Man and Van Northwood Complaints Procedure

Man and Van Northwood is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our service for the future. This complaints procedure explains how to 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 resolve all complaints in a fair, transparent and timely way. We will listen carefully to what you tell us, investigate the issues raised, and provide a clear response. We will always treat you with respect and expect our team members to do the same. Using feedback from our customers across our service area, we continually review our working practices and staff training.

What This Procedure Covers

This procedure applies to complaints about our man and van and home or office removals services. This can include, for example:

Service delivery issues, such as punctuality, conduct of staff, or quality of handling and moving items. Communication problems before, during or after a move. Concerns about how your booking, collection, delivery, packing or loading was managed. Problems with invoices or charges where you believe we have not followed our agreed terms. Any other issue where you feel we have not met the standards we set for our moving services.

If your concern relates to an urgent safety matter, please raise it with the team on site as quickly as possible so that immediate action can be taken where appropriate.

How to Raise a Complaint

You can raise a complaint in writing. Please provide as much detail as possible so that we can investigate thoroughly. Include the following where you can:

Your full name. The date of your move or booking. The collection and delivery locations. A clear description of what went wrong and when it happened. Names of any staff members involved, if known. Any supporting information you feel is relevant, such as photographs, inventory notes or job references.

Providing these details at the outset helps us to understand the situation quickly and reduces delays in resolving your complaint.

Timescales for Making a Complaint

We ask that you raise your complaint as soon as possible after the issue arises, ideally within 14 days of your move or the service in question. This makes it easier for us to access accurate records, speak to the team involved and review any relevant documentation related to your removal or man and van booking.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and acknowledge receipt. We will normally do this within five working days. At this stage, we will:

Confirm that we have received your complaint. Clarify any information that is unclear or missing. Explain the next steps and expected timescales for a full response.

We may also contact you for further information if we feel that will help us understand the situation more clearly.

Stage Two: Investigation and Response

After acknowledgement, we will carry out a full investigation. This may include reviewing booking records, service notes, photographs, inventories and any internal reports created by our team. We may also speak to the staff members who carried out your move.

We aim to provide a written response to your complaint within 20 working days of acknowledging it. If the matter is complex and we need more time, we will let you know and give you an updated timescale. Our response will normally include:

A summary of your complaint as we understand it. The outcome of our investigation and any relevant findings. Whether your complaint is upheld in full, in part or not upheld. Any proposed actions, such as an apology, corrective steps or other remedies where appropriate. Information about what you can do if you are not satisfied with our response.

Stage Three: Further Review

If you are not satisfied with our stage two response, you can ask for a further review. Please explain why you believe the outcome is not fair or complete, and highlight any information that you feel has not been considered properly.

We will then review the complaint again, which may involve a different member of our management team. We aim to complete this further review and provide a final written response within 20 working days. At this point, we will confirm our final position on the complaint.

Complaints About Damage or Loss

If your complaint relates to damage or loss of items during a move, please tell us as soon as possible and include photographs if available. We will review the circumstances, the inventory and any agreed terms that applied to your booking. Our investigation will consider how the items were packed, handled and transported within our service area and what steps were taken to reduce risk.

Any goodwill gestures or compensation will be assessed on a case by case basis in line with our terms of service and any applicable limits. We will explain clearly how we have reached our decision.

Persistent or Unreasonable Complaints

While we are committed to treating every complaint seriously, we reserve the right to limit or end communication where behaviour becomes unreasonable, threatening, abusive or repetitive without new information. In such cases, we will inform you of our decision and the reasons for it, and confirm any alternative ways you may still contact us about essential service matters.

Using Feedback to Improve Our Service

All complaints and significant concerns are recorded and monitored. We regularly review this information to identify patterns and opportunities for improvement. This may include additional staff training, updates to our procedures, or changes in how we plan and manage removals across our operating area.

Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice for removal companies. The version in force at the time you raise your complaint will normally apply, unless we inform you otherwise in writing.

Contacting Us About a Complaint

If you wish to raise a concern or complaint about any aspect of our man and van or removals services, please contact us in writing and provide the details described above. We will follow this procedure and aim to resolve the matter as quickly and fairly as possible.



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You will get the best prices with our man and van services. But that certainly doesn’t mean you will have to compromise on the quality of service. You can always expect the most impressive service at all times when you use our man and van Northwood. Call our office now and let us answer your questions. Let us de-stress your move and make it ten times easier than if you were to try doing it all yourself.

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Contact us

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

Street address: 1D Davenham Ave
Postal code: HA6 3HW
City: London
Country: United Kingdom

Latitude: 51.6193460 Longitude: -0.4181680
E-mail:
[email protected]

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Description: Everybody who needs some help with their removal to or from Northwood, HA6 can easily take advantage of our expertise. Act now and call us.
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