Man and Van Pimlico Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Pimlico can raise concerns about our removal and man and van services, and how we will respond. Our aim is to resolve issues fairly, promptly and transparently, and to use feedback to improve our services.

Our Commitment to Handling Complaints

Man and Van Pimlico is committed to providing reliable and professional moving and transport services. If something goes wrong, we want to know about it so we can put things right where possible. We treat all complaints seriously, whether they relate to punctuality, conduct of staff, handling of goods, charges, or the overall quality of service.

We will always seek to:

Listen to your concerns carefully, respond in a clear and respectful manner, investigate matters thoroughly and objectively, keep you informed throughout the process, and offer an appropriate resolution where a complaint is upheld.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or our team, whether you are a private customer, a business client, or a third party affected by our work. This may include issues such as delays or missed time slots, damage to property or belongings, incorrect or unexpected charges, staff behaviour or communication, problems with booking, documentation or invoicing, and any other matter where you believe we have not met our agreed standards.

How to Make a Complaint

You can raise a complaint in writing or verbally. We recommend making a written complaint so that there is a clear record of the details. When submitting your complaint, please include:

Your full name and, if applicable, the name of the person or business that made the booking, the date of the service and the location of collection and delivery, a clear description of what went wrong and when it happened, any reference number or booking details, and any supporting information such as photographs, inventory lists, or copies of invoices.

Providing as much detail as possible will help us investigate your concerns more efficiently.

Time Limits for Submitting Complaints

To allow us to investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event. For issues relating to damage or loss of items, you should notify us promptly once you become aware of the problem. Delays in raising a complaint may affect our ability to investigate and, where relevant, to consider any remedy.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your concerns and outline the next steps. If we need more information to understand the issue fully, we may ask you to provide further details or clarification.

Investigation Process

Your complaint will be reviewed by a member of our management team who was not directly involved in the original service, wherever possible. The investigation may include speaking to the staff who carried out the move, checking booking records, route and timing information, examining any photographs, inventories or notes from the job, and reviewing our internal policies and procedures relevant to your concerns.

We aim to complete our investigation within a reasonable period. If, for any reason, the investigation is likely to take longer, we will let you know and provide an estimated timescale for our final response.

Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response explaining:

What we have understood from your complaint, the steps we have taken to investigate, our findings and conclusions, and any action we propose to take.

Depending on the circumstances and subject to our terms and conditions, outcomes may include an apology and explanation, corrective action for future services, a goodwill gesture, or, where appropriate, consideration of financial redress within the limits set by our contractual terms and any applicable insurance. Not all complaints will result in compensation, but every complaint will be reviewed carefully and fairly.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again by a senior member of our team. When requesting a review, please explain which parts of our response you disagree with and why, and provide any new information you believe is relevant.

We will consider your request for review and, where appropriate, carry out a further assessment. Once this is complete, we will write to you with our final position.

Complaints Involving Damage or Loss

Where your complaint relates to alleged damage or loss of items during a move, it is important that you provide clear details of the items concerned, together with any photographs and proof of value where available. Our liability is governed by our terms and conditions and any agreed level of cover. We cannot usually consider claims for damage or loss where items were not properly packed or where they were already damaged or fragile beyond normal handling.

We may request to inspect damaged items or see evidence before making any decision. Any offer of settlement will take into account the age, condition and value of the items, as well as the extent of our responsibility.

Using Complaints to Improve Our Service

Man and Van Pimlico views complaints as an important source of feedback. We regularly review the complaints we receive to identify patterns and areas where our removal and transport services can be improved. This may involve providing additional training for staff, updating our procedures, improving communication with customers, or adjusting how we plan and schedule moves.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under data protection law. Information you provide will be used only for managing and investigating your complaint, for internal monitoring and training, and for meeting any legal or regulatory requirements. We will not disclose your personal information to third parties except where necessary for these purposes or where required by law.

Review of This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals and transport sector. The version published on our website will always be the most current and will apply to any complaints raised while it is in force.

If you have any concerns about our man and van or removal services, we encourage you to contact us and allow us the opportunity to address the matter promptly and professionally.