Man and Van Stratford Complaints Procedure

Man and Van Stratford is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. We will always treat you with respect and expect the same courtesy for our staff. Our goals when dealing with a complaint are to understand what went wrong, reach a fair outcome, and learn from the experience so we can improve our removal services for future customers.

We define a complaint as any expression of dissatisfaction about our services, staff, vehicles, pricing, communication, or the way your move or delivery has been handled, where you would like a response or resolution.

Step 1: Raising a Complaint Informally

Where possible, we encourage you to raise any concerns informally in the first instance. If an issue arises on the day of your move or collection, please speak directly with the driver or team leader on site. Many issues can be resolved immediately when they are brought to our attention at the time.

If your concern arises before or after the move, you can contact our office during normal working hours to explain the problem. Please provide your full name, the date of your booking or move, and a clear summary of what has happened. We will listen carefully, ask any necessary questions, and aim to agree a practical solution with you as quickly as possible.

Step 2: Making a Formal Complaint

If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint. Please do this as soon as possible after the issue occurs so that we can investigate while details are still fresh.

When making a formal complaint, please clearly state that you are making a complaint and provide the following information:

Your full name
Your postal address
Your preferred method of contact
The date of your booking and the date of the move or service
A clear description of the issue and what you believe went wrong
Details of any losses, damage or additional costs you believe you have incurred
Any evidence that may help us investigate, such as photographs, item lists or written notes

Providing full and accurate information at this stage will help us investigate thoroughly and respond more quickly.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement within a reasonable timeframe. This acknowledgement will confirm that we have received your complaint and that an investigation has started. We may also ask for clarification or further information if needed.

We aim to provide a full response as quickly as possible. In most cases this will be within a set number of working days from the date we acknowledge your complaint. If we need more time due to the complexity of the issue, we will let you know and keep you updated.

How We Investigate Complaints

All formal complaints are reviewed by a member of our management team who was not directly involved in the issue you are complaining about wherever possible. Our investigation may include:

Reviewing your booking details and any written communication
Speaking with the driver or removal team involved
Examining any photographs or other evidence you provide
Checking vehicle logs and job records
Reviewing our internal procedures and risk assessments relevant to your complaint

We approach each complaint with an open mind and seek to understand all sides of what happened. Our aim is to reach a fair and balanced conclusion based on the available evidence.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide you with a clear written response. This will explain:

What we understand your complaint to be about
What we have investigated and the information we considered
Our findings and whether we uphold your complaint in full, in part or not at all
Any steps we have already taken or will take to put things right
Any changes we will make to our processes or training as a result

Depending on the circumstances, possible outcomes may include an apology, an explanation, corrective action, or other remedies that we consider reasonable and proportionate. Any offer we make will take into account our terms and conditions, the nature of the service you booked, and any legal or insurance requirements that apply to removal and transport services.

Escalation of Your Complaint

If you are not satisfied with our final response, you may ask for a further review. Your request should clearly explain why you remain unhappy and what you believe we have overlooked or misunderstood.

We will arrange for a different senior person, where possible, to review both your original complaint and our earlier handling of it. After this review, we will confirm our final position. This will normally conclude our internal complaints process.

Time Limits for Complaints

We recommend that you raise any issues with our removals or man and van services as soon as possible and ideally within a short period of the move or service. Reporting issues promptly helps us to investigate more effectively and may affect what remedies are available, particularly in relation to damage or loss of items.

Unreasonable or Abusive Behaviour

We are committed to dealing with all customers fairly and with respect, and we expect the same in return. While we understand that moving home or premises can be stressful, we will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. In serious cases, we may end contact or refuse future services where behaviour is unreasonable or abusive.

Using This Process

This complaints procedure applies to all customers who use Man and Van Stratford for removals, deliveries, collections or related services. By setting out a clear process, we aim to ensure that any concerns you have are heard and addressed in a structured and transparent way. We review our procedures regularly to ensure they remain fair, effective and appropriate for the services we provide.

If you have any questions about this complaints procedure, or if you require assistance in making a complaint, please contact us through your usual communication method with our company and we will do our best to help.



  • Let us do
    Let us do
    the hard work
    and forget about all the hassle!
    BOOK NOW

Fast and Reliable Man and Van Stratford Made for You!

You may be moving within E15 or perhaps there is another reason why you may choose to hire our man with a van moving solutions. Our team can provide you with the finest service out there when it comes to reasonably priced and highly convenient man and van Stratford! Just give us a call anytime you like to discuss your needs with us to ensure that you get the offers that suit your needs and situation. Call now to request a free consultation with one of our experts!

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

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

Street address: 1 Rick Roberts Way
Postal code: E15 2FP
City: London
Country: United Kingdom

Latitude: 51.5351610 Longitude: -0.0051270
E-mail:
[email protected]

Web:
Description: So many people have called us to hire our outstanding man and van relocation services across Stratford, E15 and they all loved the results.
Back To Top