Complaints Procedure

Man and Van Bow Complaints Procedure

Man and Van Bow is committed to providing a reliable and professional removal service for customers arranging local moves, small house moves, flat relocations and item collections. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and consistent process for dealing with complaints about our man and van and removal services. It aims to make it easy for you to tell us when something has gone wrong, to ensure that we investigate appropriately, and to help us learn from feedback so we can improve the way we work.

This procedure applies to all services provided by Man and Van Bow, including but not limited to local removals, part loads, single-item moves, packing assistance, and related transport services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service. This may include, for example:

Delays or missed arrival times for a booking.

Concerns about the conduct, attitude, or professionalism of our drivers or porters.

Issues relating to the care taken when handling, loading, transporting or unloading your belongings.

Disputes about charges, quotations, waiting times, parking costs or additional services.

Problems with communication or the information you received when booking your removal service.

We encourage you to raise your concern as early as possible so that we have the best chance of resolving it quickly and informally.

How to Make a Complaint

You can raise a complaint in writing or verbally. We recommend sending your complaint in writing wherever possible so that there is a clear record of the issue and the details you have provided.

When submitting a complaint, please include the following information so we can investigate effectively:

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

The date and approximate time of the booking or service.

Your booking reference if it was provided to you at the time of booking.

A clear description of what went wrong and what outcome you are seeking.

Details of any previous contact you have had with us about the same issue.

If your complaint involves potential damage to items or property, please also describe the items affected and the nature of the damage, and mention if you have any photographs or supporting evidence available.

Timescales for Raising a Complaint

For service quality issues, such as punctuality, conduct or handling of goods, we ask that you raise your complaint as soon as possible and within 14 days of the date of service. Complaints about alleged loss or damage to items should be raised within 7 days of the move wherever possible. Prompt notification helps us to investigate efficiently while the details of the job are still recent and records are readily available.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and acknowledge it. Our acknowledgement will confirm that we have received your complaint and provide an outline of the next steps in the process. At this stage we may request additional information to help us understand the issue more clearly.

Stage 2: Investigation

An appropriate member of our team will review your complaint. As part of the investigation, we may:

Check booking records, job sheets and any notes recorded by the driver or office staff.

Speak with the team members who carried out your move or handled your booking.

Review photographs or other supporting evidence you have provided.

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

Our aim is to conduct this investigation fairly, objectively and without unnecessary delay.

Stage 3: Response and Outcome

After the investigation is complete, we will send you a written response setting out the outcome. This response will usually include:

A summary of the complaint issues you raised.

An explanation of the information we considered during our investigation.

Our findings in relation to each key point.

Any proposed resolution or actions we will take.

Where we uphold your complaint in full or in part, possible outcomes may include a written apology, clarification of information, remedial action on a future booking, or, where appropriate and in line with our terms and conditions, a goodwill gesture or contribution towards proven loss or damage. Any offer will take into account the specific circumstances of the case.

If You Are Unhappy With the Outcome

If you are not satisfied with our response, you can request that your complaint be reviewed again. In doing so, please explain which aspects of the response you disagree with and provide any further information that you feel may not have been considered. We will then arrange for a further review, which may be carried out by a different person or by a more senior member of the team where possible.

Following this further review, we will issue a final response. At that point, our internal complaints procedure will be considered exhausted.

Claims for Loss or Damage

If your complaint relates to alleged damage or loss of items during a move, your rights and our responsibilities will be governed by our terms and conditions and any applicable insurance arrangements in place at the time of your booking. This complaints procedure does not override those terms, but sits alongside them to ensure that any concerns are reviewed fairly and consistently.

We may ask you to provide evidence of any loss or damage, such as photographs, purchase receipts, or repair estimates. This information will help us to assess your claim in a fair and proportionate manner.

Our Commitment to Continuous Improvement

Man and Van Bow treats all complaints as an opportunity to improve. We regularly review the issues raised and the outcomes of investigations to identify patterns and areas where our removal services, staff training, communication or operational processes can be strengthened. By doing so, we aim to reduce the likelihood of similar issues arising for future customers.

By using our services, you agree that complaints will be handled in line with this procedure and any relevant terms and conditions in place at the time of your booking. This document is intended to be transparent, easy to understand and fair to both you as the customer and to Man and Van Bow as your service provider.



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Best Prices on Man and Van Bow Services!

Thanks to our man and van Bow team, you can get the lowest prices on the market. We work to ensure you not only enjoy the highest quality of professional moving services, but the best prices at the same time. Because we tailor all of our packages to suit every customer, you’ll never pay for services you don’t need. Added to this, we drive down the cost of the removals services you need most in E3. All it takes is one phone call to our offices and we’ll both provide you with a free quote and start the process of assembling the best options needed for you and your move.

Transit Van 1 Mаn
Per hour /Min 2 hrs/ 60
Per half day /Up to 4 hrs/ 240
Per day /Up to 8 hrs/ 480

Contact us

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

Street address: 17 Nelson Walk
Postal code: E3 3FR
City: London
Country: United Kingdom

Latitude: 51.5234350 Longitude: -0.0140220
E-mail:
[email protected]

Web:
Description: Are you in need of quality man and van services in Bow, E3? Look no further! Jump straight to the phone and give us a call now! You will be impressed!
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