Man and Van Parsons Green Complaints Procedure

Man and Van Parsons Green is committed to delivering reliable, professional and courteous moving and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback so we can put things 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 throughout the process.

Our Commitment to You

We aim to handle all complaints in a fair, consistent and timely manner. Every complaint is treated seriously and is used as an opportunity to review our practices, staff training and standards of care across our man and van and removal services. We strive to:

Respond promptly to all complaints we receive, keep you informed at each stage, investigate thoroughly and impartially, provide a clear explanation of the outcome, and where appropriate, offer a practical resolution or remedy.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Parsons Green, whether before, during or after your move. This may relate to booking arrangements, punctuality, conduct of staff, handling or transport of goods, damage or loss of items, quality of communication, or charges and invoices for moving services. You do not need to use the word complaint for your concern to be treated as one; if you are unhappy with our service and want us to respond, it will be handled under this procedure.

Who Can Make a Complaint

Complaints can be made by customers who have used our removal, delivery or man and van services, individuals who booked a removal on behalf of someone else, or recipients of goods transported by us in connection with a booking. A complaint can also be made by an authorised representative, such as a family member, friend or appointed agent, as long as we are satisfied that they have permission to act on your behalf.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can attempt to resolve them quickly, ideally at the time of the service or shortly afterwards. You may submit a complaint in writing or verbally. When doing so, please provide as much information as possible, including your full name, the date of your move or booking, the address or locations involved in the move, a clear description of what happened and why you are dissatisfied, details of any loss or damage, and what outcome or resolution you are seeking. Providing clear information helps us investigate thoroughly and respond more efficiently.

Stage One: Initial Resolution

Where possible, we aim to resolve issues immediately at the point they are raised. If you inform the crew or coordinator of a problem during your move, they will try to address it on the spot. For example, they may be able to adjust how items are handled, clarify timings, or correct any misunderstanding about the agreed service. If your complaint cannot be resolved during the move, it will be passed to a member of our office team for further review. At this stage, we may contact you to clarify details and gather any supporting information, such as photographs of damaged items or copies of relevant documents.

Stage Two: Formal Complaint Investigation

If your complaint cannot be resolved informally, or if you prefer to make a formal complaint, it will be logged and allocated to a senior member of staff for investigation. We will acknowledge receipt of your complaint within a reasonable time and explain the next steps. During the investigation, we may review notes and records related to your booking, speak with the removal crew and other staff involved, consider any photographs, inventories or job sheets, and assess whether our procedures and standards were followed. We aim to complete our investigation promptly. Once it is finished, we will provide you with a written response setting out the findings, any factors that contributed to the issue, any remedy or goodwill gesture we are able to offer, and any changes we will make to reduce the likelihood of similar issues occurring in future.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following: an apology and explanation, corrective action during a current or future move where practical, a review or adjustment of charges where appropriate, or guidance on how to make an insurance claim for loss or damage where this applies and is covered. Any remedy will take into account the terms and conditions that applied to your booking, including any limits of liability for transported goods or delays outside our reasonable control.

Time Limits for Making a Complaint

To enable us to investigate effectively, we ask that complaints about removal or man and van services, particularly those involving damage or loss of items, are raised as soon as practicable. While we will consider all complaints made in good faith, delays in reporting may affect our ability to gather evidence or verify events, which may in turn affect the outcome.

Further Review

If you remain dissatisfied after we have completed our internal complaints process, you may request that your complaint and our response are reviewed by a different senior member of our team, where possible. This review will focus on whether your complaint was handled fairly, whether the investigation was reasonable and proportionate, and whether our conclusions were consistent with the information available and with our policies and service terms.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint or to improve our services. We handle personal information in line with applicable data protection requirements and our internal policies.

Using Feedback to Improve Our Services

Every complaint and piece of feedback helps us to review how we operate our moving and transport services. We regularly monitor the issues raised, identify patterns and trends, and use this information to improve staff training, service planning, vehicle allocation and communication with customers. Our aim is to continually enhance the reliability, safety and professionalism of Man and Van Parsons Green for all customers.



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Contact us

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

Street address: 8 Fulham High St
Postal code: SW6 3LQ
City: London
Country: United Kingdom

Latitude: 51.4712860 Longitude: -0.2113580
E-mail:
[email protected]

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