Complaints Procedure

Man and Van Mile End Complaints Procedure

Man and Van Mile End is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve issues fairly, professionally and as quickly as possible. 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 resolving complaints

We take all complaints seriously and use them as an opportunity to review and improve our removal and transport services. Our aims when handling a complaint are to:

Listen carefully to your concerns and understand what has gone wrong from your point of view.

Investigate the matter thoroughly and impartially.

Provide a clear explanation and, where appropriate, put things right.

Learn from the outcome so we can prevent similar issues in the future.

What is a complaint

A complaint is any expression of dissatisfaction about our man and van or removal services, whether it relates to booking, pricing, communication, collection, delivery, handling of goods, timing or staff conduct, where you would like a response or resolution from us.

We encourage you to let us know about any issue you experience, even if you do not wish to make a formal complaint. Often, concerns raised at an early stage can be resolved quickly and informally.

How to raise a complaint

You can raise a complaint in writing or by speaking with us. To help us deal with your complaint efficiently, please provide the following information where possible:

Your full name and any reference or booking details.

The date and location of the service, including collection and delivery points where relevant.

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

Details of any conversations you have already had with our team about the issue.

Any evidence that may help us investigate, such as photographs, inventory lists, or signed job sheets.

We ask that complaints are raised as soon as reasonably possible after the service, so that details are still fresh and any evidence can be accurately reviewed.

Initial informal resolution

Where appropriate, we will first try to resolve your concerns informally. This stage may involve a conversation with the driver, crew leader or office contact who arranged your move or man and van booking.

In many cases, misunderstandings about timings, access, loading, unloading or payment terms can be resolved quickly through clear communication and explanation. If we are able to agree a resolution with you at this stage, we will confirm what has been agreed.

If you are not satisfied with the outcome of this informal stage, or if the matter is more serious, you can ask for your concern to be treated as a formal complaint.

Formal complaint process

When a complaint becomes formal, it will be logged and handled by a responsible person within Man and Van Mile End who was not directly involved in the service where possible. This helps us to maintain fairness and objectivity.

Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint and confirm that it is being investigated.

Review all relevant information, including booking details, communication records, photographs, signed documents and staff reports.

Contact you if we require any additional information or clarification to fully understand the issue.

Discuss the matter with the staff involved in your move or collection and delivery service.

Where necessary, inspect any evidence relating to alleged damage or loss, in line with our service terms and conditions.

Timeframes for response

We aim to provide an initial acknowledgement of your formal complaint within a reasonable period of time from receipt. A full response may take longer if the matter is complex, requires additional evidence, or involves multiple parties or properties.

Where we cannot provide a full response within our usual timescale, we will keep you informed of progress and let you know when you can expect a further update. Our goal is always to reach a fair conclusion as promptly as possible, without compromising the quality of our investigation.

Outcomes and resolutions

Once we have completed our investigation, we will provide you with a clear written or verbal outcome. This will usually include:

A summary of your complaint.

An explanation of the findings from our investigation.

Our decision on whether your complaint is upheld in full, in part, or not upheld.

Details of any proposed remedy or action, if appropriate.

Possible resolutions may include an explanation or apology, practical steps to resolve a service issue, or other remedies in line with our terms and conditions and any applicable policies. Any remedy will depend on the circumstances of the complaint, the evidence available, and the nature of our agreement with you.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you should let us know, explaining which aspects you disagree with and why. We may then arrange for a further review of your complaint, which could include a more senior member of our team re-examining the details and our original response.

Following this review, we will confirm our final position. We aim to ensure that all complaints are handled fairly and transparently, and that reasons for our decisions are clearly communicated to you.

Complaints from third parties

In some cases, complaints may be raised by third parties, such as the sender or recipient of items, landlords, building managers or neighbours affected during loading and unloading. We will consider such complaints where they relate directly to our removal activities, but our ability to share information may be limited by privacy and data protection obligations.

Using complaints to improve our service

Every complaint is reviewed not only for resolution of the specific case, but also for potential improvements to our man and van and removal services. This may include additional staff training, updates to procedures, improvements to communication at the booking stage, or changes to how we plan and manage moves and deliveries.

By sharing your feedback, you help us maintain and improve the standard of service offered by Man and Van Mile End. We appreciate the opportunity to put things right and to strengthen the quality and reliability of our service for all customers.



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Contact us

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

Street address: 4 Roach Rd
Postal code: E3 2PD
City: London
Country: United Kingdom

Latitude: 51.5408200 Longitude: -0.0215400
E-mail:
[email protected]

Web:
Description: Our man and van moving specialists in Mile End, E1 will help you to move without any trouble and at minimum cost. Contact us by phone today!
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