our standards of service.
Changes to this Complaints Procedure
Man and Van Lambeth may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version available from us at the time you make your complaint will apply to the handling of that complaint.
Affordable Prices on Man and Van Lambeth Services in SW9
If you are trying to find a reliable and trustworthy man and van Lambeth company, then you should look no more. We offer the best-priced removal services in SW9.
| 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 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: SE19 2UH
City: London
Country: United Kingdom
Web: https://manandvanlambeth.org.uk/
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