Complaints Procedure

Man and Van Edgware Complaints Procedure

Man and Van Edgware aims to provide reliable, efficient and friendly removal and man and van services for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters 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 at each stage.

Our Commitment to You

We take all complaints seriously and treat every expression of dissatisfaction as an opportunity to review and improve our work. We are committed to handling complaints fairly, promptly and in a way that is transparent and easy to understand. We will always aim to resolve issues at the earliest possible stage, ideally directly with the team that provided your removal or man and van service.

What This Procedure Covers

This procedure covers complaints about any service provided by Man and Van Edgware, including but not limited to house moves, flat moves, office moves, single-item collections, local deliveries, packing help and related removal services. It applies whether you booked a full removal service or a simple man and van job, and whether the concern relates to customer care, punctuality, handling of goods, pricing, communication or the conduct of our staff or contractors.

When to Make a Complaint

You should use this procedure if you believe we have:

Failed to deliver a service as agreed, handled your belongings carelessly or caused damage, been late or not attended without reasonable explanation, behaved in a way you consider unprofessional, or given information you believe to be unclear or misleading. If you are unsure whether your concern counts as a complaint, please still raise it. We will let you know how we can help and the most suitable way to resolve the issue.

How to Raise a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep an accurate record of the issues raised, so we encourage you to set out your concerns clearly, including key dates, addresses, booking details and any information that will help us understand what happened. If you prefer to speak to someone, you may contact a member of our team who will note down your concerns and pass them to the person responsible for handling complaints.

When raising a complaint, please provide the following where possible: your full name, the address where the service was carried out, the date of the job and any booking reference you were given, a description of the issue and what outcome you are seeking, such as an explanation, apology, rectification work or compensation. Clear information helps us investigate promptly and fairly.

Stage One: Informal Resolution

Wherever possible, we aim to resolve complaints informally and quickly. In many cases, concerns can be resolved within a short time by the coordinator or team member responsible for your booking. Once we receive your complaint, we will acknowledge it as soon as reasonably possible and aim to clarify any details if needed.

We will then review the job notes, speak to the staff involved and consider any evidence you have provided such as photos or item lists. Our goal at this stage is to offer a clear explanation, remedy any issues where we reasonably can, and agree a solution that you consider fair. If we are able to resolve the matter informally, we will confirm the outcome to you in writing or verbally, depending on how you contacted us.

Stage Two: Formal Review

If you are not satisfied with the outcome at Stage One, or if the issue is complex or involves alleged damage or loss, you may request a formal review. This is handled by a senior member of the Man and Van Edgware team who was not directly involved in the original service.

During the formal review, we will reassess your complaint, re-check our records, consider any additional information you wish to provide and, where appropriate, seek further statements from the staff concerned. We will then provide a written response setting out our findings, the reasons for our decision and any actions we propose to take. This may include a further apology, service improvements, corrective work or an offer of compensation where appropriate and in line with our terms and conditions.

Timescales for Responding

We aim to acknowledge all complaints within a reasonable period from receipt. Simple issues are often resolved within a short timeframe, while more complex complaints that require a detailed investigation may take longer. Where an investigation is likely to exceed our initial estimate, we will keep you informed of progress and provide an updated timescale for our response.

Supporting Your Complaint

To help us investigate effectively, we may ask you for relevant evidence such as photographs of any alleged damage, copies of removal inventories, delivery notes or written communication about your booking. Providing this information in a timely manner can speed up the process and help us reach a fair outcome.

Outcomes and Remedies

Depending on the nature of your complaint, possible outcomes may include an explanation of what went wrong and why, an apology where we have fallen short of our standards, corrective steps such as revisiting a property to complete work where feasible, changes to our procedures or staff training, or financial remedies where justified and subject to our terms and conditions and any applicable limits of liability.

Our Approach to Fairness and Respect

We aim to treat every complainant with respect and courtesy and expect the same for our staff. We will not decline to consider a complaint purely because it is critical of our service. However, we may decide to limit or end communication where behaviour is abusive, threatening or persistently unreasonable. In such cases, we will explain the reasons for our decision and, where appropriate, confirm any final position in writing.

Continuous Improvement

We regularly review complaints and feedback to identify patterns, recurring issues and areas where our removal and man and van services can be improved. Lessons learned from complaints may result in changes to our training, scheduling, communication with customers or handling of goods, all with the aim of providing a more reliable and professional service in future.

Final Position

Once our internal procedure has been completed and a final response has been issued, we may not be able to consider further correspondence on the same matter unless new, relevant information comes to light. This does not affect any separate legal rights you may have.

We appreciate you taking the time to tell us about any concerns. Your feedback, whether positive or negative, is an important part of how Man and Van Edgware maintains and improves the standard of our local removal and man and van services.



  • The best trained
    The best trained
    man and van teams!
    Low rates guaranteed!
    BOOK NOW

You won’t be able to find a top quality Man and Van Edgware service at our low prices anywhere else!

In this highly competitive industry, there’s a reason our competition trails behind us, because when you experience our range of services, every other man and van Edgware company will pail into insignificance. Sure there are many companies that will be able to offer the run-of-the-mill removal services, but our services stand out, mainly because we offer the best, lowest price quotes in the industry but still adhere to our company principle of providing our customers with a first class, comprehensive service. Call us today to get an instant 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 Edgware Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 7 Spring Villa Park
Postal code: HA8 7TA
City: London
Country: United Kingdom

Latitude: 51.6085600 Longitude: -0.2772800
E-mail:
[email protected]

Web:
Description: Are you in need of reliable man and van services in Edgware, NW7 at affordable price? Give us a ring and we will be glad to help you!
Back To Top