Complaints Procedure

Man and Van Hendon Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Hendon can raise concerns about our services and how we will respond. It applies to all man and van and removal services we provide, including local moves, long-distance moves, and related transportation or loading services.

Our Commitment to Handling Complaints

Man and Van Hendon aims to provide a professional and reliable moving service for every customer. However, we recognise that problems can occasionally occur. When this happens, we are committed to:

Listening carefully to your concerns, treating every complaint seriously, investigating what went wrong, responding in a timely and transparent way, and using the outcome to improve our services and customer care.

We will always deal with complaints in a fair, courteous and non-discriminatory manner.

What This Procedure Covers

This procedure covers complaints relating to our man and van and removal services, including:

The conduct, behaviour or attitude of our staff or contractors, punctuality and timekeeping, handling, loading or unloading of goods, damage to property or belongings, loss or missing items, adherence to agreed quotations or scope of work, and communication before, during or after the move.

This procedure is intended for customers who have used or booked our services. General feedback or enquiries will be handled separately, but you may still use this process if you wish your issue to be treated as a complaint.

How to Raise a Complaint

You should raise your complaint as soon as reasonably possible after the issue occurs. This helps us investigate effectively and resolve your concerns quickly.

You may make a complaint verbally or in writing. When submitting a complaint, please provide:

Your full name, the date of your move or service, a clear description of what went wrong, any relevant details such as times, locations, or names of staff involved, and any supporting information you can reasonably provide, such as photographs of damage, copies of correspondence or your booking reference.

We encourage you to set out your concerns calmly and clearly so they can be understood and addressed without delay.

Initial Resolution and Informal Complaints

In many cases, issues can be resolved quickly and informally. If a problem arises during your move, please raise it with the team on site as soon as possible. They will try to put things right immediately where they are able to do so.

If your concern cannot be resolved at the time, or you remain dissatisfied with the initial response, you can ask for your concern to be treated as a formal complaint under this procedure.

Formal Complaints Process

Once we receive your formal complaint, we will follow these steps.

Acknowledgement: We will confirm that we have received your complaint and that it is being investigated. We aim to acknowledge all complaints within a reasonable period of time.

Investigation: We will review the details you have provided, gather relevant information from staff or contractors involved, and consider any supporting evidence such as job records or photographs.

Response: After the investigation is complete, we will provide you with a written or verbal response setting out the outcome. This will normally include a summary of the issues you raised, an explanation of our findings, and any actions we will take to resolve the matter where appropriate.

We aim to provide a full response within a reasonable timeframe. If we need longer because the issue is complex, we will let you know and explain the expected timescale.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

An explanation or clarification about what happened, an apology where we have not met our usual standards, corrective action or service adjustments, consideration of claims within the scope of any agreed terms and conditions, and steps taken to prevent similar issues from arising in future.

Any offers of remedy will be made in line with our terms of service and any relevant limitations or exclusions provided at the time of booking.

If You Are Unhappy with the Outcome

If you are not satisfied with our response, you may request that your complaint be reviewed again. In this case, where possible, a different member of our management team will reconsider the matter and provide a further response.

When requesting a review, please explain why you remain dissatisfied and what outcome you are seeking. We will then revisit the issues and respond within a reasonable timeframe.

Complaints Related to Damage or Loss

If your complaint concerns damage to property or loss of items during a removal or man and van service, we ask that you inform us as soon as possible so that we can inspect the issue and record the details.

We may request photographs, descriptions of the damage, details of the affected items, and any evidence of value or purchase if appropriate. All such complaints will be considered in line with the terms and conditions that applied to your booking and any relevant limitations of liability.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information about your complaint will only be shared with those who need to know in order to investigate and respond. Any personal data provided in connection with a complaint will be handled in accordance with our privacy practices and applicable data protection requirements.

Using Complaints to Improve Our Service

Man and Van Hendon views complaints as an opportunity to learn and improve. We review complaints regularly to identify patterns or recurring issues. Where appropriate, we may update our training, procedures, or service standards to reduce the likelihood of similar problems arising in the future.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or internal policies. The version available on our website will always be the most current. By using our removal and man and van services, you acknowledge that you have had the opportunity to review this procedure and understand how complaints will be handled.



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Now you know what great services our man and van teams can offer you there is no time to waste! The sooner you book with us the sooner you can relax, safe in the knowledge that your big move will be handled by experts. We will always do everything we can to keep the price down and if we can offer you a deal we will! We don’t have hidden charges and we don’t charge for unnecessary extras. We are a company that you can trust! To get your move off to a flying start call right now to receive your free quote on man and van Hendon services!

Transit Van 1 Man 2 Men
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Per half day /Up to 4 hrs/ from £240 from £336
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Contact us

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

Street address: 6 Shirehall Park
Postal code: NW4 2QL
City: London
Country: United Kingdom

Latitude: 51.5825340 Longitude: -0.2154260
E-mail:
[email protected]

Web:
Description: If you are looking for reliable man and van service in Hendon, NW4, we can provide you with everything you need. Get in touch with us now!
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