Complaints Procedure

Marylebone Man and Van Complaints Procedure

Marylebone Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a smooth and efficient moving experience, whether you are relocating home, office or placing items into storage. When you tell us you are unhappy with any aspect of our service, we will treat your complaint seriously and use it as an opportunity to improve. Our key commitments are:

We will listen carefully to your concerns and treat you with respect and courtesy at all times. We will investigate complaints thoroughly and objectively. We will respond within clear timescales and keep you informed of progress. Where we have made a mistake, we will acknowledge it and take reasonable steps to put matters right.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Marylebone Man and Van, whether during booking, on moving day or after completion of the job. This may include, for example:

Concerns about how a move was planned or carried out. Issues relating to the conduct, attitude or punctuality of our staff. Disputes over charges, payments or quotations. Concerns about the handling, packing, transport or delivery of your belongings. Any other matter where you feel we have failed to meet our agreed service or reasonable expectations.

You can raise a complaint even if you are not sure whether the problem could have been avoided. If it matters to you, it matters to us.

How to Make a Complaint

You can raise a complaint by contacting us using your usual method of communication with Marylebone Man and Van, or by writing to us to explain your concerns. Please provide as much detail as possible so that we can investigate fully. It is helpful if you include:

Your full name and any reference, booking or invoice number connected with the move. The date of your move and the collection and delivery locations. A clear description of what went wrong and when it happened. Details of any conversations you have already had with our team about the issue. Any supporting information you consider relevant, such as photographs or an inventory of items affected.

Please raise your complaint as soon as possible after the issue arises. In the case of damage, losses or similar concerns, letting us know promptly can make it easier for us to investigate and offer appropriate solutions.

Stage One: Initial Review and Response

Once we receive your complaint, we will record it and allocate it to an appropriate member of our team for review. We aim to acknowledge your complaint within a reasonable period and to confirm that we are looking into the matter.

During this first stage, we may contact you to clarify any points, request further information or discuss your expectations. We will then review the details of your move, speak with the staff members involved and consider any relevant documentation.

After this initial review, we will provide you with a response explaining our findings and, where appropriate, proposing a resolution. This may include an apology, corrective action for future bookings, or, if applicable, a suitable form of redress in line with our terms and conditions.

Stage Two: Further Investigation

If you are not satisfied with the outcome of Stage One, you may request that your complaint is reviewed at a more senior level. Please explain why you remain unhappy and what outcome you are seeking.

A senior member of the Marylebone Man and Van team will carry out a fresh review of your complaint, taking into account the original investigation, your comments and any further information provided. We may contact you again during this stage to discuss specific points or to ask for clarification.

Following this further investigation, we will send you a written outcome setting out our final position on your complaint and the reasons for our decision.

Timescales

We aim to handle all complaints promptly and fairly. While timescales can vary depending on the complexity of the matter, we will always seek to:

Acknowledge receipt of your complaint within a reasonable period. Complete our Stage One review and respond as soon as is practical. Undertake any Stage Two review without unnecessary delay and inform you of our final decision.

If, for any reason, we need more time to investigate your complaint fully, we will let you know and explain the reasons for the delay.

Possible Outcomes and Remedies

The outcome of a complaint will depend on its nature and the findings of our investigation. Where our service has fallen short, we may offer one or more of the following:

An explanation of what went wrong and why. A formal apology. Practical steps to correct an error where possible, for example arranging a follow-up visit or collection. A gesture of goodwill or other form of redress, where appropriate and in line with our contractual obligations and any applicable limitations.

Our aim is always to resolve complaints in a way that is fair and proportionate, taking into account the circumstances of the move and the services originally agreed.

Using Your Feedback to Improve Our Service

Your feedback plays an important role in helping Marylebone Man and Van maintain and improve the quality of our removals and man and van services. We regularly review complaints to identify recurring issues, trends and opportunities to enhance our training, procedures and communication with customers.

By telling us when something has gone wrong, you assist us in refining the way we plan moves, protect belongings, manage time and interact with customers before, during and after moving day.

Keeping Records

We keep a record of complaints and how they were resolved. This enables us to monitor our performance, demonstrate that concerns are taken seriously and show that we are committed to responsible and transparent service delivery across our removal and transport work.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and consistent with our dedication to high standards in the removal and man and van sector. We may update it from time to time to reflect changes in our services or business practices. The version published here is the procedure currently in force for all customers of Marylebone Man and Van.