Complaints Procedure

Complaints Procedure For Man and Van Teddington

This complaints procedure explains how Man and Van Teddington handles any concerns or dissatisfaction with our man and van and removal services. We aim to resolve issues quickly, fairly and transparently, and to use feedback to improve how we operate.

Our Commitment To You

We want every customer to be satisfied with our moving and transport services. If something goes wrong, we are committed to:

Listening carefully to your concerns and treating you with courtesy and respect.

Investigating the matter thoroughly and impartially.

Responding within reasonable and clearly stated timeframes.

Putting things right where we have made a mistake, where reasonably possible.

Using complaints to review and improve our working practices and staff training.

What Counts As A Complaint

A complaint is any expression of dissatisfaction from a customer or potential customer about our services, whether justified or not. This may include issues such as:

Concerns about punctuality on the day of the move or collection.

Disagreement with the standard of packing, loading, unloading or delivery.

Damage to property or belongings during a removal or transport service.

Misunderstandings about pricing, quotes, or additional charges.

The conduct, attitude or behaviour of our drivers, porters or office staff.

Problems with communication or administration relating to your booking.

We encourage you to raise your concerns as soon as possible so that we can address them promptly.

Stage One: Informal Resolution

In many cases, concerns can be resolved quickly and informally. If an issue arises during your move or shortly afterwards, please first speak to the team member in charge on the day, such as the driver or team leader. They will do their best to resolve matters immediately, for example by adjusting how your items are handled or clarifying any practical misunderstandings.

If the matter cannot be resolved on the day, or you remain dissatisfied, you may ask for your concern to be reviewed by our office. Please provide your name, service date, service address, and a clear explanation of what happened and what outcome you are seeking. The more detail you can give, the easier it is for us to investigate.

Stage Two: Formal Complaint

If you are not satisfied with the informal response, or if the matter is more serious, you may make a formal complaint. When submitting a formal complaint, please include where possible:

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

The date and approximate time of the job.

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

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

Photographs or supporting information, especially where damage to goods or property is alleged.

We may ask for further information if needed to fully understand the situation.

How We Investigate Complaints

Once we receive a formal complaint, we will:

Acknowledge that we have received your complaint within a reasonable timeframe.

Assign the complaint to a person who has not been directly involved in the issue wherever possible, to ensure fairness.

Review the booking details, any relevant paperwork or notes, and speak with the staff who carried out the service.

Consider any photographs, messages or other evidence that you provide.

Assess whether our service met our own standards, industry norms and any confirmed agreement with you.

We may contact you to clarify details or ask further questions as part of the investigation.

Our Response And Possible Outcomes

After we have investigated your complaint, we will provide a written response setting out:

Our understanding of your complaint.

What we have investigated and the information we considered.

Our findings and conclusions.

Any steps we propose to take to put matters right where appropriate.

Depending on the circumstances, outcomes may include an apology, an explanation, service improvements, or where justified and within our terms and conditions, a financial gesture such as a partial refund or contribution towards repair or replacement. Any such remedies will be considered on a case by case basis and in line with our contractual terms and limitations.

Time Limits For Complaints

To help us investigate effectively, we ask that complaints about our man and van or removal services are raised as soon as possible and normally within a reasonable period after the service date. Delays in reporting may affect the availability of evidence, witness recollection and the condition of any allegedly damaged items, which can limit what we are able to do.

Claims For Loss Or Damage

If your complaint involves alleged loss of or damage to belongings or property, please:

Inform us as soon as you become aware of the issue.

Preserve the item and any relevant packaging where possible.

Take clear photographs of the damage.

Provide any purchase details or valuations if available.

We will review these details in line with our terms and conditions, which may set out limits of liability, excluded items and any requirements for protection or packing. Our assessment will take into account these conditions and the information you provide.

If You Remain Dissatisfied

If, after receiving our final response, you remain unhappy, you may request a further review of how your complaint was handled. Any further review will focus on whether our process was fair, reasonable and consistent with this procedure. While we cannot guarantee a different outcome, we will always consider whether anything more can reasonably be done.

Using Feedback To Improve Our Service

Every complaint is treated as an opportunity to learn. We regularly review complaints and feedback relating to our man and van and removal work to identify patterns, improve training, update procedures and strengthen communication with customers. Our goal is to reduce the likelihood of problems recurring and to maintain a reliable, professional moving service.

Updates To This Procedure

Man and Van Teddington may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice. The most current version will apply to any new complaints raised.



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The best rates and the best man and van Teddington service in town

If you are looking for a reliable man and van service to help you with any kind of move, we are the one. As one of the most reputed companies, we constantly strive to improve our service and provide better customer satisfaction to our clients in TW11. We have gradually expanded our area of expertise to cater for all aspects of a property move and can customize our moving packages according to your respective needs. Above all, our prices have consistently remained affordable and competitive, so you know you will always get a good deal with our man and van Teddington!

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

Street address: 129 High St
Postal code: TW11 8HJ
City: London
Country: United Kingdom

Latitude: 51.4274730 Longitude: -0.3278170
E-mail:
[email protected]

Web:
Description: Why we are the best? Because our man and van services in Teddington, TW11 are reliable, efficient and very affordable! Call us now!
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