Complaints Procedure

Man and Van Shacklewell Complaints Procedure

Man and Van Shacklewell is committed to delivering a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. 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.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. This may include booking arrangements, collection and delivery, handling of goods, conduct of staff, charges, or any other part of your experience with Man and Van Shacklewell.

We use complaints constructively to review our removals processes and to improve the quality, safety, and reliability of our man and van operations across our service areas.

Who Can Make a Complaint

This procedure is for private and commercial customers who have used, or attempted to use, Man and Van Shacklewell. A complaint can be made by the customer named on the booking or by someone authorised to act on their behalf, such as a business contact or family member. Where a complaint is made on behalf of another person, we may need confirmation that you are authorised to act for them.

What We Class as a Complaint

A complaint is an expression of dissatisfaction about our services or the way we have handled any aspect of your move. Examples include, but are not limited to:

Delays in collection or delivery of your items.

Damage or loss of goods during the move.

Conduct, attitude, or professionalism of our drivers or porters.

Issues with quotations, billing, or payment handling.

Disagreement about what was agreed at the time of booking.

Concerns about how a previous complaint was handled.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can look into it while events are still fresh and any evidence is easier to verify.

You can submit your complaint in writing. Please include the following information to help us review your concerns efficiently:

Your full name and the name of the person the job was booked under.

The date of the move and the collection and delivery locations.

Any reference number or booking confirmation you received.

A clear description of what went wrong and when it occurred.

Details of any damage, including photographs where available.

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

If you make a complaint verbally in the first instance, we may ask you to put the details in writing so that we can fully and accurately record the matter.

Our Complaint Handling Stages

We aim to resolve complaints promptly and fairly. Our process generally follows these stages:

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will log your complaint and assign it to a member of our team for an initial review.

During this stage we may contact you to clarify details, request photographs, or ask for copies of any documents such as quotes, invoices, or correspondence. We may also speak to the crew involved and review our job records and schedules.

Stage 2: Investigation and Response

After the initial review, we will investigate the circumstances of your complaint in detail. We will consider the information you have provided alongside our own records of the removal, including job sheets, driver reports, and any tracking or timing logs where applicable.

We will then provide you with a written response setting out:

Our understanding of your complaint.

The steps we have taken to investigate it.

Our decision and the reasons for that decision.

Any proposed remedy or next steps.

We aim to provide a full response within a reasonable period. If we are unable to do this, for example because further investigation is required, we will let you know and provide an updated timescale.

Stage 3: Further Review

If you are not satisfied with our response, you may request a further review. In this case, a more senior member of our team will reassess your complaint, the evidence available, and the outcome offered at Stage 2.

The reviewing person may contact you to ask further questions or request additional information. Following this review, we will write to you confirming our final position and any revised outcome.

Possible Outcomes and Remedies

Depending on the nature and findings of the investigation, possible outcomes may include:

An explanation or clarification of what happened and why.

An apology where service has fallen below the standards we aim to provide.

Corrective action in our processes, training, or procedures to prevent similar issues in future.

Practical steps to resolve the issue, which may include repair, replacement, or a financial gesture where appropriate and in line with our terms and conditions.

Every complaint is considered on its own facts, taking into account our contractual responsibilities, any limitations described in our terms, and any relevant evidence.

Your Responsibilities When Making a Complaint

To help us investigate your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about the job.

Keep any relevant documents, such as quotes, confirmation messages, and receipts.

Retain and, where appropriate, photograph any damaged items, packaging, or areas of the property related to the issue.

Communicate with us in a respectful and reasonable manner.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with members of staff who need it to investigate and resolve your complaint, or where we are required to share it under legal or regulatory obligations. We will handle your personal information in accordance with applicable data protection requirements.

Continuous Improvement

We regularly review complaints and feedback received about our man and van and removal services in order to identify trends and areas for improvement. This may lead to additional staff training, updates to our booking procedures, changes to how we plan routes and timing, or improvements in how we handle and protect customers belongings during moves.

By following this complaints procedure, Man and Van Shacklewell aims to resolve issues fairly and to enhance the quality and reliability of our services for all customers.



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

Street address: 23 Fountayne Road
Postal code: N16 7EA
City: London
Country: United Kingdom

Latitude: 51.56442 Longitude: -0.065145
E-mail:
[email protected]

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