Man with Van Putney Complaints Procedure

Man with Van Putney is committed to providing a reliable and professional removals service for customers moving home, office or individual items. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and see them as an opportunity to improve our services. Our aims are to:

Listen to your concerns and understand what went wrong from your perspective.

Investigate your complaint fairly and promptly.

Provide a clear response, with reasons for our decisions.

Offer an appropriate resolution where your complaint is upheld.

Use feedback to review and improve our removal and transport services across our operating area.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including:

Collection and delivery of goods.

Handling, loading, unloading or transporting items.

Timekeeping, arrival windows and scheduling issues.

Staff conduct, behaviour and communication.

Quality of service, including packing, protection and care of items.

Charges, billing and clarity of quotes or estimates.

If your concern relates to a potential insurance claim, we may need additional information and documentation. In such cases we will explain any extra steps required in writing.

How to Make a Complaint

You can raise a complaint using any written method you find convenient. When submitting a complaint, please provide:

Your full name and contact details.

The date and location of the service.

A clear description of what happened, including key dates and times where possible.

Any relevant booking references, job numbers or invoice numbers.

Details of any previous conversations with our team about the issue.

What outcome or resolution you are seeking, if you have a specific request.

Providing as much detail as possible at the start will help us investigate more efficiently and respond more quickly.

Timescales for Raising a Complaint

We encourage customers to raise any concerns as soon as possible after the service has been carried out. This allows us to gather accurate information from our team and any third parties involved.

For issues relating to the condition of items, please notify us as soon as damage is identified and no later than a reasonable period after the move. Where insurance or compensation may be relevant, prompt notice is especially important so that we can assess the situation properly.

How We Will Handle Your Complaint

When we receive your complaint, the process will usually follow these stages:

1. Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe. In this acknowledgement, we will confirm that your complaint is being reviewed and may request any missing key information if needed.

2. Investigation: A member of our management team will review the details of your complaint. This may include:

Speaking to the removal team involved in your booking.

Reviewing job notes, photographs and internal records.

Considering any written communication between you and our team.

Examining relevant policies, terms and conditions, or pricing information.

3. Response: Once our investigation is complete, we will provide you with a written outcome. This response will aim to:

Summarise your original complaint so you can see we have understood it.

Explain what we have investigated and any evidence reviewed.

Set out our findings and whether your complaint is upheld in full, in part, or not upheld.

Detail any actions we will take, such as an apology, service review or remedy, where appropriate.

4. Resolution: If your complaint is upheld, we will explain the resolution being offered. This may vary depending on the specific circumstances and the nature of the issue.

Expected Timescales for a Response

We aim to resolve most complaints within a reasonable period from receipt, depending on complexity. If an issue is more complicated or requires additional investigation, we will keep you informed and update you on the progress of your case.

We will always strive to provide a final response as soon as practical while ensuring that our review is thorough and fair to all parties.

If You Are Not Satisfied with the Outcome

If you are unhappy with our final response, you may request that we review the complaint again. In your request for a review, please explain why you remain dissatisfied and highlight any information you feel has not been considered.

We will arrange for a further internal review, wherever possible by a manager not previously involved, and provide a written reply confirming whether our original decision is upheld or varied.

Using Feedback to Improve Our Services

We regularly review complaints and feedback to identify any patterns or recurring issues. This helps us to:

Improve staff training in safe and careful handling of goods.

Refine our scheduling and booking processes to support more reliable arrival windows.

Enhance communication with customers before, during and after each move.

Clarify written quotes, estimates and terms relating to our man and van and removal services.

Our aim is to ensure that customers across our service area receive the same high standard of care and professionalism on every job.

Respectful Behaviour and Fair Treatment

We expect all interactions between customers and our team to be courteous and respectful. We are committed to handling complaints fairly and without discrimination. In return, we ask that customers treat our staff with respect while complaints are being reviewed and resolved.

Changes to This Complaints Procedure

Man with Van Putney may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The most recent version will apply to any new complaint raised after the date of publication.

If you have any questions about this Complaints Procedure or need clarification on any part of the process before making a complaint, you can contact us using our usual contact details and ask to speak to a member of the management team.



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What Our Customers Say

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4.9 (72)
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Our move with Man and Van Removals Putney was smooth and stress-free. The team were punctual, friendly, and very courteous, and they helped with everything--nothing was too much. If we move again, we'll definitely book Man and Van Removals Putney.

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The moving process was smooth and simple thanks to Man and Van Removals Putney. The team was very professional and courteous throughout.

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We've moved multiple times, but this moving company was the best by far. The staff was professional, showed up on time, answered every pre-move question, handled our stuff quickly and carefully, and charged a fair fee.

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Couldn't have asked for better service! Putney Removals were efficient, friendly, and always available to assist. I'll use them again without hesitation. Highly recommended.

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Five stars all around. Impeccable service from the start. Everything was expertly packed and delivered with zero damage. They wouldn't let me help at all!

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Such professionals! Efficient, friendly, and very flexible with scheduling or changes. Price was very reasonable. They're my movers for life.

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Reliable business with an efficient removal crew who worked swiftly and neatly.

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I contacted several movers before choosing this company--so glad I did! The mover provided every option, had great rates, and adapted the pickup and delivery times to suit my needs.

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Putney Removal Van comes highly recommended from me. Their service stands out for its efficiency and reliability.

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Very good service from Van Hire Putney. The driver was nice and provided excellent support. Both collection and delivery were smooth.

Contact us


Company name: Man with Van Putney
Opening Hours: Monday to Sunday, 07:00-00:00
Street address: 23 Keswick Road
Postal code: SW15 2JA
City: London
Country: United Kingdom
Latitude: 51.4558110 Longitude: -0.2117580
E-mail: [email protected]
Web:
Description: In Putney, SW15 we offer the most amazing and cheap man and van hire. Take advantage of our services today by calling us. You won’t regret it!