Complaints Procedure for Man and Van Epsom Customers

Man and Van Epsom is committed to providing a reliable, efficient and respectful removals service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a professional man and van and removals service for homes and businesses across our service area. If you are unhappy with any aspect of our work, from booking and communication through to moving day and aftercare, we will treat your complaint seriously and respectfully.

Our objectives when handling complaints are to:

Investigate fairly and promptly

Explain clearly what went wrong and why

Put things right where we are at fault

Use your feedback to improve our services and prevent similar issues in the future

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, or how we have handled a previous enquiry. Common examples include:

Concerns about service quality on moving day

Issues with timekeeping, communication or behaviour

Disputes regarding charges or quoted prices

Concerns about the handling, loading or unloading of items

Problems with follow-up arrangements or agreed actions

You do not have to use any specific wording when making a complaint. If you tell us you are unhappy and would like us to respond, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in any way that is convenient for you, including in writing or by speaking with a member of our team. To help us investigate quickly and accurately, please provide as much detail as you can, such as:

Your full name and, if applicable, your business name

The date and location of the move or service

A clear description of what went wrong and when it happened

Names or descriptions of any staff involved, if known

Any relevant booking references or job numbers

What outcome you are seeking, for example an explanation, apology, rectification work or review of charges

If your complaint relates to potential loss or damage to your belongings, please describe the items involved, their approximate value, and provide photographs if you have them. This will help us assess the situation and consider any insurance or compensation aspects in line with our terms and conditions.

Stage One: Frontline Resolution

Wherever possible, we encourage you to raise concerns as soon as you become aware of an issue, ideally on or shortly after the moving day. Many problems can be resolved quickly by the team member you are already dealing with, such as the driver, removal operatives or office staff.

At this first stage we will:

Listen carefully to your concerns

Clarify any details to ensure we understand the issue

Offer an immediate explanation or practical solution where we can

Agree any next steps and timescales with you

If you are satisfied with the outcome at this stage, the complaint will be considered resolved. We will still record the details internally so we can learn from your experience.

Stage Two: Formal Complaint Review

If you are not satisfied with the response at Stage One, or if the issue is more serious or complex, you can ask for a formal review. A manager or senior member of our team who was not directly involved in the original issue will handle this stage to ensure a fresh and impartial look at your complaint.

During the formal review we will:

Acknowledge your complaint and confirm we are investigating

Review all relevant information, including notes from our team, photographs, booking details and any correspondence

Where necessary, contact you to request further details or clarification

Assess whether our service met our own standards and any applicable industry good practice

Decide what, if any, remedial action or goodwill gesture is appropriate

Once the review is complete, we will provide you with a clear written response setting out:

What we have investigated

Our findings and conclusions

Any steps we have taken or will take to put things right

Any changes we will make to improve our services in future

Timeframes for Handling Complaints

We aim to acknowledge complaints promptly and to resolve them as quickly as possible. Where an immediate resolution is not feasible, we will aim to provide a full written response within a reasonable period, depending on the complexity of the matter and any external factors. If we need more time to complete our investigation, we will let you know and keep you updated.

Escalation and Further Options

If, after receiving our formal response, you still feel that your complaint has not been handled fairly, you may ask for a further review by a senior manager. At this stage we will consider whether there is any new information or whether our previous decision should be reconsidered.

In some cases, particularly where there is a dispute about loss, damage or charges, you may also have the option to seek independent advice or to pursue the matter through an alternative dispute resolution service or the courts. Any such routes are in addition to our internal procedure and subject to your legal rights.

Complaints, Insurance and Liability

Where your complaint involves damage to property or belongings, or other financial loss, we will consider it in line with our terms and conditions and any applicable insurance cover. This may include limits on liability, evidence requirements and reporting timeframes. We recommend that you report any such issues to us as soon as reasonably possible after the move so that we can investigate while details are still clear.

Using Feedback to Improve Our Service

Every complaint, suggestion or concern is an opportunity for us to review our working practices. We regularly analyse complaint data to identify patterns, such as recurring issues around booking processes, loading techniques, packing materials or communication. Where we identify areas for improvement, we may update staff training, revise our procedures or invest in additional equipment or resources.

Confidentiality and Data Protection

We treat all complaints in confidence and will only share details internally with those who need to know in order to investigate and resolve the issue. Any personal information you provide in connection with a complaint will be handled in line with our privacy practices and relevant data protection requirements.

Your Responsibilities as a Customer

To help us handle your complaint effectively, we ask that you:

Provide honest, accurate and complete information

Raise concerns as soon as you reasonably can

Communicate with our team courteously and constructively

Allow us reasonable time to investigate and respond

By working together in this way, we can resolve issues fairly and maintain a professional and trustworthy removals service for all customers in our operating area.



  • Our priority
    Our priority
    is to meet
    customer’s needs!
    BOOK NOW

Get The Man and Van Epsom Service to Suit Your Budget

At our company we have many different man and van options. You can choose one service or a combination of services to suit your needs and we’ll make sure that the process of booking is easy. We have worked hard over the years to perfect our techniques so that we can offer the best value services in KT17 and KT18. There is nothing that we wouldn’t do to make our customers happy. Let us help you! Give our man and van Epsom a call today to discuss your options and receive your free quote!

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

Street address: 31 Cheam Rd
Postal code: KT17 1QX
City: London
Country: United Kingdom

Latitude: 51.3468080 Longitude: -0.2432690
E-mail:
[email protected]

Web:
Description: In case you are looking for qualified and experienced man with van moving specialists, you have to just give us a call and hire us within Epsom, KT17.
Back To Top