Man With a Van Merton Complaints Procedure

Man With a Van Merton is committed to providing reliable and professional removal and transport services. We understand that occasionally things may not go as planned, and 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 handle it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. This includes, for example, local and longer distance moves, house or flat removals, office relocations, item transport, loading and unloading, and any related removal services we provide.

We aim to resolve all complaints promptly, transparently and in a way that is reasonable for both you and our business.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of service you have received from Man With a Van Merton. This may include issues such as:

Delays or missed arrival times for your move, concerns about how your belongings were handled, damage or loss of items, conduct or behaviour of our team members, the accuracy or clarity of pricing and quotations, or the quality of communication before, during or after your move.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We would rather hear from you and have an opportunity to address the matter.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve verbal complaints straight away, we recommend putting your complaint in writing wherever possible. This helps us to understand the details clearly and to keep an accurate record.

When you make a complaint, please provide as much of the following information as you can:

Your full name, the date of your move or scheduled service, the collection and delivery addresses, a clear description of what went wrong, any relevant dates and times, details of any damage or loss, and what outcome you are seeking, such as an explanation, apology, rectification work or compensation where appropriate.

We encourage customers to raise complaints as soon as possible after the issue arises, and within a reasonable time frame, so that we can investigate effectively and respond based on accurate information.

Our Complaints Handling Process

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

First, we will acknowledge your complaint. We will confirm that we have received your concerns and, where possible, provide the name or role of the person who will be handling the matter.

Next, we will investigate. This may include reviewing your booking details, speaking with the staff who attended your move, checking job sheets, and considering any photographs or other evidence you have provided. In some cases, we may contact you to request further information or clarification to help us understand the situation in full.

We will then provide a response. Our aim is to give you a clear reply setting out the findings of our investigation, any factors we have taken into account, and our proposed resolution. Where we believe the complaint is justified, we will explain the steps we will take to put things right and to prevent similar issues in future.

Timescales for Responding

We aim to acknowledge complaints as soon as reasonably possible. Our target is to provide a full response within a reasonable time frame, taking into account the complexity of the issue and the need to investigate thoroughly.

If we are unable to give you a final response within that period, we will keep you informed of progress and let you know when you can expect a full reply. Some complaints, such as those involving alleged damage or loss of items during a move, may require more time so that we can gather all necessary information.

Possible Outcomes and Remedies

We will consider each complaint on its individual facts and circumstances. Possible outcomes may include an explanation of what happened and why, a sincere apology, practical steps to correct an error where possible, a gesture of goodwill, or in some cases consideration of compensation where appropriate and in line with our terms and conditions.

Where damage or loss is alleged, we may request supporting evidence such as photographs, purchase information or repair estimates to help assess the situation fairly. Any settlement will be subject to the limitations and responsibilities set out in our service terms, including any conditions relating to packing, loading, access, and customer responsibility for fragile or valuable items.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint, you may ask for a further review. In doing so, please explain why you do not accept our response and provide any additional information you believe is relevant.

We will review the complaint again, considering any new details you have provided, and issue a final position. Once our final position has been given, we will make clear whether any further action is available through our internal processes.

Your Responsibilities as a Customer

To help us deal with your complaint efficiently and fairly, we ask that you provide accurate and complete information, respond to any reasonable requests for further details, treat our staff with courtesy and respect at all times, and raise your concerns in good faith and as soon as reasonably possible after your move or service.

We reserve the right to end communication where a complaint becomes abusive, threatening or malicious. However, this will not prevent us from considering any valid issues you have raised.

Continuous Improvement

We value feedback and use complaints as an opportunity to review our procedures, staff training, scheduling, and handling practices. By telling us when something has gone wrong, you help us to improve our moving and transport services for all customers.

Man With a Van Merton is committed to listening, learning and, where needed, changing the way we work so that we can deliver a consistent and trustworthy removal service.