Man and Van Forest Gate Complaints Procedure

Man and Van Forest Gate aims to deliver reliable, professional man and van and removal services for homes and businesses. 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. This complaints procedure explains how to raise a concern, what information we need, and how we will respond.

Our Commitment to Handling Complaints

We treat all complaints seriously, whether they relate to moving day issues, customer care, timeliness, or the condition of goods handled during collection, transport, or delivery. Our goals are to resolve matters fairly and promptly, learn from each complaint, and make any necessary changes to our processes for future moves.

Every complaint is handled in a professional, respectful and non-discriminatory manner. We will never refuse or limit our services simply because a customer has raised a concern or submitted a complaint.

What This Procedure Covers

This complaints procedure applies to all services provided by Man and Van Forest Gate, including domestic and office removals, man and van bookings, packing assistance, and short-distance and local transport services. It covers issues such as service quality, conduct of staff, damage or loss of items, scheduling problems, and billing queries.

This procedure does not cover matters that are being dealt with by legal representatives or insurance providers once formal proceedings have started. In those situations, we may still cooperate fully but some aspects will follow separate legal or insurance processes.

Raising a Complaint

We encourage customers to raise any concerns as soon as possible so we can address them quickly. In many cases, issues can be resolved informally by speaking to the team member on site or the coordinator responsible for your booking. If you are not satisfied with the informal response, or if the matter is more serious, you should use the formal complaints process outlined below.

To submit a formal complaint, please provide the following information in writing:

Your full name and, where relevant, the name of the person who made the booking. The date of your move or service and the collection and delivery locations. A clear description of what went wrong, including times, events and who was involved where possible. Any supporting details such as photos, inventories, or notes taken on the day. Confirmation of what outcome or resolution you are seeking, for example an explanation, apology, correction of an error, or compensation request.

We ask that formal complaints are made within a reasonable time of the event, ideally within 28 days of the service date, so that records are still recent and evidence can be checked effectively.

How We Will Respond

Once we receive your written complaint, we will acknowledge it as soon as reasonably possible. In the acknowledgement we will confirm that your complaint has been logged, provide a reference where applicable, and explain the next steps in the process.

We will then investigate the issues raised. This may include reviewing booking records, job sheets, vehicle logs, and any condition reports or photographs taken before and after the move. We may also speak to the team members involved and, where needed, ask you for further information or clarification.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is particularly complex or requires additional investigation, we will inform you and provide an estimated timeframe for our final response.

Possible Outcomes

After completing our investigation, we will write to you with our findings and our proposed outcome. This may include:

An explanation of what happened and why. An apology where we accept that our service fell below our standards. Details of any corrective actions we have taken or will take to prevent a recurrence. Where appropriate and in line with our terms and conditions, an offer of a financial remedy or contribution, especially in relation to confirmed damage or loss that falls within our responsibility.

If your complaint relates to matters that are better handled through insurance, we will explain the process for submitting an insurance claim and the information you may need to provide.

If You Are Not Satisfied

If you are unhappy with our initial response, you may request a further review. In your request, please explain which parts of our response you disagree with and provide any additional information that you believe has not been considered.

A manager or senior member of the team, who was not directly involved in the original investigation where possible, will review your complaint, the steps taken, and the outcome offered. We will then provide a final response setting out our position and the reasons for our decision.

Serious Incidents and Urgent Concerns

Where there is an urgent issue on the day of your move, such as serious damage, safety concerns, or a major disruption to access, we encourage you to raise this immediately with the team on site. Prompt reporting gives us the best chance to mitigate any ongoing impact. Formal complaints can still be made afterwards, but early notification can assist in gathering clear information and evidence.

Recording and Learning from Complaints

Man and Van Forest Gate records complaints and the outcomes of investigations to monitor patterns and identify areas for improvement. We review these records regularly to adjust training, update procedures, and strengthen our planning for local moves and removal services. This helps us maintain a consistent standard of service for customers in our operating area.

By following this complaints procedure, we aim to handle every concern fairly, consistently, and within a reasonable timescale, while using your feedback to enhance the quality of our man and van and removal services.



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Contact us

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

Street address: 23 Kitchener Rd
Postal code: E7 8JN
City: London
Country: United Kingdom

Latitude: 51.5432310 Longitude: 0.0275920
E-mail:
[email protected]

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