Complaints Procedure
Complaints Procedure for Man with Van Surrey Quays
Man with Van Surrey Quays is committed to providing a reliable, professional and efficient removal and transport 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 what you can expect from us at each stage.
Our Commitment to You
We aim to offer a straightforward, transparent process for resolving any dissatisfaction with our service. Our goals when handling complaints are to:
Listen carefully to your concerns and understand the issue in full.
Respond promptly, politely and objectively.
Investigate matters thoroughly and fairly.
Provide a clear explanation of the outcome and any actions we will take.
Use feedback to improve our removal and man and van services for future customers.
What This Procedure Covers
This procedure applies to complaints relating to our man and van and removal services, including but not limited to:
Domestic and small business moves.
Collection and delivery of items.
Punctuality, conduct or behaviour of our drivers or team members.
Condition of vehicles or equipment used.
Service quality, including loading, unloading and handling of belongings.
Charges, invoicing and agreed quotations for our services.
It does not cover employment or contractor disputes, which are handled under separate internal processes.
Raising an Informal Concern
Many issues can be resolved quickly and informally. If you are unhappy with any aspect of our service during your move or shortly after, please raise the matter directly with the driver or team on site where possible. They may be able to correct the problem immediately, such as adjusting how items are handled, clarifying agreed work, or revisiting an address or drop-off point.
If the issue cannot be resolved on the day, or you remain dissatisfied, you are encouraged to make a formal complaint so that it can be fully investigated.
How to Make a Formal Complaint
To help us investigate your concerns efficiently, please provide the following information when making a formal complaint:
Your full name and the address where the service was provided.
The date of your move or booking and, if known, your booking reference.
A clear description of what went wrong, including relevant times and locations.
Names or descriptions of any staff members involved, if known.
Details of any loss, damage or additional costs you believe you have incurred.
Copies of any supporting documents you may have, such as photographs of damage, inventory lists, quotes or invoices.
Please submit your complaint to us in writing. Written complaints help ensure that details are recorded accurately and can be reviewed carefully by our management team.
Time Limits for Making a Complaint
We ask that you notify us of any concerns as soon as reasonably possible so we have the best opportunity to investigate and put things right. For physical damage to items or property, we recommend that you contact us within 48 hours of the service being completed, where practical. Complaints raised later may still be considered, but our ability to investigate fully could be reduced.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint as soon as we reasonably can. At this stage we may ask for any further information or evidence that would help us investigate.
Investigation: A member of our management team will review your complaint impartially. This may include speaking to the staff involved, checking job records, reviewing photographs or other documentation, and, where relevant, considering any applicable terms and conditions of service.
Interim Updates: If the investigation is likely to take longer than usual due to complexity or the need to gather further information, we will let you know and provide an estimated timescale for a full response.
Outcome: After the investigation is complete, we will provide a written response explaining:
Our findings in relation to your complaint.
Whether your complaint has been upheld in full, in part, or not upheld.
Any steps we have taken or propose to take to address the issue, which may include an apology, a service remedy, recommendations to staff, or changes to our procedures.
Possible Remedies
Where we find that our service has fallen below the standards we aim to provide, we will consider appropriate remedies. These may include:
A clear explanation of what went wrong and why it happened.
A sincere apology for any inconvenience or distress caused.
Corrective action, such as revisiting a property or completing agreed work.
Service improvements or staff training to help prevent similar issues in future.
Any financial remedies will always be considered in line with our terms and conditions and any agreed limits of liability.
Your Responsibilities
To help us manage complaints fairly for all customers, we ask that you:
Provide accurate and complete information about the issue.
Treat our staff with courtesy and respect throughout the process.
Allow a reasonable amount of time for us to investigate and respond.
Engage constructively with any proposed solutions or next steps.
Learning from Complaints
We view complaints and feedback as an important part of continually improving our man and van and removal services. All complaints are logged and reviewed to identify patterns, training needs and opportunities to enhance the customer experience. Where appropriate, we will update our working practices, staff guidance or service terms as a result.
Policy Review
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will be reflected on this page. By using our services, you acknowledge that you have had the opportunity to review the key terms under which we handle complaints and feedback.
If you would like further clarification about this Complaints Procedure or how it applies to your situation, you may contact us in writing and we will be happy to explain the process in more detail.
