Greenwich Man and Van Complaints Procedure

This Complaints Procedure explains how Greenwich Man and Van handles any concerns or complaints about our services. It applies to all customers using our removal and man and van services, including home moves, office moves, packing assistance, and transport of belongings.

We are committed to providing a reliable, professional service and to resolving any problems promptly and fairly. This page sets out how to raise a complaint, how we will respond, and what you can do if you remain dissatisfied.

Our commitment to customers

Our aim is to carry out every move safely, on time, and in line with what has been agreed with you. If something goes wrong, we want to know about it so we can put it right where possible and improve our service for the future.

When you submit a complaint, we will treat you with respect, listen carefully to your concerns, and keep you informed while we investigate. We will also make sure that your complaint is handled by someone with the appropriate knowledge and authority to deal with it.

What this complaints procedure covers

This procedure covers complaints about the services provided by Greenwich Man and Van, including:

Issues with collection or delivery times, conduct or behaviour of staff, handling or transport of your items, standard of packing or loading, accuracy of information given before or during your move, and billing or invoicing concerns related to our work.

It does not cover complaints about services provided by other companies, or situations that are outside our control, such as access restrictions that were not disclosed, road closures, or extreme weather events. However, even where matters are outside our control, we will always try to explain clearly what has happened and what options are available.

How to make a complaint

If you are unhappy with any aspect of our service, please raise the issue as soon as possible. Many problems can be resolved quickly by speaking to the team on the day of your move or by contacting our office to discuss the situation informally.

If you feel that your concern has not been resolved, or you prefer to make a formal complaint straight away, you should provide the following information so that we can investigate properly:

Your full name, any reference or booking details that relate to your move, the date and location of the service, a clear description of what has gone wrong, and any evidence or supporting details that may help, such as photographs or item lists.

You may submit your complaint in writing or by speaking with a member of our office team, who will record the details on your behalf. We encourage written complaints where possible, as this helps to avoid misunderstandings and ensures that we have a clear record of your concerns.

Timescales for raising a complaint

We ask that you raise any complaint as soon as reasonably possible after the service has taken place. For issues involving possible loss or damage to items, you should notify us as soon as you become aware of the problem so that we can investigate while information is still fresh and evidence can be gathered.

Delays in reporting a complaint may affect our ability to investigate fully, particularly where third parties or storage facilities are involved. However, we will always do our best to review any concern that you bring to our attention.

How we will handle your complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will review the details, check relevant records such as booking information and job sheets, and speak with any team members who were involved in your move.

Where appropriate, we may contact you to ask for further information or clarification. This helps us understand exactly what has happened and what outcome you are seeking. We will then consider the facts, our contractual obligations, and any applicable terms and conditions.

We aim to provide a clear written response within a reasonable period. If the matter is complex or requires longer investigation, we will let you know and keep you updated on progress.

Possible outcomes and remedies

Following our investigation, we will explain our findings and any action we propose to take. Depending on the nature of the complaint, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding, an apology where our service has fallen below the standard you should reasonably expect, corrective action such as updating procedures, further staff training, or improvements to how we plan and execute moves, and where appropriate, consideration of compensation or a partial refund in line with our terms, conditions, and any applicable limits of liability.

Any offer of compensation or remedy will depend on the circumstances of the case, including the evidence available and the responsibilities set out in our service agreement with you.

If you are still dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for a further review. This will involve a more senior member of our team re-examining your case, the original decision, and any additional information you wish to provide.

We will then issue a final response, explaining whether our original decision is upheld or varied, and why. This stage concludes our internal complaints process.

Using your feedback to improve our service

Greenwich Man and Van uses complaints and customer feedback to help improve the way we plan, manage, and deliver moving services. We regularly review the types of issues raised to identify patterns, such as timing concerns, packing standards, or communication before or during moves.

Where we identify areas for improvement, we may update staff training, refine our booking and survey process, change how we protect and secure items in transit, or adjust our scheduling and resource planning. Our aim is to reduce the likelihood of problems occurring and to make the moving experience smoother for all customers.

Confidentiality and data protection

All complaints are handled in confidence and shared only with those who need to be involved in the investigation and resolution. We handle any personal information you provide in line with applicable data protection principles and use it only for the purpose of managing your complaint, reviewing our performance, and meeting our legal and contractual obligations.

By following this Complaints Procedure, Greenwich Man and Van seeks to address issues fairly and consistently, support customers throughout the process, and maintain high standards across our removal and man and van services.