Complaints Procedure

Complaints Procedure for Man and Van Ravenscourt Park

This Complaints Procedure explains how Man and Van Ravenscourt Park manages and resolves complaints about our man and van and removal services. We are committed to providing a reliable, professional moving service and to handling any concerns fairly, transparently and without unnecessary delay.

Our commitment to you

We aim to deliver a smooth experience for every house move, flat move, office relocation or single-item transport. If something goes wrong, we want to know about it so we can put it right where possible and improve our service for the future. We treat all complaints seriously, whether large or small, and we use the information you provide to review our practices and staff training.

What counts as a complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Ravenscourt Park, whether during booking, collection, transit or delivery. This may include issues such as:

Service quality, including punctuality, handling of items, loading and unloading, or conduct of our staff or drivers.

Damage to property or belongings arising during a move or while items are in our care.

Disputes about quotations, charges, waiting time, parking charges or additional fees linked to your removal or man and van service.

Communication problems, including unclear information, missed updates or perceived rudeness.

Health and safety concerns related to the way work was carried out at your home, office or storage location.

How to make a complaint

You can raise a complaint in writing or verbally. We recommend making complaints in writing wherever possible, as this helps us to record all the details accurately and respond more effectively.

Information to include

To help us investigate your complaint quickly, please include the following information when you contact us:

Your full name and the address where the service was carried out or from which we collected your items.

The date of your move or booking and any reference or job number you may have been given.

A clear description of what went wrong, including relevant times, locations and names of any staff members you dealt with, if known.

Details of any damage, including photographs if available, together with a description of the items affected and their approximate value.

What outcome you are seeking, for example clarification, an apology, a correction to an invoice, or consideration of compensation.

Timescales for raising a complaint

We ask that you raise any complaint as soon as reasonably possible, ideally within 7 days of the service taking place. For complaints involving damage to items or property, it is important that you notify us promptly so we can assess the situation while evidence is still clear and any relevant information is fresh in mind.

How we will handle your complaint

We follow a clear, staged process when dealing with complaints about our man and van and removal services.

Stage 1: Initial review

Once we receive your complaint, we will log it, allocate a reference and arrange for an appropriate member of our team to review it. We aim to acknowledge written complaints within a reasonable time. At this stage we may contact you to clarify any details or request further information.

Stage 2: Investigation

We will then carry out an investigation, which may include speaking to the driver or moving team involved, reviewing booking details, checking any inventory or job sheets, and examining photographs or other evidence you provide. Where relevant, we may also ask you for additional documents or information to help us understand the issue fully.

Stage 3: Response and proposed resolution

Once our investigation is complete, we will provide you with a written or verbal response setting out:

Our understanding of your complaint.

The findings of our investigation.

Whether your complaint is upheld in full, in part, or not upheld.

Any steps we propose to take to resolve the matter, which may include an explanation, an apology, a gesture of goodwill, a correction to an invoice or consideration of a contribution towards repair or replacement in line with our terms and conditions and any applicable insurance arrangements.

Escalating your complaint

If you are unhappy with the response at Stage 3, you may ask for your complaint to be reviewed again. In that case, a different member of the management team, where possible, will reconsider the complaint, the evidence and the initial outcome. The reviewing person may contact you to discuss any outstanding points and will then issue a final response.

Claims for loss or damage

Where your complaint involves alleged loss or damage to belongings or property during a move, the handling of your complaint will also be subject to our terms and conditions and any applicable insurance cover. This may include requirements regarding packaging, access, pre-existing damage, owner packing, and conditions for making claims within specified time limits.

We may request evidence such as photographs taken before and after the move, purchase receipts, valuations or repair estimates. Providing this information helps us to assess your claim fairly and consistently.

Fair treatment and confidentiality

We treat all customers respectfully and do not discriminate on any basis when dealing with complaints. We ask that customers also treat our staff with respect while a complaint is being reviewed, even if you are dissatisfied or upset.

Information provided as part of a complaint is handled in line with our privacy practices. Details are shared only with those who need to know in order to investigate and resolve the issue or to meet legal or regulatory obligations.

Learning from complaints

Man and Van Ravenscourt Park uses complaints, feedback and comments to improve our moving services and customer experience. We regularly review complaint patterns and outcomes to identify where changes to procedures, training or communication can help prevent similar issues in future.

By raising your concerns with us, you help us maintain and improve the quality of our man and van and removal services for all customers in our service area.



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The man and a van service that you desperately need is right on your doorstep in Ravenscourt Park, but our reputation precedes us and appointments are booking up fast. We want to be able to serve as many customers in W6 as possible so we always make speed and organisation a top priority and our teams work their socks off to provide the best service possible to our customers. However, there is only so much time in the day. Don’t miss out on the service that you deserve. Get in touch with our man and van Ravenscourt Park today to book your slot!

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Contact us

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

Street address: 28 Hammersmith Grove
Postal code: W6 7AW
City: London
Country: United Kingdom

Latitude: 51.4946760 Longitude: -0.2260550
E-mail:
[email protected]

Web:
Description: You can always decipher to our man and van services in Ravenscourt Park, W6 when it comes to fast and efficient relocation. Contact us now!
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