Man and Van Dartford Complaints Procedure

This Complaints Procedure explains how Man and Van Dartford manages and resolves complaints about our man and van and removal services. Our aim is to provide a clear, fair and timely process so that any concerns are handled professionally and used to improve our services.

Our Commitment to Customers

Man and Van Dartford is committed to delivering reliable, professional and courteous moving services. If something goes wrong, we want to know about it and put it right where possible. We treat every complaint seriously, whether it relates to customer service, punctuality, handling of goods, charges, or any other part of our work.

We will always aim to:

Listen carefully to your concerns, act with courtesy and respect, keep you informed during the process, investigate matters thoroughly and impartially, and provide a clear explanation of the outcome.

What This Procedure Covers

This procedure applies to complaints from customers about:

The standard of our man and van or removal services, the conduct or professionalism of our staff or drivers, damage to property or belongings, delays or missed appointments, and billing, quotations or other charges.

This procedure does not cover routine service enquiries, requests for quotes or general feedback. Those should be raised through our normal contact channels and will be handled as standard customer service queries.

Raising a Complaint

We encourage you to raise any issue as soon as possible so that we can address it quickly and effectively. In many cases, problems can be resolved informally at an early stage.

Step 1: Speak to us informally where possible. If you feel comfortable, raise your concern directly with the driver or team on site at the time of the move. They may be able to resolve the matter immediately. If the issue cannot be resolved on site, contact our office and explain what has happened so we can look into it promptly.

Step 2: Submit a formal complaint if required. If you are not satisfied with the informal response, or if the matter is serious, you can submit a formal complaint in writing. Please include your full name, the date and approximate time of the service, the collection and delivery addresses, a clear description of what went wrong, details of any damage or financial loss, and the outcome you are seeking where relevant.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that you raise your complaint within a reasonable time frame. For service quality, punctuality or conduct issues, please contact us within 7 days of the service date. For alleged damage to goods or property, please contact us as soon as you become aware of the damage and provide photographs where possible. Prompt notification helps us establish what happened and assess any claim fairly.

How We Will Handle Your Complaint

Once we receive your formal complaint, we follow a structured process to ensure it is handled properly.

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. This acknowledgement will also explain the next steps and our expected time frame for a more detailed response.

Investigation: An appropriate member of our team will review your complaint. This may involve speaking to the driver or removal team involved, checking schedules and booking records, reviewing any photographs or evidence you provide, and, where relevant, asking you for further information to clarify the situation.

Interim updates: If the investigation is likely to take longer than initially indicated, we will aim to update you on the progress and let you know when you can expect a full response.

Response and Possible Outcomes

Once our investigation is complete, we will provide you with a written outcome. This will normally include a summary of your complaint, the key information we considered, our findings based on the evidence, and any actions we will take.

Depending on the circumstances, possible outcomes may include an explanation or clarification, a formal apology, corrective action to address any ongoing issues, review or adjustment of internal processes, and where appropriate and subject to our terms and conditions, a gesture of goodwill or financial settlement.

If You Are Not Satisfied with the Outcome

If you remain unhappy with our response, you may ask for the decision to be reviewed. To do this, please explain why you are dissatisfied with the outcome or the way the complaint was handled, and provide any additional information or evidence that you think is relevant.

We will arrange for a further review by a senior member of the team who was not involved in the initial investigation, where possible. Following this review, we will confirm our final position on the matter.

Supporting Evidence

To help us reach a fair decision, we may ask you to supply supporting evidence. This can include photographs of any alleged damage, copies of invoices or receipts, correspondence or messages concerning the booking, and any other documentation that helps to clarify the issue. Providing clear evidence at an early stage usually speeds up the resolution process.

Use of Complaints to Improve Our Services

Man and Van Dartford views complaints as a valuable source of feedback. We review complaints regularly to identify patterns or recurring problems. Where we find issues, we may provide additional training for staff, adjust our operational procedures, or make changes to communication and documentation for customers. This continuous improvement approach helps us maintain and enhance the quality of our man and van and removal services across our operating area.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and resolve your complaint. We handle personal data in line with applicable data protection requirements and retain complaint records for an appropriate period for monitoring, training and legal purposes.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with our legal and regulatory obligations. Man and Van Dartford may update this document from time to time to reflect changes in our services, processes or applicable requirements. The version available from our office or website will always be the most current.



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You’ll struggle to find a more trustworthy, reliable and affable removals company than us. We are proud of our workforce and strive to impress our customers every day with our professional approach and honest work ethic. Our man and van services remain a popular choice for property owners and tenants seeking to move their belongings from A to B. We have amassed a lot of local support in the DA1 and DA2 areas of town, and our premises is home to a warm and welcoming team of professional man and van Dartford always eager to help.

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Contact us

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

Street address: 17 Roseberry Gardens
Postal code: DA1 2NX
City: London
Country: United Kingdom

Latitude: 51.4425140 Longitude: 0.2015560
E-mail:
[email protected]

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