Complaints Procedure

Complaints Procedure for Man and Van Coulsdon Customers

Man and Van Coulsdon is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. 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 aim is to resolve issues quickly, fairly and transparently so that you can use our moving and transport services with confidence.

Purpose and Scope of This Complaints Procedure

This procedure applies to all domestic and light commercial customers who use Man and Van Coulsdon for removals, man and van transport, furniture moves, or related services. It covers complaints about the standard of service, conduct of staff or drivers, damage or loss of goods, delays, communication issues, and billing or quotation concerns. It does not cover matters that are already the subject of legal proceedings or claims handled exclusively through insurers, though we will still assist with information where appropriate.

What We Consider a Complaint

A complaint is any expression of dissatisfaction with our service or the way we have handled a situation, where you are seeking a response or resolution. This includes both minor and serious issues. You do not need to use formal language or label your concern as a complaint for it to be treated as one; if you are unhappy and want us to put something right, we will treat it as a complaint.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We recommend putting your complaint in writing whenever possible, as it helps us understand the details more clearly and keep an accurate record. When you contact us, please provide the following information so we can investigate efficiently:

The date of your move or booking, your full name and the address where the service took place, a description of what went wrong, including any relevant times and who was involved, details of any damage, loss or inconvenience, and what outcome you are seeking, such as an explanation, apology, correction or compensation. If you have photographs, inventory lists, confirmation of quotations, or other supporting documents, please mention or provide them when you raise the complaint.

Timeframe for Raising Complaints

To give us the best chance of investigating fully, we ask that you raise any concerns as soon as you reasonably can. For service quality issues, behaviour concerns, arrival times and similar matters, we recommend making contact within seven days of the service. For damage or loss of items, you should notify us as soon as you become aware of the problem. Some remedies, particularly insurance-related claims, may be subject to specific time limits, so prompt contact will help protect your position.

Our Complaint Handling Stages

We aim to deal with complaints in a proportionate and straightforward way, usually in two main stages.

Stage one is initial review and response. Your complaint will first be reviewed by a member of our management team. We will acknowledge your complaint and, where necessary, ask for any further details we need in order to investigate. In simple cases, we may be able to resolve the matter immediately or within a short period. We will provide a response that addresses the main points you have raised, explains what has happened, and sets out any steps we will take.

Stage two is further investigation and outcome. If you are not satisfied with the initial response, you can ask for a further review. At this stage, a more senior person or someone not previously involved will look again at your complaint, the evidence available and any additional information you wish to provide. We will then send you a final response setting out our findings, any actions we propose to take and the reasons for our decision.

Timescales for Responses

We will acknowledge complaints as promptly as possible. Once we have all the information we need, we will aim to provide a full response within a reasonable period, taking into account the complexity of the issue. Where more time is needed, for example to obtain statements from staff or check vehicle logs and booking records, we will explain this and give you an updated timescale. We will keep you informed of progress if the investigation is likely to take longer than expected.

How We Investigate Complaints

Our investigations are designed to be fair, objective and evidence based. Depending on the nature of your complaint, we may review booking details, quotes and invoices, discuss the matter with the team members involved, inspect photographs or other evidence of any damage, verify timings and routes used for the move, and consider whether our policies and training have been followed. We will then decide whether the complaint is upheld in full, upheld in part or not upheld.

Possible Outcomes and Remedies

When a complaint is upheld, we will consider appropriate remedies. These may include an apology and explanation, practical steps to correct an error where possible, steps to improve our processes or staff training to reduce the chance of recurrence, and where appropriate, financial remedies in line with our terms and conditions and any applicable insurance policies. Remedies will be proportionate to the issue and the impact on you as the customer.

Your Responsibilities as a Customer

We ask that you treat our staff with respect and provide honest and accurate information when making a complaint. Aggressive, abusive or discriminatory behaviour will not be tolerated and may result in communication being restricted to written correspondence. We also request that you cooperate with any reasonable steps we need to take to investigate, such as providing photographs of damage, confirming item lists or responding to requests for clarification.

Learning From Complaints

Man and Van Coulsdon uses complaints as an opportunity to improve. We regularly review the concerns raised, look for patterns, and update our procedures, training and service standards where necessary. Feedback, whether positive or negative, helps us refine our removals and transport services so that future customers benefit from a consistently professional experience.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective. Any changes will be applied to new complaints from the date of revision. You are encouraged to read this document before making a complaint so you know what to expect from us throughout the process.



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If you'd like to match quality with affordability then we are the removal company for you. Every step of the way we can help you with your move, from the packing to the man and van. If you are moving property, be it a commercial outlet or a domestic property, we are here to help you on your exciting journey. All of our staff are dedicated to delivering the best service available and as a company we are always looking to improve – but as it stands, we believe we've got the best man and van Coulsdon service out there, for residents of CR5 and beyond!

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

Street address: 8A The Drive
Postal code: CR5 2BL
City: London
Country: United Kingdom

Latitude: 51.3270160 Longitude: -0.1322240
E-mail:
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