Complaints Procedure for Man With a Van Surrey

Man With a Van Surrey is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and promptly.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and transparent process for raising complaints about our man and van and removal services. It sets out what we consider a complaint, how you can contact us, how we will handle your case, and what you can expect from us throughout the process.

This procedure covers issues related to bookings, communication, punctuality, conduct of staff, handling of goods, loss or damage, and the overall quality of the moving service you receive.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services, whether justified or not, that requires a response. This may include, but is not limited to:

Poor communication before, during or after your move
Late arrival or failure to attend a booked moving job
Concerns about the attitude, behaviour or professionalism of our team
Damage to property, belongings, or premises during loading, transport or unloading
Disputes about charges or the scope of work carried out
Any other aspect of the service that did not meet your reasonable expectations

We encourage you to raise concerns as soon as possible so that we have the best opportunity to investigate and put things right.

How to Make a Complaint

You can make a complaint in writing or verbally. We recommend submitting your complaint in writing wherever possible, as this helps avoid misunderstandings and allows us to keep an accurate record.

Please include the following information to help us investigate efficiently:

Your full name and the address where the removal service took place
The date of your move and any reference number provided at the time of booking
A clear description of what went wrong and when it happened
Details of any damage, including photographs if available
Names or descriptions of any staff members involved, if known
What outcome you are seeking, such as an apology, explanation, or compensation

If you raise your complaint verbally, we may ask you to confirm key points in writing so that we can ensure we have understood your concerns correctly.

Time Limits for Raising a Complaint

To allow us to investigate fairly and accurately, we ask that you raise any complaint as soon as reasonably possible after the event. In cases involving alleged loss or damage to goods, you should notify us as soon as you become aware of the issue.

Delayed reporting can make it more difficult to establish what happened and may affect the remedies that are available, particularly where goods have been moved, used, or further handled after the move.

How We Handle Complaints

When we receive your complaint, we will follow a structured process to ensure a consistent and fair approach:

1. Acknowledgement
We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will provide you with the name or position of the person handling your case and a provisional timescale for our response.

2. Investigation
We will review the details you have provided, speak to the staff involved, examine job records, and, where relevant, consider photographs or other evidence. If we need more information from you, we will contact you to clarify any points.

3. Response and Outcome
Once our investigation is complete, we will provide a written response setting out our findings, any factors that affected the situation, and the conclusion we have reached. Where appropriate, we may offer one or more of the following:

An explanation of what happened
An apology where we have fallen short of our standards
Corrective action, such as staff training or changes to procedures
A goodwill gesture, which may include partial or full reimbursement where appropriate and in line with our terms and conditions

Timeframes for Responses

We aim to deal with all complaints as quickly as possible. While the exact time will depend on the complexity of the case, our general approach is as follows:

We will acknowledge your complaint within a reasonable period from receiving it.
We aim to provide a full written response after acknowledgement, although more complex cases may take longer. If additional time is needed, we will keep you informed of progress and revised timeframes.

Our priority is to carry out a thorough investigation and provide a considered and fair outcome, rather than rush to a conclusion.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for the decision to be reviewed. Your case will then be reassessed, taking into account any new information you wish to provide. We will confirm the result of this review and whether our original decision is upheld or adjusted.

Once this internal review has been completed and our final position communicated, we will consider the complaint closed.

Our Commitment to Continuous Improvement

We treat all complaints seriously and view them as an opportunity to improve our man and van and removal services. We periodically review feedback and complaint trends to identify any recurring issues. Where patterns are identified, we may update our training, procedures, or guidance for staff to reduce the likelihood of similar problems arising in the future.

By following this Complaints Procedure, Man With a Van Surrey aims to ensure that every concern is handled respectfully, diligently, and with a genuine commitment to resolving matters wherever possible.