Man and a Van Chelsea Complaints Procedure
Man and a Van Chelsea is committed to providing reliable and professional removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and the timescales you can expect.
Purpose of This Complaints Procedure
This procedure is designed to give customers a clear and fair way to make a complaint about any aspect of our home or office removal services, including moving, packing, loading, unloading, or storage arrangements carried out by Man and a Van Chelsea. Our aim is to resolve issues promptly, courteously, and wherever possible to your satisfaction.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about the service you have received or expected to receive from Man and a Van Chelsea. This can include, but is not limited to:
Concerns about the conduct, punctuality, or attitude of our staff or drivers.
Issues relating to the handling, packing, loading, unloading, or transport of your belongings.
Disputes about charges, quotations, or invoices associated with a move.
Alleged damage, loss, or missing items connected to a removal or delivery.
Any other aspect of our service that you believe has fallen below the standard advertised or reasonably expected.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we will accept complaints made by telephone or in person, we encourage you to submit your complaint in writing wherever possible. This helps to ensure that we clearly understand the details of your concern and can investigate accurately.
When submitting a complaint, please provide the following information:
Your full name and the address where the service was provided.
The date of your move or the date the issue occurred.
A clear description of what went wrong and what outcome you are seeking.
Any supporting information that may help us investigate, such as job references or photographs of any alleged damage.
Time Limits for Making a Complaint
We ask that you raise your complaint as soon as reasonably possible after becoming aware of the issue. This allows us to investigate while details are fresh and any relevant evidence is still available. If your complaint relates to damage or loss, please notify us promptly so that we can review the circumstances and any applicable terms of our agreement.
How We Will Handle Your Complaint
Our complaint resolution process is structured in clear stages to ensure that your concerns are handled fairly and systematically.
Initial acknowledgment: We will record your complaint and arrange for an appropriate member of our team to review it. For written complaints, we will normally acknowledge receipt within a reasonable period of time from when we receive your correspondence.
Investigation: A member of our management team will investigate your complaint. This may involve speaking to the staff involved, reviewing job records and schedules, and considering any paperwork or photographs you have supplied.
Response: Once our investigation is complete, we will provide you with a written response setting out our findings, any proposed resolution, and the reasons for our decision. We aim to respond within a reasonable timeframe, taking into account the complexity of the matter and the availability of information.
Possible Outcomes and Remedies
Where we find that our service has fallen short of our standards or the terms of our agreement with you, we will seek to put things right. Depending on the circumstances, this may include:
Offering an apology and an explanation of what went wrong.
Taking corrective action in relation to a current or future service.
Reviewing internal processes, staff training, or scheduling to prevent recurrence.
Considering any appropriate financial or service-based remedy in line with our contractual obligations and any applicable terms and conditions.
If You Are Not Satisfied With Our Response
If you are unhappy with the outcome of your complaint or feel that it has not been fully addressed, you may request that your complaint be reviewed at a higher level within our organisation. When doing so, please clearly explain why you disagree with our initial decision and provide any further information you feel is relevant.
A more senior member of staff will then reassess the matter, taking into account the original complaint, the investigation already carried out, and any additional points you have raised. We will then provide a further written response, confirming our final position.
Our Commitment to Fairness and Improvement
Every complaint we receive is treated seriously and confidentially, and is used as an opportunity to review and improve our moving services. We will always act fairly and proportionately, taking into account the nature of your complaint, the evidence available, and the terms and conditions that apply to your booking.
We regularly review complaints and feedback to identify recurring issues and to guide improvements in training, vehicles, equipment, and customer communication, so that we can continue to offer a dependable man and van service in our operating area.
Accessibility of This Procedure
This complaints procedure is available to all customers of Man and a Van Chelsea, whether you are arranging a single local move or ongoing removal services. If you require the information in a different format or need assistance in making a complaint, please let us know and we will do our best to help you access our process in a way that suits your needs.
By setting out a clear complaints procedure, we aim to provide transparency, reassurance, and a straightforward route to resolving any concerns you may have about our services.


