Complaints Procedure

Complaints Procedure for Man and Van Romford

Man and Van Romford is committed to providing a reliable and professional removals service for domestic and commercial customers. We aim to handle every move with care, from small man and van jobs to larger property moves. If something goes wrong, we want to know about it so we can put things right and improve our service. This complaints procedure explains how to raise a concern, how we will deal with it, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and deal with them in a fair, consistent and timely manner. We will always aim to:

Listen carefully to your concerns and understand what has happened from your point of view. Acknowledge your complaint and let you know what will happen next. Investigate the matter thoroughly, including speaking with team members involved in your removal or delivery. Respond with a clear explanation and, where appropriate, an offer of corrective action or resolution. Use feedback to review and improve our removals and man and van services.

What This Procedure Covers

This procedure covers complaints relating to our core services, including:

Man and van services for local moves. House removals, flat moves and office relocations. Packing, loading, transport and unloading of goods. Punctuality, conduct and professionalism of our staff and drivers. Care, handling and protection of your belongings during collection, transit and delivery. Billing, charges and information provided before, during and after your move.

If your concern relates to an issue that is handled differently, such as a matter required by law or by an insurer, we will explain this and direct you to the correct process.

How to Make a Complaint

You can raise a complaint in writing, verbally or by any usual contact method you have used with us before. When you contact us, please provide as much information as possible so that we can investigate effectively. Helpful details include:

Your full name and the address where the removal or man and van service took place. The date of your move or booking and any reference number you were given. A clear description of what went wrong or why you are unhappy. Any relevant times, locations, vehicle details or staff names if you have them. Photographs, inventories or other supporting information where damage or loss is involved. Your preferred outcome or what you would consider a reasonable resolution.

If you are making a complaint on behalf of someone else, please confirm that you have their permission to do so, unless you are a joint customer on the booking.

Timescales for Raising a Complaint

We recommend that complaints are raised as soon as possible after the event so that details are fresh and evidence can be gathered more easily. For issues relating to damage or loss of items, you should let us know as soon as you notice the problem, ideally within a short period after the move is completed. We may ask for photographs or other evidence to support your claim.

How We Will Respond

Once we receive your complaint, we will:

Acknowledge receipt within a reasonable timeframe and confirm that we are looking into the matter. Allocate your complaint to an appropriate person to investigate the details. Review all relevant records including booking information, job sheets, communications and staff reports. Contact you if we require further details or clarification to help our investigation. Provide you with a written or verbal response setting out our findings and any proposed resolution.

We aim to provide a full response within a reasonable time. If the matter is more complex and we need longer to investigate, we will let you know and keep you updated on progress.

Outcomes and Resolutions

Depending on the nature of your complaint and our findings, possible outcomes may include:

A clear explanation of what happened and why. An apology where we are at fault. Practical steps to correct an error, such as revisiting a property, assisting with a missed element of the service, or addressing a loading or unloading issue. Consideration of reimbursement or compensation in line with our terms and any applicable limitations. A review of our processes, training or staffing to reduce the risk of similar issues occurring in future.

Any resolution we offer will be based on the facts we have gathered, our terms of service and applicable law. We will always explain how we reached our decision.

If You Are Not Satisfied

If you are unhappy with our response, you may ask for your complaint to be reviewed. Please explain which parts of our decision or explanation you disagree with and any additional information you would like us to consider. We will arrange for a further review, ideally by a different person where possible, and provide you with a final response.

Confidentiality and Data Protection

We handle all complaints in confidence. Information you provide will be used only for managing and investigating your complaint, delivering our removals services and meeting legal or regulatory obligations. We will keep records of your complaint and our responses in line with our data protection and retention policies.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to learn. We regularly review complaints and feedback to identify patterns, training needs and areas of our man and van and removals services that can be improved. This helps us maintain professional standards and provide a better experience for customers planning moves in our service area.

Summary

Man and Van Romford aims to deliver a smooth, reliable and careful moving experience for every customer. If we fall short, this complaints procedure ensures that you can raise concerns easily, that we will respond promptly and that we will work with you to reach a fair and reasonable outcome. We value your trust and take every complaint as an opportunity to review, correct and improve the way we provide our removal services.



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Contact us

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

Street address: 173 Victoria Rd
Postal code: RM1 2NP
City: London
Country: United Kingdom

Latitude: 51.6061170 Longitude: 0.1634530
E-mail:
[email protected]

Web:
Description: Put your trust in our man and van services in Romford, RM1 and give us a ring! We guarantee 100% satisfaction!
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