Man with Van Merton Complaints Procedure

Man with Van Merton is committed to providing a reliable and professional removal service for household and business customers. We aim to resolve any issues quickly, fairly, and transparently. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and simple way to tell us when something has gone wrong with our man and van or removal services. It covers issues such as service quality, conduct of staff, punctuality, damage to property during a move, and any other aspect of our work you are unhappy with.

We use all complaints as an opportunity to understand what happened, put things right where possible, and improve our service for future customers across our service area.

Who Can Make a Complaint

Any customer of Man with Van Merton can make a complaint. This includes individuals, families, landlords, tenants, and business clients who have used our moving or delivery services. A complaint can also be raised by someone acting with the customer’s permission, for example a relative or representative.

When to Make a Complaint

You should raise your complaint as soon as possible after the issue arises. This helps us investigate while details are still fresh and evidence is easier to review. We recommend raising any concerns within 14 days of the move or service taking place, wherever possible.

How to Make a Complaint

You can make a complaint to Man with Van Merton in writing or verbally. Written complaints are preferred, as they create a clear record of the issues. Wherever possible, please include the following information so that we can investigate efficiently:

The date of your move or service, the address where the service was carried out, a description of what went wrong and when it occurred, names or descriptions of any staff involved if known, any steps already taken to resolve the issue with our team, and what outcome you are seeking, for example explanation, apology, rectification or compensation where appropriate.

If you make a complaint verbally, we may ask you to confirm the key details in writing so we can make sure we have understood the matter correctly.

What Happens After You Make a Complaint

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

First, we will acknowledge that we have received your complaint. We aim to do this within five working days. If we need more information to understand the issue, we will request it at this stage.

Next, we will investigate your complaint. This may include reviewing booking records, job sheets, photographs, driver notes, and any relevant messages or documents. We may also speak to the staff members involved and, where necessary, ask you for additional clarification.

We will then provide a response. Our aim is to give you a full written response within 20 working days from the date we receive all the necessary information. If we cannot respond within this time, we will let you know and explain the reason for the delay and when you can expect a final response.

Investigation and Fairness

All complaints are handled with care and impartiality. The person reviewing your complaint will consider both your account and any information provided by staff or contractors. Where required, the complaint may be escalated to a manager for independent review.

We will base our decision on the facts available and the terms and conditions that applied to your booking. If our investigation finds that we have not provided the level of service we aim for, we will acknowledge this and take appropriate action.

Possible Outcomes

Depending on the nature and outcome of the investigation, the resolution to your complaint may include one or more of the following:

An explanation of what happened and why, an apology where we are at fault, corrective action such as staff training or changes to our procedures, practical steps to put things right where possible, and where appropriate and in line with our terms, a gesture of goodwill or financial remedy.

Any offer of compensation will be considered in line with our contractual terms, any limits of liability agreed at the time of booking, and the evidence available about any loss or damage.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of the team. When you do this, please explain why you remain unhappy and what you would like us to reconsider.

The senior reviewer will look at the original complaint, the investigation, and the response given. They may request further information from you or from staff involved. We aim to provide a final written outcome to your escalated complaint within 20 working days of receiving your request for review.

Time Limits and Closure of Complaints

We expect to resolve most complaints within a reasonable timeframe. If we do not hear from you within 20 working days of our latest correspondence, we may treat the complaint as closed. However, you can contact us again if new information becomes available or if there is a further related issue.

Confidentiality and Data Handling

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our relationship with you, and improving our services. We will store and handle your information in line with applicable data protection requirements.

Using Complaints to Improve Our Service

Feedback, including complaints, is essential to maintaining high standards in our removal and man and van services. We regularly review complaint outcomes to identify patterns, training needs, and opportunities to improve our booking process, communication, handling of goods, and customer service across our operating area.

By following this complaints procedure, we aim to treat you fairly, resolve issues efficiently, and continue to develop a removal service that customers can trust.