Man and Van Pimlico Complaints Procedure

Man and Van Pimlico is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern about our moving or man and van services, how we will handle your complaint, and what you can reasonably expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give customers a clear and fair route to raise issues about any aspect of our removal services, including booking, collection, transportation, delivery and customer care. It applies to all customers who have used, or attempted to use, our services. The procedure is designed to be simple, accessible and transparent, ensuring that complaints are handled promptly, consistently and with respect.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our services, the conduct of our staff or contractors, the condition of your belongings following a move, or the way in which we have communicated with you. This includes, but is not limited to:

Concerns about timekeeping, attendance, or reliability of our drivers or removal teams. Issues regarding the care, handling or security of your belongings during packing, loading, transport or unloading. Disagreement with the charges applied or the clarity of the quotation or invoice. Problems with communication before, during or after your move. Dissatisfaction with how a previous concern or enquiry was handled.

We encourage you to raise your complaint as soon as possible after the event so that we can investigate fully and resolve the matter efficiently.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred, as they help us understand and record the issue accurately. When submitting your complaint, please provide the following information where possible:

Your full name and any booking reference associated with your move. The date and time of the service and the collection and delivery addresses. A clear description of what went wrong, including relevant dates, times and any staff you dealt with. Details of any damage, loss or additional costs you believe have occurred. Copies of any supporting documents you wish us to consider, such as photographs, inventory lists, quotes or invoices. A brief explanation of what outcome you are seeking, for example an apology, explanation or financial settlement.

If you make a complaint verbally, we may ask you to confirm certain details in writing so there is a clear record of the matter being raised.

Our Complaints Handling Stages

We aim to deal with all complaints in a fair, consistent and timely way. Our complaints process generally follows three stages.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will register it in our internal system and carry out an initial review. We will normally acknowledge your complaint within five working days. The acknowledgement will confirm that we have received your complaint and will outline the next steps and indicative timescales for our response.

Stage Two: Investigation and Response

Your complaint will be passed to an appropriate member of our management team who was not directly involved in the original service wherever possible. The investigation may include:

Reviewing your booking details, job notes and any signed documentation. Speaking with the driver, porters or office staff involved in your move. Examining any photographs, inventories, condition reports or other evidence. Assessing compliance with our internal policies, procedures and service standards.

We aim to provide a full written response within 20 working days of acknowledging your complaint. If the matter is complex and we need more time, we will inform you of the delay, explain why further time is required and indicate when you can expect a final response.

Our response will summarise your complaint, set out our findings based on the evidence available, explain any decision we have reached and detail any remedial action we propose, such as an apology, corrective service, goodwill gesture or other resolution.

Stage Three: Escalation and Final Review

If you remain dissatisfied after receiving our Stage Two response, you may request an escalation. You should explain why you are unhappy with the outcome and what aspect of the decision you wish to challenge.

Your complaint will then be reviewed by a more senior member of our management team. They will reconsider the evidence, the initial investigation and any additional information you provide. Following this final review, we will write to you with our concluding decision and any further steps we are prepared to take. This will normally be our final internal position on the matter.

Complaints Involving Damage or Loss

If your complaint relates to alleged damage or loss of items during a move, it is important that you report this to us as soon as possible after delivery. This helps us to investigate while events are still recent and before items are moved or used further.

We may ask for detailed descriptions of the items affected, photographs showing the damage or missing pieces, and confirmation of the condition of the items before the move. Where appropriate, we may request independent assessments or repair quotations. Any settlement or contribution towards repair or replacement will take into account the age, condition and value of the items, as well as the extent of our responsibility under our terms and conditions.

Our Commitment to Fairness and Confidentiality

All complaints will be treated seriously and handled with courtesy, respect and impartiality. We will not discriminate against you for raising a complaint and it will not negatively affect any future service you may receive from us.

Information provided in connection with your complaint will be handled in line with our privacy practices and used only for the purpose of investigating and resolving the issue, meeting legal obligations and improving our services. We will share information internally only with those who need it to respond effectively to your complaint.

Using Feedback to Improve Our Service

Complaints are an important source of feedback for Man and Van Pimlico. We monitor the nature, frequency and outcomes of complaints to identify trends and areas for improvement in our moving and transport operations. Where appropriate, we will update our training, procedures and quality controls to reduce the likelihood of similar issues arising in the future.

By following this complaints procedure, we aim to resolve problems quickly and fairly while continually improving the reliability and quality of our man and van and removal services.



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Contact us

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

Street address: 27 Eccleston Square
Postal code: SW1V 1NZ
City: London
Country: United Kingdom

Latitude: 51.4915620 Longitude: -0.1457400
E-mail:
[email protected]

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Description: For a great man and van removal solution, contact us today. We have the best options and deals in Pimlico SW1. You would receive a free quote.
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