Gentleman & A Van Anmeldelser 

Very disappointing experience – damages, incomplete service and poor handling of a serious complaint

I paid over £1,000 for my move with A Gentleman and a Van, and unfortunately the experience was extremely disappointing.

Several of my belongings were damaged during the move, including a dented fridge, a scratched OLED screen, crushed plants, a broken clothes rack and damaged IKEA wardrobe panels. I had purchased insurance and declared the value of my belongings at £80,000, so I am currently pursuing a claim for these damages.

The service also included dismantling and reassembling furniture, yet the IKEA wardrobes, TV and bookshelves were left unassembled at the new property. I am now having to seek compensation for a service I paid for but did not receive. The explanation subsequently given was that there wasn’t sufficient space to assemble the wardrobes, although I dispute this account and, importantly, I never requested that the hallway be kept clear.

There was also an incident involving one of the crew members which I found completely unacceptable. He repeatedly asked to use the toilet at both properties, which I allowed. However, after using them, he left urine on the bathroom floor and across the toilet seat, as well as faecal residue, leaving me to clean both bathrooms after the move. There were two witnesses to what happened.

What has been particularly disappointing is how this complaint has subsequently been handled. The crew member denied the allegation, and the company has therefore described it as a “he said, she said” situation. While I understand that the company needs to speak to its employees and investigate complaints, I find it very concerning that a serious complaint about someone’s behaviour inside a customer’s private home can effectively be reduced to this simply because the employee denies it. I have absolutely no reason to invent something like this.

Overall, I expected a much higher level of professionalism from a company entrusted to enter and handle someone’s home and belongings. The combination of damaged property, an incomplete service and the way a serious complaint was handled has left me extremely disappointed.

I would strongly recommend that the company reviews both its service standards and the way it handles customer complaints.

Could not recommend these guys more. Amy in the office was incredible; so efficient, knowledgeable and just lovely. Our original movers cancelled on us two days before our move, we thought we’d been clever and found cheap ones but they had so much small print it was going to work out double the quote. When questioned, they cancelled. We called these guys and Amy immediately came to the rescue (miraculous they had availability!!) within half an hour she’d organised our entire move, sent packers over to help and turned the most nightmare situation into a total triumph. Sam, Nic, Tom, Garry, Max, Taylor and the rest of the team were The Dream. So calm, capable, organised and knew exactly what they were doing. The safest possible hands and the nicest possible guys. They have totally transparent pricing which worked out basically the same as our dodgy ‘cheap’ ones and it was so fair for the level of professionalism and effort. I will never use anyone else again and am eternally grateful. THANK YOU for the best start to our new chapter 💙

We had Sergio and Josh this week help us and they were so helpful super lovely boys really uplifting and maids The moving so much more fun and easier really great experience. Will definitely use both of the boys again.

I had a great experience with this removal firm. Everyone I dealt with was efficient and friendly, from making the booking to moving day. They kept me fully informed about their expected arrival time and even called ahead to let me know they could start earlier if it was convenient for me which was greatly appreciated. Their communication, professionalism, and helpful attitude made the whole process smooth and stress free. I would happily recommend them to anyone looking for a reliable and customer focused removal service.

Easy to book through Amy and friendly crew who worked hard to get the job done even though van was a little small.

Nick & Billy did an amazing job on our move - they were so efficient and friendly and made the whole experience a lot easier. Definitely the best movers we’ve ever used.

Its the second time i have used you and it has been brilliant each time. Thank you! See you again in 4 months time after the renovation project is complete :)

Impressive service! On time, polite crew, and fast while being careful. Would recommend them to anyone.

Repeat customers. Always an amazing service. Punctual, helpful and friendly. Nothing is ever too much trouble. Thank you as always!

Unreal experience. Made moving homes the most easy and pleasant experience. Will highly recommend to anyone looking to move in London! Will be using again

Words cannot express the gratitude I have for this company! Highly professional from beginning to end, office staff and removal team alike.

The job was very well priced and everything went smoothly. I'm sure that Gentleman & Van cannot be beaten! Thank you!

I highly recommend Gentleman & A Van!
Luke and Nick were very efficient from landing a hand in disassembling furniture to packing the van like Tetris and it really made the whole moving process stress free. Much appreciated and I will definitely use the service again!

I was walking up the pavement and one of their vans was parked on it, completely blocking it. At right angles to it was another of their vans, but parked on the road with a small gap to walk through. No one on a mobility scooter, someone pushing a pram or anyone with mobility issues would be able to get through. I told one of the staff that their parking was awful. There were about four of them nearby, they all just all laughed. “Yeah, sorry about that” one of them said while laughing. Please tell why you call yourselves gentlemen?

Turned up spot on time and were very quick and efficient. No fuss nothing too much trouble

Very fast, but destroyed the new paint on my walls, lots of marks up stairs.

Didn’t put anything down on the stairs to the basement, so the cream carpet got a battering.

Apart from that nice chaps, very friendly and worked really hard. Would use again, but need to monitor how they do it.

Excellent service from start to finish- they were able to book us in last minute with prices stated upfront. The moving team were punctual, friendly, worked efficiently and took care with our items. Reasonably priced as well. Highly recommended.

We repeatedly come back to Gentleman and a van - always friendly, helpful and tidy!

Top class service! Very quick, very careful and very helpful! Couldn't fault the service.

They are real gentlemen! Very helpful, nice and quick. Everything went smoothly, I will choose this company again and again.

Wonderful team led by Tony on the day and coordinated by Terance. They were able to squeeze me in with a few days notice. Tony is very experienced so it was a very smooth and stress-free operation overall during the day with his and his team's help. Thank you again!