Complaints Procedure
Complaints Procedure for Man and a Van Merton
Man and a Van Merton is committed to providing reliable, efficient and polite removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. 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 take all complaints seriously and aim to resolve them fairly and quickly. Every concern is handled with respect, and we use all feedback to review our working practices, staff training and overall customer experience.
We aim to:
Respond promptly to all complaints we receive.
Investigate each issue thoroughly and impartially.
Offer clear explanations and, where appropriate, practical resolutions.
Use your feedback to continuously improve our removal and transport services.
What This Complaints Procedure Covers
This procedure applies to any dissatisfaction you may have with our services, including but not limited to:
Domestic or office removals.
Man and van services, including loading, transport and unloading.
Punctuality, behaviour or conduct of our staff and drivers.
Handling and care of your belongings during collection, transit or delivery.
Administration, quotations, invoicing or booking processes.
We can only accept complaints from the person who booked the service, or someone acting with their express permission.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so we can address it quickly. You can submit a complaint in writing or by speaking with a member of our team.
When you contact us, please provide the following information:
Your full name and the name under which the booking was made.
The date of your move or service, and the collection and delivery locations.
A clear description of what went wrong, including times and details where possible.
Any relevant photographs or evidence of damage, delays or issues.
What outcome you are seeking, for example an explanation, apology, correction of an error or compensation where appropriate.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the event:
For service issues on the day, such as conduct or delays, please tell the driver or our office as soon as you notice a problem.
For damage to items or property, please notify us in writing as soon as possible after discovery.
Complaints made outside a reasonable time frame may be more difficult to investigate fully, but we will still review any concerns you raise.
How We Handle Your Complaint
Our complaints process generally follows three stages: acknowledgement, investigation and resolution.
Stage 1: Acknowledgement
Once we receive your complaint, we will record it in our internal system. We aim to acknowledge your complaint within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint and outline the next steps.
Stage 2: Investigation
A member of our management team will review the details of your complaint. This may include:
Checking booking records, job sheets and any written communications.
Speaking with the driver, porters or office staff involved in your move.
Reviewing any photographs, videos or other evidence you have supplied.
We may contact you if we need further information or clarification to understand what happened.
Stage 3: Response and Resolution
Once we have completed our investigation, we will provide you with a written or verbal response. This will normally include:
A summary of your complaint as we understand it.
Details of our findings following the investigation.
Any action we propose to take, such as an explanation, apology, service correction, remedial work or, where appropriate, a goodwill gesture or compensation in line with our terms and conditions.
We aim to reach a conclusion within a reasonable time. If, for any reason, we need more time, we will let you know and keep you updated on progress.
If You Are Not Satisfied with the Outcome
If you feel that your complaint has not been resolved to your satisfaction, you may request that it is reviewed by a more senior member of our management team. They will reconsider the case, looking at both your original complaint and the way it was handled.
Following this review, we will provide a final response that explains our position and any further steps we are able to take.
Claims Relating to Loss or Damage
Where your complaint involves loss of or damage to items, we will consider it in line with our terms and conditions of service, including any limits of liability or requirements for evidence. You may be asked to provide:
Photographs clearly showing the damage.
Proof of purchase, value or age of items, where appropriate.
Details of any pre-existing damage.
Our aim is always to treat such claims fairly and reasonably, taking into account the nature of the item, the service provided and any agreed conditions at the time of booking.
Confidentiality and Data Protection
All complaints and associated information are handled in confidence. Details of your complaint will only be shared within our organisation with those who need to know in order to investigate and respond. We store and process personal data in line with relevant data protection requirements.
Using Complaints to Improve Our Service
Every complaint is a chance for us to review how we operate. We analyse feedback to identify patterns, areas for improvement and opportunities for additional staff training. This helps us maintain high standards across our removal and man and van services and deliver a better experience for all customers.
Accessibility of This Procedure
This complaints procedure is available to all customers of Man and a Van Merton. If you require the information in a different format or need assistance in making a complaint, please let us know so that we can support you.
We value your feedback and thank you for taking the time to help us improve our services.
