Man and Van Sydenham Complaints Procedure

Man and Van Sydenham is committed to providing a reliable, professional moving service for all customers. 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 at each stage of the process. Our aim is to deal with all complaints fairly, consistently, and within reasonable timescales.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward route for customers to raise any dissatisfaction with our man and van or removal services, whether related to local moves, longer-distance journeys, packing assistance, loading, unloading, or scheduling issues. It also helps us review our performance and improve our services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Sydenham, whether justified or not. This may include, for example:

Concerns about the quality of handling, packing, loading or unloading of your items.

Issues relating to punctuality, delivery times, or delays in providing removal services.

Disputes about costs, estimates, invoices, or charges for our man and van services.

Concerns about the conduct, behaviour or attitude of any member of our team.

Problems arising during local or regional moves, including communication or coordination issues.

This procedure does not cover routine service enquiries, booking questions, or requests for quotes, which should be handled through our usual customer contact channels.

How to Make a Complaint

You can raise a complaint verbally or in writing. To help us investigate efficiently, please provide the following information whenever possible:

Your full name and the address where the service was provided.

The date of your move or the date you experienced the issue.

A clear description of what went wrong and how it has affected you.

Any relevant job reference, booking number or invoice number.

Details of any previous attempts to resolve the issue informally with our team.

If you are making a complaint about possible loss or damage to items, please describe the items involved, their condition before the move, and any evidence you may have, such as photos or inventory lists.

Stage 1: Informal Resolution

In many cases, issues can be resolved quickly and informally. As a first step, we encourage you to raise your concern with the team member who carried out the work or with the person who arranged your move, as soon as reasonably possible after the issue arises.

Where appropriate, our staff will aim to resolve the matter on the spot. This may include providing clarification, offering practical solutions, or agreeing reasonable remedial action relating to your removal or man and van service.

If you feel unable to resolve the issue informally, or if you remain dissatisfied with the outcome, you may proceed to the formal complaints process outlined below.

Stage 2: Formal Complaint

If your concern cannot be settled informally, you may submit a formal complaint. When we receive a formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable timeframe.

Allocate a member of our management team to review and investigate the matter.

Record your complaint in our internal log so that it can be tracked and monitored.

During the investigation, we may contact you to request further details, ask for copies of supporting information, or clarify aspects of your removal or transport service. We may also speak to the staff involved and review any relevant notes or paperwork generated before, during or after your move.

Our Response and Timescales

We aim to provide a full written or verbal response to your formal complaint within a reasonable timescale. If the issue is complex, involves multiple parties or requires further inspection or evidence, the investigation may take longer. In these circumstances, we will keep you updated on progress and let you know when you can expect a final response.

Our response will normally include:

A summary of your complaint and the issues you raised.

A description of the steps we took to investigate.

Our findings and, where appropriate, an apology or explanation.

Details of any corrective or preventative measures we intend to take regarding our services.

Any proposal we make to resolve your complaint, where applicable.

Stage 3: Further Review

If you remain dissatisfied with the outcome of the formal complaint, you may request a further review. In doing so, please explain why you are unhappy with the initial decision and what outcome you are seeking.

Where possible, a different member of our management team will review the handling of your complaint. They may re-examine the evidence, consider any new information you provide, and decide whether the original outcome should be upheld, amended or replaced with an alternative resolution.

We will communicate the result of this further review to you and explain the reasons for our final position.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue occurs or after you become aware of it. Where complaints relate to loss or damage to goods during a move, we may not be able to fully investigate issues that are reported after a significant delay, particularly where evidence is no longer available.

Our Commitment to Fairness

All complaints will be handled respectfully and impartially. We will not treat you unfavourably because you have made a complaint about our man and van or removal services. We ask that customers also treat our staff with respect throughout the process.

We use the information we gather from complaints to review our performance, identify areas for improvement, and train our team. This helps us deliver a more reliable and professional moving service across our operating area.

Confidentiality and Data Protection

Information you provide as part of your complaint will be handled in line with our data protection obligations. Details will only be shared internally with those who need to know in order to investigate and respond to your complaint. We will retain complaint records for a reasonable period so that we can monitor service standards and comply with any legal or regulatory requirements.

Changes to this Complaints Procedure

Man and Van Sydenham may update this Complaints Procedure from time to time to reflect changes in our services, customer feedback, or any applicable legal or regulatory guidance. The version published on our website will always be the most current and will apply to any new complaints raised.



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

Street address: 15A Sydenham Rd
Postal code: SE26 5EX
City: London
Country: United Kingdom

Latitude: 51.4265260 Longitude: -0.0535270
E-mail:
[email protected]

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Description: Our trustworthy and affordable Sydenham, SE26 relocation specialists can be easily hired after a quick phone call on our phone number.
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