Man and Van Tolworth Complaints Procedure

Man and Van Tolworth is committed to providing a reliable and professional removal service. We recognise 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. 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 every complaint fairly, consistently and promptly. We will listen to your concerns, investigate what has happened, and work with you to find a suitable resolution. We treat all complaints seriously and use the information to review and improve our man and van and removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, or the way a move or collection has been carried out, where you would like a response or resolution. You can complain about issues such as delays, damage to items, conduct of our team members, or any aspect of the removal process you feel did not meet the agreed standards.

How to Make a Complaint

You can make a complaint in writing or by speaking with us. Written complaints help us understand the details clearly and provide a full response. When making a complaint, please provide the following information where possible:

The date and time of your move or service, your full name, and the collection and delivery locations. Include a clear description of what went wrong, when it happened, and who was involved, if known. Let us know what outcome you are seeking, such as an explanation, an apology, or a review of charges. If your complaint involves damage or loss of property, please include details of the items, the nature of the damage, and any supporting information such as photographs or inventory lists.

Time Limits for Making a Complaint

We recommend that you raise any complaint as soon as possible after the event so that we can investigate while details are still fresh. If your complaint relates to physical damage or loss during a removal or transport service, you should inform us as soon as you become aware of the issue. Complaints raised at a later date will still be considered, but the passage of time may affect what we are able to verify.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and assign it to a member of our team for review. We aim to acknowledge your complaint within a reasonable time, confirming that it has been received and is being investigated. In the acknowledgement, we will outline the next steps and provide an estimated time frame for our response, depending on the complexity of the matter and the information required.

Stage Two: Investigation and Response

During the investigation stage, we may contact you to clarify details, request further information, or discuss the matter in more depth. We may also speak with the staff members involved, review work schedules, and consider any relevant documents, job sheets, or service notes.

Once the investigation is complete, we will provide a written response setting out our findings. This response will explain what we have looked into, what we have concluded, and the reasons for our decision. Where appropriate, we will outline any corrective actions, such as a service review, staff training, or other measures to prevent similar issues in the future. If we agree that you are entitled to a remedy, we will set out what is being offered and the timescale for implementing it.

Stage Three: Escalation of Your Complaint

If you are not satisfied with the outcome at Stage Two, you can ask for your complaint to be reviewed again. In your escalation request, explain why you are unhappy with the previous response and what you would like us to reconsider. A different person or a more senior member of the team will review the case, including the original complaint, the investigation, and the response already provided.

We will then issue a further written reply indicating whether our decision remains the same or is being changed in light of your comments. This will be considered our final internal decision on the matter.

Complaints Involving Damage or Loss

Where your complaint relates to damage or loss of possessions during a move or man and van service, we may ask for additional information, such as proof of value, photographs of the damage, or confirmation that the items were in our care at the relevant time. We will review this alongside our own records of the job. Any goodwill gestures or compensation will be considered in line with our terms and conditions and any relevant limitations of liability that apply to the service provided.

How We Use Complaints to Improve

All complaints and their outcomes are recorded and periodically reviewed. This helps us identify recurring issues, service weaknesses, or training needs. By analysing feedback, we can make improvements to our planning, packing and loading procedures, vehicle allocation, and communication before and after each move. Our aim is to provide a consistent and dependable service to customers across our removal and man and van operations.

Confidentiality and Data Protection

Complaints are handled with respect for your privacy. Information you provide will be shared only with those who need it to investigate and resolve the matter. We will store and process your data in line with applicable data protection requirements and our internal policies.

Reasonable Behaviour

We understand that making a complaint can be stressful, especially when it involves your home, possessions, or business. Our staff will always treat you with courtesy and respect, and we ask that you do the same in return. We may decline to engage with behaviour that is abusive, threatening, or persistently unreasonable, while still trying to address the underlying issue where possible.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, customer expectations, or legal requirements. The latest version will always apply to new and ongoing complaints.

If you have any questions about this complaints procedure, you can contact us before or after using our man and van or removal services so that you understand how any concerns will be dealt with.



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Get an excellent man and van Tolworth service worth your money

As you must have gathered by now, we excel in providing the best moving experience to all people moving. We understand the people’s needs are gradually diversifying when it comes to organizing property moves. That is why, even as a man and van service, we provide more than what our professional name suggests. Our excellent service has made us extremely popular in the local region and we are the first choice of many residents here. Use our services once and you will understand why. Get in touch with man and van Tolworth today to speak with our representatives.

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 Tolworth Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 148 Chiltern Dr
Postal code: KT5 8LS
City: London
Country: United Kingdom

Latitude: 51.3983000 Longitude: -0.2799800
E-mail:
[email protected]

Web:
Description: Need help with your move? Contact us and we will be glad to provide you with our expert man and van services in Tolworth, KT5.
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