Complaints Procedure

Man with Van Merton Complaints Procedure

Man with Van Merton is committed to providing reliable, professional removal and man and van services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and transparent process for dealing with complaints about our services. It covers all aspects of our work, including enquiries, bookings, packing, loading, transportation, unloading, and any additional removal services we offer. Our aim is to resolve complaints quickly, informally where possible, and to use the outcome to enhance the quality and reliability of our moving services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about the conduct, attitude, or professionalism of our staff or drivers. Issues relating to punctuality, cancellations, or missed appointments. Problems with the standard of our packing, loading, unloading, or transport. Disputes regarding charges, quotations, or additional costs. Concerns about the handling or condition of your belongings. Any aspect of our communication before, during, or after your move.

We encourage you to raise your concerns as soon as possible so that we have the best chance of investigating fully and resolving the matter promptly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record of the issue, the dates involved, and the steps taken. When submitting a complaint, please provide the following information:

Your full name and preferred method of contact. The date and approximate time of your move or the service in question. Any reference number or booking details provided at the time of booking. A clear description of what went wrong, including relevant dates, locations, and the names of any staff you dealt with if known. Any supporting information, such as photographs, inventory notes, or written estimates.

Providing as much detail as possible at the outset will help us investigate your complaint thoroughly and efficiently.

Our Complaints Handling Stages

Stage 1: Initial Informal Resolution

Where possible, we aim to resolve complaints informally and at the earliest opportunity. In the first instance, your concern may be handled by the member of staff you originally dealt with or by a supervisor. They will listen to your complaint, seek clarification where necessary, and try to provide an explanation or solution immediately or within a short period of time.

If you are satisfied with the outcome at this stage, no further action is required. However, if you remain unhappy or feel your complaint has not been dealt with fully, you can request that it be escalated to the formal stage.

Stage 2: Formal Investigation

For more serious issues, or where informal resolution has not been successful, your complaint will move to a formal investigation. A senior member of our team, who was not directly involved in the original service, will review your complaint.

At this stage we will:

Acknowledge your complaint in writing within a reasonable time frame. Review the details of your booking and any associated documents. Speak with any staff members involved, where appropriate. Consider any evidence you have provided, such as photos or written notes. Assess whether our service met our own standards and any relevant obligations.

Following the investigation, we will provide you with a written response. This will explain our findings, confirm whether your complaint is upheld in full, in part, or not upheld, and outline any actions we propose to take.

Stage 3: Further Review

If you are not satisfied with the outcome of the formal investigation, you may request a further review. You should explain why you feel the decision or resolution is not adequate and provide any additional information you believe has not been considered.

A more senior representative will then review the handling of your complaint, the evidence considered, and the decision reached. We will then provide a final written response, setting out our conclusions and any final offer of resolution.

Timescales for Handling Complaints

We aim to handle complaints as swiftly as possible. While specific timescales may vary depending on the complexity of the issue and the availability of information, our general approach is as follows:

Initial acknowledgement within a reasonable period after receiving your complaint. Informal resolution, where possible, within a short timeframe. Formal investigation responses within a period that allows for thorough review and communication with all parties.

If we are unable to meet these general timescales due to the nature of your complaint, we will keep you informed and provide updates on progress.

Possible Outcomes and Remedies

Where your complaint is upheld, outcomes may include:

An explanation of what went wrong and why. An apology and assurance regarding steps taken to prevent recurrence. Practical solutions, such as revisiting your property to complete or correct work where feasible. Reviewing or adjusting charges where appropriate and justified. Internal training or procedural changes to improve service delivery.

Any remedies or goodwill gestures will be determined on a case-by-case basis, taking into account the circumstances, evidence, and impact of the issue on your move.

Your Responsibilities During the Process

To help us investigate and resolve your complaint effectively, we ask that you:

Provide accurate and complete information about the issue. Respond to any reasonable requests for further details. Treat our staff with courtesy and respect throughout the process. Refrain from making unfounded or malicious allegations.

We reserve the right to discontinue engagement with any complainant who behaves in an abusive, threatening, or persistently unreasonable manner, while still considering the substance of any valid concerns raised.

Continuous Improvement and Learning

We treat every complaint as an opportunity to review our performance and strengthen our removal services. Feedback received through this procedure may lead to staff training, changes to our booking systems, improved communication processes, or updates to our handling and transportation practices.

By following this Complaints Procedure, our intention is not only to resolve individual issues but also to continually improve the quality and reliability of our moving and man and van services for all customers.