Complaints Procedure

Man With a Van Sutton Complaints Procedure

Man With a Van Sutton is committed to providing a reliable, professional and courteous removals service. We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know about it so we can put matters right and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear, fair and straightforward way to tell us if they are unhappy with any aspect of our man and van or removals service. It covers issues such as booking problems, lateness, conduct of staff, vehicle condition, handling of belongings, damage to property and any concerns about charges or communication.

We treat all complaints seriously and handle them in a consistent, transparent and timely manner. Using your feedback, we review our working practices, staff training and service standards to continually improve the moving experience for all customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether you feel we have failed to deliver what was agreed, or you believe we have not met reasonable standards of care and professionalism. Examples include but are not limited to:

Concerns about the way your home or belongings were handled during loading, transport or unloading; issues about punctuality, behaviour or attitude of our team; misunderstandings about the scope of work, pricing, or any additional charges; disappointment with the overall quality of our removals or man and van service compared with what you reasonably expected.

If you are unsure whether your concern is a complaint, you are still encouraged to raise it. We will advise you on the most appropriate way forward.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any issue as soon as possible so that details are fresh in everyone’s mind and we have the best chance of resolving it quickly and fairly.

When submitting a complaint, please provide as much information as you can, including the date of your move, the address where the service was carried out, the names or descriptions of any team members involved, and a clear description of what happened. If applicable, include details of any loss or damage and any steps you have already taken to discuss the matter with our staff on the day.

Informal Resolution in the First Instance

Wherever possible, we aim to resolve complaints informally and at an early stage. If an issue arises during your move, please speak to a member of the removals team on site so they have an opportunity to address the problem immediately.

If the issue cannot be resolved on the day, or you only become aware of a problem afterwards, you can contact our office to explain your concerns. Many issues can be settled quickly through a discussion, clarification of what was agreed, or prompt corrective action.

Formal Complaints Process

If you are not satisfied with the outcome of the informal stage, or you prefer to raise a formal complaint straightaway, we will follow the steps below.

First, we will acknowledge your complaint and record it on our internal system. We will normally confirm that we have received your complaint within a reasonable period of time. This acknowledgement will set out the next steps and give an estimated timescale for our investigation.

Next, we will investigate your complaint. This may include reviewing job notes, schedules and invoices, speaking with the staff who attended your property, and, where appropriate, asking you for further details or supporting information about what happened. Our aim is to build a clear picture of the events so we can reach a fair and balanced view.

Once the investigation is complete, we will respond with our findings and any proposed resolution. Where we find that something has gone wrong, we will apologise and explain what we will do to put matters right, which may include corrective work, a goodwill gesture or other appropriate action. Where we believe that our service met the agreed terms and reasonable standards, we will explain our reasons clearly.

Timescales for Responses

We aim to acknowledge all formal complaints within a short period and to provide a full response after we have completed our investigation. The time needed to investigate may vary depending on the complexity of the issue, the availability of staff and the amount of information we need to review.

If, for any reason, we are unable to provide a full response within the originally indicated timescale, we will let you know and give a revised estimate. We will keep you informed of progress and do our best to avoid unnecessary delay.

Outcomes and Remedies

Our primary aim is to reach a fair outcome based on the facts of each case. Where we uphold a complaint, the remedies may include one or more of the following: a clear written or verbal apology; explanation of what went wrong and why; steps to rectify any outstanding issues, where practical; a review of our procedures or additional staff training to prevent recurrence; consideration of compensation or a goodwill gesture where appropriate, taking into account the circumstances and any loss or inconvenience suffered.

Any remedy offered will be proportionate to the nature of the complaint and the impact on you as our customer.

If You Remain Dissatisfied

If you are unhappy with our final response, you may ask us to review the complaint again, stating why you believe the outcome is not fair or complete. On review, a different person, where possible, will look again at the information and consider whether the original decision should be upheld, varied or overturned.

We will then provide you with our final position on the complaint. At that point, if you remain dissatisfied, you may wish to seek independent advice about your options.

Data Protection and Confidentiality

All complaints are handled in line with our data protection responsibilities. Information you provide during the complaints process will be used only for the purpose of investigating and resolving your concerns, improving our removals services and meeting any legal obligations we may have. We will keep your information secure and only share it where necessary for the proper handling of your complaint.

Continuous Improvement

We review complaints regularly to identify patterns, recurring issues and opportunities to improve the way we plan and carry out moves. This includes reviewing our staff training, communication, scheduling, packing, loading and unloading practices so that customers using Man With a Van Sutton across the local area receive a consistently high standard of service.

By giving us your honest feedback, you help us maintain and enhance the quality of our removals and man and van services for everyone.