Man and Van Putney Complaints Procedure

Man and Van Putney aims to provide a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, customers may feel that we have not met these standards. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Scope of this complaints procedure

This procedure applies to any complaint about our removals, man and van, packing, loading, unloading, furniture handling, or related customer service. It covers both residential and commercial moves, including local moves, longer-distance jobs, and repeat bookings.

We treat all complaints seriously, whether they relate to service quality, conduct of staff, vehicles and equipment, punctuality, communication, pricing clarity, or damage to property and belongings.

Our commitment to you

When you raise a complaint with Man and Van Putney, we will:

Listen to your concern carefully and respectfully.

Aim to put things right where we have made a mistake.

Explain clearly what we can do and any limitations that may apply.

Keep you informed about the progress of our investigation.

Use your feedback to improve our removals and man and van services for future customers.

How to make a complaint

You can raise a complaint as soon as you become aware of a problem with our service. Wherever possible, we encourage you to raise any issues with the team on the day of your move so that we have the best chance to resolve matters immediately.

If the issue cannot be resolved on the day, or you discover a problem afterwards, you can submit a formal complaint in writing. When doing so, please provide:

Your full name and the address where the service took place.

The date of your move and any reference number you were given.

A clear description of what went wrong, including times and people involved if known.

Details of any loss or damage, including relevant descriptions or evidence.

What outcome you are seeking, for example an explanation, apology, remedy or compensation.

Providing accurate and complete information helps us investigate your complaint efficiently and fairly.

Time limits for raising a complaint

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the event:

Service quality, conduct, timing or communication issues should normally be raised within 7 days of your move.

Damage to property or belongings should be reported as soon as reasonably practicable after discovery, and within the time limits set out in your terms and conditions.

We may still review complaints raised after these timeframes, but our ability to investigate fully may be limited.

Acknowledgement of your complaint

Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, explain the next steps in the process, and let you know if we need any further information from you.

Investigation process

We will assign your complaint to a person with appropriate responsibility who was not directly involved in the original issue wherever possible. The investigation may include:

Reviewing your booking details, terms and conditions and any correspondence.

Speaking with the removal team or driver involved.

Checking schedules, job sheets, photographs and any other relevant records.

Assessing any evidence you supply, such as photographs of damage.

Considering any relevant industry guidelines for removals and man and van services.

We aim to carry out investigations promptly, while ensuring that the process is thorough and fair.

Our response and possible outcomes

After we complete our investigation, we will provide a written response setting out:

A summary of your complaint and our understanding of the issues.

What we have investigated and the findings.

Whether your complaint has been upheld in full, in part, or not upheld.

Any steps we will take to put matters right, where appropriate.

Possible outcomes may include an explanation, an apology, corrective action for future services, practical remedies, or compensation where this is justified and in line with our terms and conditions. If we are unable to uphold your complaint, we will explain the reasons clearly.

Escalating your complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed. When requesting a review, please explain why you remain dissatisfied and what you believe we have not addressed. A more senior person within Man and Van Putney will then re-examine your complaint, the investigation and the outcome. They may contact you for additional information before reaching a final decision.

Once the review has been completed, we will send you our final position on your complaint. At this stage, we will normally consider the matter closed from our perspective unless new and significant information comes to light.

Complaints involving loss or damage

Where your complaint involves loss of or damage to property during a move, we will consider it in line with our terms and conditions, any agreed inventory and the details of the service provided. You may be asked to provide descriptions of the items affected, approximate value, age and evidence of the damage. Inspections or assessments may be required for higher-value items.

Our ability to offer a remedy may depend on factors such as pre-existing condition, appropriate packing, access restrictions at collection or delivery addresses and the specific service package you selected.

Using complaints to improve our service

All complaints received by Man and Van Putney are recorded and reviewed on a regular basis. We use this information to identify trends, improve staff training, update procedures, and enhance the overall quality and reliability of our removals and man and van services.

Confidentiality and data protection

We handle all complaints in confidence and in accordance with data protection requirements. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to meet legal and regulatory obligations.

Review of this complaints procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to update it to reflect changes in our services, legal requirements or best practice within the removals and man and van industry.



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Best quality and price on the Market

Unlike many other removal companies, we consider ourselves a customer friendly company. We believe in providing our clients with the best quality of man and van Putney at the best prices. All our team members are experts in packing and moving of goods. We listen to you requirements keenly and then design a package that suits your needs. We value you as our client and aim to help you keep the costs low. If you would like to chat with us about your relocation plans then call us now. We will also offer you a free quote with no obligation to buy.

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

Street address: 352 Upper Richmond Rd
Postal code: SW15 6TL
City: London
Country: United Kingdom

Latitude: 51.4629950 Longitude: -0.2252280
E-mail:
[email protected]

Web:
Description: Get our amazing man and van services in Putney, SW15 at discounted prices. Our services are the most cost-efficient in the area. Book them now.
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