Complaints Procedure

Man with Van Surrey Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about any aspect of the Man with Van Surrey service, including house moves, office relocations, or smaller man and van jobs. Our aim is to handle every complaint promptly, fairly, and consistently, so that any issues are resolved and used to improve our service.

Our commitment to resolving complaints

We recognise that even with careful planning, problems can occasionally arise during a move. When this happens, we want to know about it. We are committed to:

Listening to your concerns and treating you with respect and courtesy at all times.

Investigating complaints thoroughly and objectively.

Providing clear and timely responses, with reasons for any decisions we make.

Putting things right where we have made a mistake, where it is reasonable and appropriate to do so.

Using feedback and complaint outcomes to improve our removals and man and van services for future customers.

What is a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you wish us to investigate and respond. This may relate to, for example:

The standard of packing, loading, unloading, or transportation of your items.

Timekeeping, including late arrival or delays where these were within our control.

The conduct, attitude, or behaviour of our team members.

The accuracy or clarity of our quotations or documentation.

Damage, loss, or handling of your belongings during a move.

Any aspect of our customer service before, during, or after your move.

How to make a complaint

You can make a complaint verbally or in writing. We encourage you to raise any concern as soon as possible after the issue arises so that we can investigate while details are still fresh.

Informal complaints

For minor issues or concerns, you may wish to speak directly with the team on the day of your move, or with our office team shortly afterwards. Many issues can be resolved quickly and informally at this stage, without the need for a formal process.

Formal complaints

If your concern cannot be resolved informally, or you prefer a formal response, you should submit a written complaint. When doing so, please include:

Your full name and, if applicable, the name under which the booking was made.

The date of the service and collection and delivery addresses.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our staff about the issue.

Details of any loss, damage, or additional costs you believe you have suffered.

What outcome you are seeking, if you have a particular resolution in mind.

Timescales for raising a complaint

To allow us to investigate properly, we ask that you raise any complaint as soon as reasonably possible, and ideally within 14 days of the service taking place. Complaints about damage or loss of items should be raised as soon as you become aware of the issue. While we will consider complaints raised after this period, evidence may be harder to obtain and this can limit the options for resolution.

How we handle your complaint

Our process for dealing with formal complaints typically involves the following stages:

Acknowledgement

We will acknowledge receipt of your complaint as soon as we reasonably can. In this acknowledgement, we will confirm that your complaint will be investigated and provide an indicative timescale for our response.

Investigation

A member of our management team will review your complaint. This may involve:

Checking booking records, job sheets, and any relevant photographs or notes.

Speaking with the removal team or driver who carried out your move.

Clarifying any points with you if we need further information.

Reviewing any applicable terms and conditions or service commitments.

Response

Once our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint.

What we have investigated and the evidence we have considered.

Our findings and any conclusions we have reached.

Any steps we propose to take to resolve the matter.

Where appropriate, this may include an apology, an explanation, a service review, or another form of redress that we consider reasonable in the circumstances.

Timeframe for a full response

We aim to provide a full response to most complaints within 14 working days of acknowledging your complaint. If, due to the complexity of the issue or availability of staff, we need more time, we will let you know and provide an updated timescale.

Outcomes and remedies

Where we uphold a complaint, we will seek to reach a fair and proportionate outcome. Depending on the circumstances, this may include:

An explanation of what went wrong and why.

An apology for any inconvenience or distress caused.

Corrective action to improve our processes or staff training.

Practical steps to put things right where possible.

Financial or other redress, where this is appropriate and in line with our terms and conditions.

Dispute resolution and further steps

If you are not satisfied with our final response, you may ask us to review the matter again, providing any additional information or clarification that you believe is relevant. We will consider your request and let you know whether further review is possible and what the next steps will be.

Using complaints to improve our removal services

All complaints, whether upheld or not, are recorded and reviewed by our management team. We use this information to identify patterns, address recurring issues, and improve our moving and man and van services across the areas we cover. By telling us when something has gone wrong, you help us raise our standards for all customers in future.

Policy review

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective, and in line with our legal obligations and service commitments. We may update it from time to time to reflect changes in our operations, feedback from customers, or developments within the removals sector.