Man and Van Ilford Complaints Procedure

Man and Van Ilford is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things can go wrong. 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 deliver a smooth and stress-free moving experience for every customer. When you tell us that you are unhappy with any aspect of our service, we will take your complaint seriously and use it as an opportunity to put things right and improve how we operate.

Our key principles are:

Clear and simple process for raising a complaint
Respectful and courteous communication at all times
Thorough and impartial investigation of the facts
Timely responses with realistic timeframes
Fair outcomes with explanations you can understand

What This Procedure Covers

This procedure applies to complaints about our man and van and removals services, including:

Booking and scheduling of collections or deliveries
Conduct, attitude, or behaviour of our staff or drivers
Handling, packing, or transportation of your belongings
Timekeeping, delays, or missed appointments
Charges, quotations, and billing concerns
Any other aspect of the moving or delivery service provided by us

It does not cover general enquiries, requests for quotations, or routine service questions that can usually be resolved by our team quickly during normal communication.

How to Make a Complaint

You can raise a complaint in writing or verbally. Providing as much detail as possible will help us investigate your concerns thoroughly. When submitting your complaint, please include:

Your full name
The date of your move or booking
Any reference number you were given
A clear description of what went wrong
When and where the issue occurred
Names of any staff involved, if known
What outcome you are seeking, if you wish to suggest one

If your complaint relates to damage or loss, please also describe the item and provide photographs if available. We may ask for additional information to help us assess the situation properly.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. At this stage we will:

Confirm that we have received your complaint
Check that we have enough information to begin our review
Advise if we need further details from you
Explain the next steps and expected timescales

An initial investigation will be carried out by an appropriate member of our team. Where possible, we will aim to provide you with a full response within a reasonable time, usually within 10 working days. If the matter is complex or requires further investigation, we will let you know and provide an updated timeframe.

Stage Two: Further Investigation

If you are not satisfied with the initial response, you may ask for the complaint to be reviewed at a higher level. In this stage:

Your complaint and the outcome of the first review will be examined by a senior member of staff who was not directly involved in the original investigation
We may contact you to clarify details or request additional information
We will review all available evidence, including staff statements, job records, and any photographs or documents you have provided

We will then send you a written response explaining:

The findings of the further investigation
Any decision we have reached
Any proposed steps to put things right, if appropriate
Any measures we will take to prevent similar issues in future

We aim to complete this stage within a further 10 working days, although complex matters may take longer. If so, we will keep you informed.

Possible Outcomes and Remedies

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

A full explanation and apology where we have fallen short of our standards
A review of our internal procedures or staff training
Correction of any mistake in our records or billing
A goodwill gesture where appropriate
Consideration of claims in line with any applicable terms and conditions

We will always explain the reasons for our decision, even if we do not agree that we were at fault. Our aim is to be clear, fair, and transparent about how we have reached our conclusions.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Raise your concerns as soon as reasonably possible after the issue arises
Provide accurate, complete information and any supporting evidence
Communicate with us respectfully and allow us time to investigate
Respond promptly to any requests for further details

We reserve the right to end communication where a complainant behaves aggressively, abusively, or unreasonably, but this will not affect our duty to consider valid concerns raised about our service.

Using This Procedure Alongside Our Service Terms

This complaints procedure operates alongside our general service terms and conditions, which set out the limits of our responsibility for loss, damage, delays, and other matters relating to removals and man and van services. In assessing any complaint, we will refer to those terms as well as the specific circumstances of your booking.

Nothing in this procedure affects your statutory rights as a consumer. You remain free to seek independent advice at any time.

Continuous Improvement

We regularly review complaints and feedback to identify patterns, training needs, and opportunities to improve our moving and transport services. By telling us when something has gone wrong, you help us maintain and enhance the quality of service we offer to customers planning moves or deliveries in our operating area.

We appreciate the time you take to raise your concerns and we are committed to handling every complaint fairly, consistently, and with respect.



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Contact us

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

Street address: 381 High Rd
Postal code: IG1 1TF
City: London
Country: United Kingdom

Latitude: 51.5610840 Longitude: 0.0831360
E-mail:
[email protected]

Web:
Description: Are you in need of expert man and van services throughout Ilford, IG1 at competitive price? Give us a ring now and get a free quote!
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