Man and a Van Surrey Complaints Procedure
Man and a Van Surrey is committed to providing reliable, professional and courteous removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from the experience and continually improve our service. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair resolution.
Our Commitment to You
We take all complaints seriously and aim to handle them in a consistent, transparent and timely manner. Our key commitments are to:
Listen carefully to your concerns and treat you with respect and courtesy at all times.
Investigate your complaint thoroughly and impartially.
Keep you informed about the progress of your complaint and the steps we are taking.
Provide a clear explanation of our findings and any actions we will take to resolve the issue.
Use the feedback from complaints to review and improve our removal and man and van services.
When to Use This Complaints Procedure
You can use this procedure if you are dissatisfied with any aspect of the service provided by Man and a Van Surrey. This may include:
Concerns about the way your move was planned, managed or carried out.
Issues relating to punctuality, conduct or professionalism of our team.
Problems with the handling, packing, loading, unloading or transportation of your belongings.
Disputes about charges, billing, or agreed services.
Any other matter where you feel we have not met the standards you expected from a removal service.
This procedure is designed for customers who have booked or received services from Man and a Van Surrey. If you are making a general enquiry or providing routine feedback, we will handle this informally outside of the complaints process.
Stage 1: Raising a Complaint Informally
We encourage you to raise any concerns as soon as possible, ideally on the day of your move or immediately after you notice a problem. In many cases, issues can be resolved quickly and informally.
To raise a concern informally, please contact us and provide the following information:
Your full name and the address where the service was provided.
The date of your move or booking and any relevant reference details you may have.
A clear description of your concern, including what happened, when it happened and who was involved.
Any supporting information you wish to share, such as photographs or an inventory of affected items, if appropriate.
We will acknowledge your concern as soon as reasonably possible and aim to resolve informal issues within five working days. If a quick resolution is not possible, we will explain why and advise you of the next steps.
Stage 2: Making a Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if the matter is serious or complex, you may submit a formal complaint. When making a formal complaint, please provide:
Your full name and contact details.
Details of the service you received from Man and a Van Surrey.
A clear statement that you are making a formal complaint under this procedure.
A detailed description of the issue, including dates, times, locations, and names of any staff involved, if known.
Details of any financial loss, damage to property or other impact you have experienced.
What outcome or resolution you would consider fair.
We will acknowledge your formal complaint within five working days of receiving it. We will then conduct a thorough investigation, which may involve speaking with team members, reviewing job records, photographic evidence and any other relevant documentation.
Our Investigation and Response Timescales
We aim to complete our investigation and provide a written response within twenty working days of acknowledging your formal complaint. If, due to the complexity of the matter or the availability of key information, we require more time, we will inform you of this and provide an updated timescale.
Our written response will include:
A summary of your complaint and the issues you raised.
Details of the steps we have taken to investigate.
Our findings and conclusions.
Any offer of remedy or redress, where appropriate.
Information about what you can do if you remain dissatisfied with our response.
Possible Outcomes and Remedies
Depending on the nature and circumstances of your complaint, possible outcomes may include, but are not limited to:
A sincere apology and explanation of what went wrong.
Corrective action to put things right, where this is possible.
A review of internal procedures, staff training or service standards to prevent a recurrence.
Consideration of appropriate goodwill gestures or financial redress, where justified and in line with our terms and conditions.
Each complaint is considered on its individual merits, taking into account the evidence available, the terms of our agreement with you, and our responsibilities as a removal service provider.
Escalating Your Complaint
If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed at a higher level within Man and a Van Surrey. When asking for an escalation, please explain why you are unhappy with the outcome and what you would like us to reconsider.
The escalation review will focus on whether the complaint was handled fairly, whether the decision reached was reasonable in light of the evidence, and whether our procedures were correctly followed. We will aim to provide a final response to an escalated complaint within fifteen working days, or advise you if more time is required.
Time Limits for Raising Complaints
To help us investigate effectively, we ask that complaints are raised as soon as reasonably practicable after the event, and normally within three months of the date of your move or the date you became aware of the issue. Complaints raised after this time may be more difficult to investigate fully, but we will still consider them and decide whether a fair review is possible.
Using Your Feedback to Improve Our Service
Every complaint is an opportunity for Man and a Van Surrey to review how we operate and strengthen our service to customers. We regularly analyse complaint trends, identify areas where our removal processes, staff training or communication can be improved, and implement changes where needed. By following this Complaints Procedure, you help us deliver a more reliable and responsive man and van service for everyone.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our data protection obligations. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will retain records of complaints in accordance with our legal and regulatory requirements.
