Complaints Procedure

Man and Van Belmont Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Belmont can raise concerns about our moving and removal services, and how we will handle and resolve those concerns. Our aim is to deal with all complaints fairly, efficiently and in a timely manner, so that any issues are addressed and future services can be improved.

1. Purpose and Scope

This procedure applies to all customers who use our man and van and removal services, including home moves, office moves, student moves, furniture delivery and collection, and related transport or loading services. It covers complaints about the quality of service, conduct of staff, timeliness of work, handling of items, and any other aspect of our moving and transport operations.

This document is intended to provide a clear framework so that you know what to expect when you raise a complaint and how we will respond at each stage.

2. Our Commitment to You

Man and Van Belmont is committed to:

Listening carefully to all complaints and treating them seriously.

Responding promptly and communicating clearly at all stages.

Investigating complaints in a fair and objective way.

Offering appropriate explanations, apologies or remedies where we are at fault.

Using feedback to improve our removal services and internal processes.

We aim to resolve most issues informally and as quickly as possible, but where this is not possible, the formal process below will apply.

3. Making a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while details are still clear. The sooner you contact us, the easier it is for us to put things right.

You can make a complaint in writing. In your complaint, please include the following information:

Your full name and the address where the service was provided.

The date of your move or service.

A clear description of what went wrong and how it affected you.

The names of any staff involved, if known.

Any supporting details, such as inventory descriptions, photographs of damage or confirmation of agreed timings.

Providing full details helps us assess your concerns accurately and respond more effectively.

4. Informal Resolution

Where possible, we encourage you to raise the issue informally in the first instance. For example, if you notice a problem on the day of your move, you should speak to the team leader on site if it is safe and reasonable to do so.

Many concerns can be resolved immediately through discussion, clarification of the agreed service, or small adjustments to how the job is carried out. If the issue is resolved to your satisfaction at this stage, no further action will normally be taken under the formal complaints process.

5. Formal Complaints Process

If your concern cannot be resolved informally, or you are not satisfied with the outcome, you may submit a formal complaint in writing. On receipt of your complaint we will follow the steps below.

5.1 Acknowledgement

We will aim to acknowledge your complaint within three working days of receiving it. The acknowledgement will confirm that we have received your complaint and that an investigation has begun.

5.2 Investigation

A manager or other appropriate person will review the details of your complaint. This may include speaking to the staff involved, reviewing job sheets, vehicle logs, inventories, photographs and any communication that took place before, during or after the move.

The investigation is intended to establish what happened, whether we met our obligations and what action, if any, should be taken to address the issue.

5.3 Response and Outcome

We will provide a written response to your formal complaint. We aim to do this within 14 working days of acknowledging your complaint, although complex cases may take longer. If more time is needed, we will let you know and provide an updated timeframe.

Our response will normally include:

A summary of your complaint and the issues you raised.

An outline of the investigation that has been carried out.

Our findings and whether your complaint has been upheld in full, in part, or not upheld.

Any steps we will take to put things right, such as explanations, apologies, service corrections or other remedies where appropriate.

Any changes we plan to make to our processes or training as a result of your feedback.

6. Remedies and Resolution

Where we uphold a complaint, we will seek to offer a fair and reasonable remedy based on the circumstances. Possible outcomes may include:

A clear explanation of what went wrong and why.

A formal apology.

Corrective action, where this is practical and safe, such as returning to complete agreed work.

Consideration of goodwill gestures where appropriate.

Any remedy will be considered on a case by case basis and will reflect the nature of the issue, the impact on you, and any relevant terms and conditions that apply to our removal and transport services.

7. If You Remain Dissatisfied

If, after receiving our formal response, you feel that your complaint has not been handled fairly or that important information has been overlooked, you may ask for a review of the decision.

In your request for a review, you should explain why you are dissatisfied with the outcome and identify any specific points that you believe have not been properly considered. A different member of the management team will normally review the complaint, the investigation and the response that was issued.

Following this review, we will provide a final written response. This will set out any further findings and confirm whether the original decision is upheld or varied. This will normally conclude our internal complaints process.

8. Time Limits

We ask that complaints are made as soon as reasonably possible, and in any case within a reasonable time of the removal service being provided. Complaints raised long after the event can be harder to investigate due to loss of records, staff changes or lack of clear evidence.

We will always try to be fair and courteous, but we may be unable to fully investigate complaints that are made after a significant delay.

9. Customer Responsibilities

For the complaints procedure to work effectively, we ask that customers:

Provide accurate and complete information about the issue.

Remain respectful in all communications with our team.

Allow us reasonable time to investigate and respond.

We reserve the right to end communication where behaviour is abusive, threatening or unreasonable, while still considering any legitimate issues raised.

10. Continuous Improvement

Every complaint and comment about our man and van and removal services is an opportunity for us to learn. We regularly review complaints data to identify patterns, training needs and areas where our systems or communication can be improved.

By following this Complaints Procedure, we aim to maintain a high standard of service for all customers using Man and Van Belmont for local moves, longer distance removals and specialist transport work.



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Contact us

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

Street address: 71 White Lodge Cl
Postal code: SM2 5TP
City: London
Country: United Kingdom

Latitude: 51.3557520 Longitude: -0.1860610
E-mail:
[email protected]

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