Complaints Procedure — Marylebone Man with Van

Purpose and Scope

This document sets out the formal complaints procedure for Marylebone Man with Van and related removal and rubbish services. It applies to concerns about service delivery, damage, missing items, delays, or unsatisfactory conduct by personnel during a job. The aim is to resolve issues quickly and fairly, using a transparent process that is easy to understand. Please read these steps carefully so you know what to expect when lodging a complaint.

The procedure covers both standard relocation tasks and any man-and-van rubbish removal assignments. It clarifies responsibilities, response times and potential outcomes. If your matter is urgent, still follow the written process below as it ensures a full record and consistent handling. All reports are treated with impartiality and confidentiality in line with our internal policies.

To help us investigate, include a clear description of the issue, the date and time of service, the job reference if available, and any supporting evidence such as photographs. This information expedites assessment and allows our complaints team to identify the relevant crew, vehicle and paperwork. The more detail provided at the start, the shorter the resolution timeline is likely to be.

How to Submit a Complaint

Complaints should be submitted in writing through the method you used to make your original booking wherever possible. Written submissions create an audit trail. When you send your complaint, please be concise and factual and avoid abusive language; doing so ensures the investigation focuses on facts and outcomes. A clear statement of the remedy you seek also helps frame the investigation and proposals for resolution.

Once we receive your complaint, it will be logged and assigned a reference number for tracking. You can request that number to follow progress but please note that we will not provide personal staff contact details during the process. Our internal team manages communications and will update you at the stages described below.

The initial acknowledgement will confirm receipt within two working days. If your complaint requires immediate safety or operational action, a separate response will be issued swiftly while the full investigation continues. This two-stage approach permits immediate containment where needed and a fuller assessment for final resolution.

Investigation and Timescales

On receipt of a complaint we will: 1. log the issue; 2. gather internal records and witness statements; 3. review any photographic or documentary evidence you provide. Typical investigations are completed within 10 to 20 working days depending on complexity and the need to consult third parties. We will keep you informed if additional time is required, explaining the reasons.

During investigation we may propose interim measures such as crediting part of a fee, arranging a follow-up visit to inspect alleged damage, or scheduling remedial work. Neither party is bound to accept interim proposals; they are offered to resolve issues while the full review concludes. All proposals are logged and tracked so there is a clear record of offers and responses.

Where a complaint concerns alleged negligence or loss, we will assess liability against documentary evidence such as inventory lists and job notes. If the matter involves third-party property or consignments, we may need confirmation from external recipients or suppliers as part of the fact-finding process.

Outcomes and Remedies

Possible outcomes include: acceptance and offer of remedy (such as repair, replacement or a partial refund), mediation where appropriate, or a formal explanation if the complaint is not upheld. Remedies are proportionate to the loss and based on evidence rather than estimates. Any agreed settlement will be recorded and considered final once both parties sign off.

Every outcome letter will explain the basis of the decision and the rationale for any remedy or rejection. If you disagree with the outcome, you can request a review by a senior manager within our complaints administration. This request must be made within 14 days of receipt of the outcome letter and should set out the grounds on which you seek a review.

If the review does not produce a satisfactory resolution, the decision letter will set out any available independent dispute options such as arbitration or an industry ombudsman where applicable. Such escalation is uncommon but is available in defined cases. All escalation routes depend on the details and nature of the complaint and the terms under which the service was provided.

Record-Keeping and Confidentiality

We retain complaint records centrally for a defined retention period to ensure consistent service improvement. Records include your submission, investigation notes, evidence gathered, and the final resolution. Access to these records is limited to authorised staff involved in handling the complaint. Personal data is processed in line with data protection obligations and retained only as long as necessary.

All personnel are trained to handle complaints sensitively and to avoid escalation where possible. Staff are expected to provide clear, factual accounts during investigations. Repeated or abusive complaints may be managed under a separate conduct policy to protect staff welfare while ensuring legitimate concerns are addressed.

We treat complaints as an opportunity to improve procedures, training and operational standards. Patterns of recurring issues are analysed and changes implemented where practical. This continuous improvement approach supports better outcomes for future clients of Marylebone Man with Van and related rubbish removal or man-and-van services.