Complaints Procedure
Marylebone Man and Van Complaints Procedure
Marylebone Man and Van is committed to providing reliable, professional removal and man and van services. We aim to complete every move safely, efficiently and with care. However, we recognise that occasionally 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.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction related to our removal and man and van services. This includes issues such as service quality, conduct of staff, handling of possessions, punctuality, or clarity of information provided before, during, or after your move.
We use all complaints as an opportunity to review and improve our services, training and communication. Your feedback, positive or negative, helps us maintain high standards for local and longer-distance moves.
What Is Considered a Complaint
A complaint is any expression of dissatisfaction about the services you have received from Marylebone Man and Van, whether you feel that:
You have experienced poor service during your move. Your belongings were not handled with appropriate care. Our team members behaved in an unprofessional manner. The service provided did not match what was agreed in your quotation or booking confirmation. We failed to communicate clearly about timings, costs, or service details. We did not meet expectations that we reasonably should have met as a professional removals provider.
Raising a complaint will not affect your right to seek legal advice or to pursue other remedies where applicable.
How to Raise a Complaint
We encourage you to raise any concern as soon as possible so that we can review the situation while details are still fresh. Complaints should be submitted in writing wherever possible so that we have a clear record of the issues you wish to raise.
When you contact us, please provide:
Your full name and preferred contact details. Your booking reference or moving date. The address of the property where the service was carried out. A clear description of what went wrong and when it occurred. Details of any damage, including photographs if available. Any steps you have already taken to discuss the issue with our team on the day.
Providing complete information helps us investigate efficiently and respond more quickly.
Time Limits for Submitting a Complaint
We ask that you submit your complaint as soon as reasonably possible and normally within 14 days of the service taking place. For concerns relating to loss or damage to property, notifying us within this period helps us review crew reports, vehicle logs and any relevant evidence from the moving day.
Where there are good reasons for a delay, we may still review complaints raised after this period, but our ability to investigate fully may be reduced.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. We aim to acknowledge all complaints within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and advise you if we require any additional information or evidence.
Stage 2: Investigation
Your complaint will be assigned to an appropriate member of our management team who was not directly responsible for the service you are complaining about. This helps to ensure that the matter is reviewed fairly.
The investigation may include:
Reviewing your booking details and correspondence. Speaking with the crew members involved in your move. Examining any photographs, inventory notes or job sheets. Assessing whether our service matched what was agreed and what can reasonably be expected from a professional removals company.
Where necessary, we may contact you during this stage to clarify points or request further information.
Stage 3: Response and Proposed Resolution
Once the investigation is complete, we will provide you with a written response setting out:
Our understanding of your complaint. The findings of our investigation. Whether your complaint is upheld in full, in part, or not upheld. Any steps we propose to take to resolve the matter.
Possible outcomes may include an apology, an explanation, corrective action for future services, or where appropriate and in line with our terms and conditions, a financial or service-related remedy.
If You Are Not Satisfied with Our Response
If you are unhappy with the outcome of our initial response, you may ask for a further review. In doing so, please explain which parts of our reply you disagree with and why, and include any additional information you believe should be considered.
A more senior member of the team will then review both the original complaint and the investigation that has been carried out. After this review, we will issue a final response setting out our position.
Expectations from Both Sides
We aim to treat all customers with respect and to handle complaints carefully and professionally. In return, we ask that customers communicate their concerns calmly and provide accurate information. Abusive or threatening behaviour towards our staff will not be tolerated and may bring the complaints process to an end.
Using Feedback to Improve Our Service
Every complaint, whether upheld or not, is reviewed to identify any lessons for our business. We may use complaints data to improve staff training, update internal procedures, adjust how we plan moves, or refine our communication about our removal and man and van services.
Our goal is to make every local or longer-distance move as smooth as possible, and a clear complaints procedure is one of the ways we work towards that goal.
Updates to This Procedure
Marylebone Man and Van may review and update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals industry. The version published on our website will always be the most current.
If you have any questions about this Complaints Procedure, or if anything is unclear, you are welcome to contact us for clarification before or after using our services.
