Man and Van Bexleyheath Complaints Procedure

This complaints procedure explains how Man and Van Bexleyheath manages and resolves complaints about our moving and removal services. We are committed to providing a professional, reliable and friendly service for every customer. When something does go wrong, we want to know about it so we can put it right and continually improve.

Our commitment to you

We take all complaints seriously and aim to resolve issues fairly, promptly and transparently. Every complaint will be treated with respect and handled in confidence. We will always try to resolve matters informally in the first instance, but where this is not possible, we follow the formal stages set out in this procedure.

This procedure covers all aspects of our work, including house moves, flat moves, office relocations, packing, loading, transport, unloading and any associated services provided by Man and Van Bexleyheath.

What is a complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, pricing, communication, or the way we have carried out your move, whether justified or not. You may complain if you feel that:

We have not delivered the service you expected, agreed or paid for. Our team has been late, unprofessional or unsafe. Your belongings have been damaged or lost. You have been overcharged or invoiced incorrectly. We have not communicated clearly or responded to you in a reasonable time.

Raising a complaint informally

Where possible, we encourage you to raise any concern as soon as it arises, ideally on the day of the move. Often, issues can be resolved immediately by speaking directly with the team on site or the coordinator responsible for your booking. Our staff will listen to your concerns, work with you to find a solution, and escalate the matter internally if required.

If the issue cannot be resolved on the day, or if you prefer not to discuss it with the team at the time, you can move to the formal complaints process below.

How to make a formal complaint

If you wish to make a formal complaint about Man and Van Bexleyheath, please set out your concerns clearly and provide as much detail as possible so we can investigate thoroughly. When submitting your complaint, please include:

Your full name and preferred method of contact. The date of your move and any booking reference if available. The addresses we moved you from and to. A clear description of what happened, including relevant times. Details of any damage, loss or safety concerns. Any evidence you have, such as photographs, invoices or messages.

Complaints should be made as soon as reasonably possible, ideally within 7 days of the service taking place. Complaints about damage or loss should be raised immediately when discovered, and no later than 7 days from the completion of the move, to allow a proper assessment.

Our response times

Once we receive your formal complaint, we will acknowledge it within 3 working days. This acknowledgement will confirm that we have received your complaint and that an investigation has begun.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex and we require more time, we will let you know before the 14 days expire, explain why more time is needed and give you an updated timeframe.

How we investigate complaints

When we investigate a complaint, we will gather information from all relevant sources, which may include:

Speaking to the staff members involved in your move. Reviewing booking records, job sheets and inventory notes. Looking at any photographs, videos or written evidence you provide. Checking our vehicle records, collection and delivery times and route information. Assessing any alleged damage or loss in line with our service terms.

We will consider your version of events carefully and compare it with the information we hold to reach a fair decision. We may contact you during the investigation if we need more details or clarification.

Outcomes and remedies

Once our investigation is complete, we will write to you with our findings and any proposed resolution. Possible outcomes may include:

A full or partial apology. An explanation of what went wrong and why. A goodwill gesture where appropriate. A repair, replacement or contribution towards costs if damage or loss has been accepted and falls within our responsibilities. Confirmation of measures we will take to improve our service and prevent similar issues in future.

Any remedies offered will be made in line with our service terms and any applicable industry standards or legal requirements.

If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a senior member of the Man and Van Bexleyheath management team. When asking for a review, please explain why you are dissatisfied and what outcome you are seeking.

We will acknowledge your request for a review within 3 working days and aim to provide a final response within 14 working days. The reviewing manager will look at the complaint afresh, including all original information, the initial decision and any new points you raise.

Learning from complaints

We use feedback and complaints to improve the quality and reliability of our removal and man and van services. Where a complaint highlights a weakness in our processes, training or communication, we will take proportionate steps to address it. This may include updating staff training, revising procedures, improving record keeping or enhancing our customer communication.

All complaints are recorded and monitored so we can identify patterns, address recurring issues and improve our service for future customers.

Confidentiality and data protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the complaint. We will store your complaint securely and process your personal data in line with applicable data protection requirements.

By following this complaints procedure, Man and Van Bexleyheath aims to provide a clear, fair and accessible way for customers to raise concerns and to be confident that their issues will be taken seriously and dealt with professionally.



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Contact us

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

Street address: 28 Standard Rd
Postal code: DA6 8DP
City: London
Country: United Kingdom

Latitude: 51.4565390 Longitude: 0.1347950
E-mail:
[email protected]

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