Complaints Procedure

Man and Van Lee Complaints Procedure

Man and Van Lee is committed to delivering a reliable, careful and professional removal service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to treat every complaint seriously, respectfully and fairly. Our objectives are to resolve issues as quickly as possible, to communicate clearly throughout the process, and to learn from feedback so that we can continually improve our man and van and removal services.

We will always strive to:

Listen carefully to your concerns and understand what has happened from your point of view, acknowledge your complaint promptly, investigate thoroughly and impartially, keep you updated on progress, provide a clear explanation of our findings and decision, and where appropriate, offer a fair remedy or solution.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response. This can include, for example, concerns about the conduct of staff on moving day, issues with timekeeping or reliability, problems with the quality of packing, handling or transport, disputes about charges or invoices, or damage or loss relating to your move.

We encourage you to raise any concern as soon as possible so we can address it promptly while details are still fresh and evidence is easier to obtain.

How to Make a Complaint

You can make a complaint in writing or verbally. While we accept complaints in any format, we recommend that you put your concerns in writing so there is a clear record of the issues you wish to raise and the outcome you are seeking.

When submitting a complaint, please include where possible: your full name, the moving date and collection and delivery locations, a description of what went wrong and when it happened, the names of any team members involved if known, any supporting information such as photographs or item lists, and details of the outcome you would consider fair, such as repair, compensation or an explanation.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system. We will acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being reviewed. At this stage we may request further information if anything is unclear or if we need additional details in order to carry out a proper investigation.

Where possible, we aim to resolve straightforward issues immediately at this first stage, especially where a simple clarification, minor adjustment or quick corrective action can address your concern.

Stage 2: Investigation

If your complaint cannot be resolved straight away, it will proceed to a more detailed investigation. This process may include reviewing your booking and service records, speaking with the removal team or drivers involved, examining any relevant photographs or documents supplied, and assessing any reports of damage or loss.

We will aim to complete our investigation within a reasonable period of time appropriate to the complexity of the matter. If we anticipate any delay, we will let you know and explain the reasons.

Stage 3: Outcome and Response

Once the investigation is complete, we will provide you with a written response setting out our findings, a clear explanation of our decision, any offer of remedy or resolution where appropriate, and information about the next steps if you remain dissatisfied.

Remedies may include, where justified and in line with our terms and conditions and applicable law, an apology and explanation, corrective service where feasible, contribution to repair or replacement of damaged items, or a goodwill gesture.

Escalation of Your Complaint

If you are not satisfied with the outcome of Stage 3, you may request that your complaint is reviewed again. In this case, a more senior member of our team will reassess your complaint, the evidence, and the decision already made. They may request further information from you or from the staff involved before reaching a final internal decision.

Following this review, we will confirm our final position and the reasons for it. This will conclude our internal complaints process.

Your Responsibilities When Making a Complaint

To help us deal with your complaint fairly and efficiently, we ask that you provide accurate information to the best of your knowledge, raise your concerns as soon as possible after the event, cooperate with any reasonable requests for additional information or evidence, and treat our staff with courtesy and respect throughout the process.

We reserve the right to cease communication if a complaint becomes abusive, threatening, or clearly vexatious. However, this would only be considered in exceptional circumstances, and we will always aim to resolve genuine concerns.

Time Limits for Complaints

We advise that complaints relating to removal work, packing, loading, transport or delivery are raised as soon as reasonably practical after the service has been provided. Reporting issues promptly increases the likelihood of a successful investigation and fair resolution, particularly where physical inspection or photographic evidence is required.

Specific time limits or conditions relating to damage, loss, or insurance claims may apply under our standard terms and conditions and in accordance with applicable legislation. These may affect what remedies are available, so it is in your interests to contact us without delay if you have any concerns.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with those who need it to investigate and resolve your concerns, or where we are legally required to disclose it. We handle personal data in line with relevant data protection requirements and our privacy practices. Records of complaints are retained for an appropriate period so that we can monitor performance, identify trends and improve our services.

Continuous Improvement

Man and Van Lee views complaints as an important source of feedback. We regularly review the nature and frequency of complaints related to our man and van and removal services to identify any patterns or recurring issues. Where necessary, we may provide additional staff training, refine our handling procedures, or adjust our operational processes.

By following this Complaints Procedure, we aim to ensure that every concern is taken seriously, investigated fairly and used to help us deliver a more dependable and professional moving service for all our customers.



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Contact us

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

Street address: 130 Marvels Ln
Postal code: SE12 9PG
City: London
Country: United Kingdom

Latitude: 51.4338790 Longitude: 0.0271850
E-mail:
[email protected]

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