Man with Van Marylebone Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Marylebone can raise concerns about our removal and man and van services, and how we will deal with those concerns. We aim to provide a clear, fair and timely process so that any issues are addressed and resolved wherever possible.

Our commitment to you

Man with Van Marylebone is committed to delivering reliable, careful and professional removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for the future.

Every complaint is taken seriously. We will handle your concerns respectfully, keep you informed throughout our review, and provide a reasoned response based on the information available.

What is a complaint

A complaint is any expression of dissatisfaction about the services delivered by Man with Van Marylebone, whether the issue relates to booking, handling of items, punctuality, staff conduct, charges, or communication. You do not need to use the word “complaint” for us to treat it as one; if you are unhappy and want us to respond, we will follow this procedure.

How to make a complaint

You should raise your complaint as soon as possible after the issue arises. Providing full details helps us understand what happened and how best to respond. When you contact us, please include the following information:

Your full name and any reference details for your booking or removal job.

The date and approximate time of the service.

The location where the service took place.

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

Details of any conversations already held with members of our team about the issue.

What you would consider to be a reasonable outcome or resolution.

You can submit your complaint to us in writing or verbally. If you initially complain by phone or in person, we may ask you to confirm the details in writing so that we can accurately log and investigate your concerns.

Stage 1 – Initial response

Once we receive your complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your concerns, clarify any missing information, and explain the next steps in the process.

Where possible, a member of our team who was not directly involved in the original issue will review your complaint. For straightforward matters, we will aim to provide a full response quickly, often within a few working days, especially for issues such as minor delays or simple administrative errors.

Stage 2 – Investigation

If your complaint raises more complex issues, or if you are not satisfied with the initial response, your complaint will be escalated for a more detailed investigation.

During the investigation stage, we may:

Review booking records, job sheets and any photographs or notes taken by our team.

Speak with the staff involved in your move or collection.

Ask you for further information or clarification where needed.

Consider any relevant terms and conditions that were in place at the time of your booking.

We will aim to complete this investigation and provide a written outcome within a reasonable timeframe, taking into account the complexity and nature of the issues raised.

Our response and possible outcomes

When we have completed our review, we will provide a clear response setting out:

What we understand your complaint to be about.

The steps we took to investigate the matter.

Our findings and any available supporting information.

Our decision and the reasons for it.

Any actions we will take as a result.

Depending on the circumstances, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding.

An apology where we have fallen short of our standards.

Steps to correct an error or oversight, where reasonably possible.

A goodwill gesture, where appropriate and at our discretion.

Confirmation of any changes we intend to make to our processes or training.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for a further review. You should do this as soon as reasonably possible after receiving our response, setting out which aspects you disagree with and why.

A different member of our management team will review the handling of your complaint and the decision reached. They may re-examine the evidence, request additional information, or speak with you directly. Following this review, we will send you a final response explaining our position.

Time limits for complaints

To help us investigate effectively, complaints should normally be raised within a reasonable period after the event, and in any event as soon as you become aware of a problem. Delays in notifying us can make it harder to obtain accurate information and may limit the options available for resolution.

Fair treatment and confidentiality

We are committed to treating all customers fairly and without discrimination. Your complaint will not affect any current or future bookings you may have with Man with Van Marylebone, provided those bookings comply with our standard terms and conditions.

Information related to your complaint will be handled sensitively and will only be shared with those who need it in order to investigate and resolve the matter. We will store complaint records securely and in line with our data handling practices.

Using complaints to improve our service

We value feedback from our customers and use complaints as an opportunity to review and improve our removal services. Trends and recurring issues may lead to changes in staff training, operational processes, communication methods, or service standards. By raising concerns, you help us provide a more reliable and efficient service to all customers.

Updates to this Complaints Procedure

Man with Van Marylebone may update this Complaints Procedure from time to time to reflect changes in our services, business practices or applicable requirements. The version published on our website will always be the most current. We encourage customers to refer to this page when wishing to understand how complaints are handled.

If you have any concerns about our complaints process itself, please raise them with us using the same contact methods set out above, and we will review them in line with this procedure.



Purse-friendly Prices on Man with Van Marylebone

Our cost-effective man with van service will save your time and effort during your relocation across Marylebone.

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

What Our Customers Say

Excellent on Google
4.9 (75)
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I used Man with Van Marylebone on a friend's recommendation and was very pleased with their service. I would definitely recommend to others. Nice job!

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I move often, and this company is my favorite by far. Attentive, careful, and always made sure to clarify my wishes. Incredibly pleasant and professional. Will hire them again without hesitation.

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The Marylebone Removals crew exceeded my expectations. Attentive service, expertly wrapped belongings, and nothing was damaged. Would suggest them to anyone.

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I'm thoroughly impressed! The team delivered seamless, quality service and great value. My move was a breeze thanks to their reliability.

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From the get-go, every team member was courteous, always on time, flexible to my needs, and completely professional. I can't thank them enough, and they're my new go-to recommendation.

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Excellent work from start to finish! The team came on time, worked without delay, and didn't stop until the job was done. Definitely recommend their services.

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Working with these friendly and helpful movers was a true pleasure.

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Professional, communicative, and efficient-- Marylebone Van Hire kept me updated every step of the way. Grateful for their help!

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Everything was smooth with Man with Van Marylebone. I liked being able to update my moving items, and the driver was friendly, efficient, and professional.

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I am thoroughly satisfied with Marylebone Removals's exceptional handling of my move. Their professionalism and dedication were impressive. Would use again.

Contact us


Company name: Man with Van Marylebone
Opening Hours: Monday to Sunday, 07:00-00:00
Street address: 20 Triton Street
Postal code: NW1 3BF
City: London
Country: United Kingdom
Latitude: 51.5250440 Longitude: -0.1424540
E-mail: [email protected]
Web:
Description: Get the best man with van removal services in Marylebone, W1 by booking them. Our adviser can help you pick the most suitable service for you.