Complaints Procedure for Man with Van Surbiton

Man with Van Surbiton is committed to providing a reliable, professional removal and man and van 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 throughout the process.

Our Commitment to You

We aim to handle all complaints fairly, courteously and as quickly as reasonably possible. Every complaint is taken seriously, whether it relates to a local house move, a flat relocation, a student move, or any other man and van service we provide.

We will always try to:

Listen carefully to your concerns, understand what went wrong, and what outcome you are seeking. Respond in a timely manner, keeping you informed of progress. Investigate the matter thoroughly, using all available information. Provide a clear explanation of our findings and any action we will take.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, which requires a response. This may include, for example:

Concerns about punctuality or reliability of our drivers and vans. Dissatisfaction with the standard of care taken with your belongings. Issues related to loading, unloading, or handling items. Concerns about conduct, behaviour or communication from our team. Disputes over charges, quotations, or invoicing. Any other aspect of our moving or man and van services that you believe has not met your expectations.

How to Make a Complaint

You can raise a complaint verbally or in writing. Where possible, we encourage you to put your complaint in writing, as this helps us understand the issue clearly and investigate more effectively.

Please provide the following information when making your complaint:

Your full name and the address where the service was carried out. The date of your move or booking, and any reference number if available. A clear description of what happened and what you are unhappy about. Details of any damage, loss, delay, or other specific concerns. Any supporting information you can provide, such as photographs, inventories or receipts. What you would consider a fair and reasonable resolution.

If you raise your concern on the day of the move, please speak to the team on site in the first instance so that they have an opportunity to correct any immediate issues. If your concern cannot be resolved on the day, or you prefer not to discuss it at that time, you may submit a formal complaint afterwards.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints be raised as soon as possible after the issue arises. For damage or loss of items related to our removal services, please notify us promptly once you become aware of the problem.

What Happens After You Complain

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will confirm that we have received your complaint and provide an approximate timescale for our response.

2. Investigation: An appropriate member of our team will review your complaint, gather relevant information, and, if necessary, speak to the staff involved. We may contact you for further details or clarification.

3. Response: After completing our investigation, we will provide a clear written response. This will set out the findings of our investigation, any factors that contributed to the issue, and, where applicable, any steps we will take to put matters right.

4. Resolution: Where we find that our service has fallen short of our standards, we will aim to offer a fair and reasonable resolution. This may include an apology, corrective action, or other appropriate remedies in line with our terms and conditions.

Timescales

We aim to acknowledge all complaints within a reasonable period of receiving them. We will then seek to provide a full response as quickly as practicable, taking into account the complexity of the issue. If we are unable to provide a final response within our initial timescale, we will update you and explain the reasons for any delay.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you remain dissatisfied and what further outcome you are seeking. We will then arrange for a further review, wherever possible by someone not involved in the original investigation.

Following this review, we will provide you with a final position on your complaint. Any further steps you wish to take after this stage would be a matter for you to consider independently.

Fair Treatment and Respect

We expect all complaints to be raised in a respectful and constructive manner. Our team will also treat you with courtesy and professionalism at all times. We may decide to limit communication where behaviour is abusive, threatening, or persistent in a way that prevents us from handling the matter fairly.

Using This Procedure

This complaints procedure applies to all customers using Man with Van Surbiton for moving, transport, and related services. It is designed to support clear communication and fair outcomes for domestic moves, small office relocations, student removals and other local man and van work within our service area.

By setting out this process in advance, we aim to give you confidence that any concerns will be taken seriously, investigated properly, and handled with the same care we apply to every move we complete.