Complaints Procedure for Man with Van Surrey

This complaints procedure explains how customers can raise concerns about Man with Van Surrey and how those concerns will be handled. It applies to all services we provide, including man and van bookings, home removals, office moves, and related transport services across our operating area.

We aim to provide a reliable, professional and courteous service on every job. If something goes wrong, we want to know about it so that we can put it right where possible and improve our service in the future.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising complaints about our services. It sets out how to submit a complaint, what information we need, the steps we take to investigate, and the timescales you can expect for our response.

This procedure is designed to be accessible, transparent and easy to follow. Using this process will help us resolve issues efficiently and ensure your concerns are properly recorded and reviewed.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This may include, for example:

Dissatisfaction with the quality of a removal or man and van service. Concerns about punctuality, conduct or attitude of our staff or drivers. Issues with how your belongings were handled, loaded, transported or unloaded. Disputes regarding charges, quotes or invoicing. Concerns about communication, including booking confirmations, changes or cancellations. Any situation where you feel we have not met the standards you reasonably expected from a professional removal and transport company.

General feedback or suggestions are always welcome, but if you want us to treat your concern as a formal complaint under this procedure, please make that clear when you contact us.

Who Can Make a Complaint

This procedure is open to any customer who has used, or attempted to use, our services, including private individuals, landlords, tenants, businesses and organisations. A complaint can also be made by someone acting on your behalf, provided they have your permission to do so.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make an initial complaint verbally or in writing. If you raise your concern verbally and it cannot be resolved immediately, we may ask you to set out the details in writing so that we can record it accurately.

When submitting a complaint, please provide the following information where possible:

Your full name and the name the booking was made under. The date and approximate time of the service. The collection and delivery addresses for the job. A clear description of what happened and why you are dissatisfied. Details of any damage, loss or delay you wish to report. Any reference number, quote number or other booking details you have. What outcome or resolution you are seeking.

Providing full and accurate information will help us to investigate your complaint more quickly.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge receipt of your complaint within a reasonable timeframe. In the acknowledgement, we will confirm that we have received your complaint and explain the next steps.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of the team who was not directly responsible for any issues you have raised, where possible. The investigation may include:

Reviewing your booking details, job records and any relevant documentation. Speaking with the driver or removal team involved. Considering any photographs, inventory or notes relating to the move. Assessing compliance with our internal procedures and service standards.

We aim to carry out investigations thoroughly, fairly and without unnecessary delay. If we need additional information from you to complete our enquiries, we will let you know.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a written response setting out:

A summary of your complaint. The findings of our investigation. Our decision and the reasons for it. Any proposed resolution, remedy or next steps.

Where we find that we have made a mistake or not provided the level of service you should expect, we will seek to put things right where reasonably possible. This may include an apology, a service review, corrective action, or other practical solutions, depending on the circumstances and any applicable terms and conditions.

Timeframes for Handling Complaints

We aim to resolve most complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex complaints, particularly those involving damage, loss or multiple parties, may take longer to investigate.

If we anticipate that our investigation will take longer than normal, we will aim to keep you informed about progress and expected timescales. Our goal is to keep you updated and avoid unnecessary delays.

Escalation if You Are Not Satisfied

If you are unhappy with our response to your complaint, you can ask for it to be reviewed at a higher level within the business. In your escalation request, please explain why you are dissatisfied with the outcome and what you would like us to consider further.

A more senior member of the team will then review the original complaint, the investigation and the response provided, and will issue a further reply. This will normally be our final position on the matter.

Claims for Loss or Damage

If your complaint involves alleged loss or damage to your belongings during a removal or man and van service, we may ask for additional details to assess your claim. This could include photographs, receipts, or a list of the items involved. Any such claims will also be subject to the terms and conditions that applied to your booking.

We will consider each case on its facts and in line with any agreed limitations, exclusions or valuation arrangements that formed part of the contract for your move.

Continuous Improvement

All complaints are recorded and reviewed regularly. We use the information gathered to identify patterns, improve staff training and update our processes so we can provide a better and more reliable man and van and removals service across our operating area.

By following this complaints procedure, we aim to deal with concerns fairly, consistently and with respect for every customer.