We had arranged for a move with the company. Upon the arrival of the van we realised it was too tall to enter the mews where we live. We had been given no explicit choice of a van and had had no chance to describe the mews - besides most vans usually fit.This would have been okay, problems like this are expectable. We were told that if we re-scheduled the pick up we needed only to pay a £130 surcharge to cover for the gas. However, if we did not re-schedule the pick up, we would have to pay for everything in full without getting the service. Naturally, we asked to re-schedule.The driver then proceeded to say he had no availability to return with the adequate van, both he and the lady in the office refused to re-schedule the pick up resulting in us having to pay the full amout without receiving the service.We asked *repeatedly* to have the service re-scheduled but this was denied on grounds that it was too long a trip for the driver and it wasn't worth it. It is quite obvious that the re-scheduling was denied in bad faith in order to collect the money for a service that was not provided.Quite unfortunately this will result in further financial loss because we will need to hire a different company to provide the service that was denied to us in bad faith. This abhorrent behaviour resulted in an anxiety crisis for my wife, showing the blatant disregard of the company towards the well being of their costumers. Please save your money and hire someone else.About the response: it's good that your clients can see the complete admission of guilt behind the terms and conditions. We did not ask the driver to re-schedule for the next day, he simply said he would not come back at any time and that was that. It was a bad-faith exploitation of your terms and conditions and this is obvious for any reader. Let them be the judge of whether you are a trustworthy service.
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Find My Man and Van is a managed marketplace that provides pre-vetted man and van services across the UK.
We operate a single, central platform that connects customers directly with trusted local operators, while maintaining oversight of service standards, availability, and booking experience.
Unlike directories or comparison sites, we do not list open options for users to evaluate independently.
Every booking is handled through our platform, with service providers operating within defined quality, pricing, and availability controls.
Our role is to make booking a man and van service simple, reliable, and consistent.
Customers receive clear service options, transparent pricing, and direct booking without needing to compare multiple external providers.
We focus on short-notice moves, local transport, and flexible van services in major UK cities, supporting thousands of bookings each month through a unified marketplace experience.See more