Man with Van Surrey Complaints Procedure

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

Purpose of this Complaints Procedure

This procedure is designed to give customers of Man with Van Surrey a clear and straightforward way to make a complaint about any aspect of our work, including home moves, small removals, deliveries, collections, packing support or related services. We aim to:

Listen carefully to what you tell us.

Respond promptly and fairly.

Investigate issues thoroughly and objectively.

Explain clearly what we will do to resolve matters.

Use feedback to prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, vehicles, team members, communication, timings, pricing, or the way we have handled your belongings or your booking. You are welcome to complain if you feel that:

The service you received did not match what was agreed.

Our team did not act professionally or courteously.

Your belongings were damaged or lost during a move.

There were unexpected charges or unclear pricing.

We failed to follow our own agreed terms or procedures.

You may make a complaint whether you are a private customer or a business client, and whether your move involved a single item, a flat, a house move or a larger removal.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us understand the details clearly, but we will accept complaints in any reasonable format. To help us investigate your concerns efficiently, please provide:

Your full name and, if relevant, your business name.

The date of your move or the scheduled service.

The collection and delivery locations involved in your booking.

A clear description of what went wrong and when it happened.

Details of any damage, loss, delay or service failure.

Any supporting information, such as photographs of damage, inventory lists, or copies of correspondence.

What outcome or resolution you are seeking, if you have a specific request.

When to Make a Complaint

We encourage you to raise concerns as soon as possible after the event so that we can investigate while details are still fresh, speak with the team members involved, and review any relevant records. For issues involving damage or loss of belongings, it is particularly helpful if we are notified promptly, and ideally within a short time frame from the day of your move or delivery.

Stages of Our Complaints Handling

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and carry out an initial review. We aim to acknowledge your complaint within a reasonable period of time, confirming that it has been received and outlining the next steps in the process. In our acknowledgement, we will let you know who is responsible for handling your complaint.

Stage 2: Investigation

Your complaint will then be investigated by a member of our management team or an appropriately senior person who is not directly implicated in the issue, wherever possible. The investigation may involve:

Reviewing booking details and removal instructions.

Speaking to the driver and any team members who worked on your job.

Examining any notes or records from the day of your move.

Assessing photographs, inventories or other supporting information you provide.

Checking vehicle logs or schedules if timings are in dispute.

We aim to complete the investigation and provide a written or verbal response within a reasonable timeframe. If we cannot resolve your complaint within that period, we will inform you of the reason for the delay and give an updated timescale.

Stage 3: Response and Resolution

Once our investigation is complete, we will explain our findings and any conclusions reached. Where we agree that something has gone wrong, we will outline the steps we propose to take to put matters right. Depending on the circumstances, possible outcomes may include:

An explanation or clarification of what occurred.

An apology where we accept that we have fallen short of our standards.

Practical steps to complete or correct the agreed work.

A goodwill gesture, where appropriate and at our discretion.

Consideration of compensation for proven damage or loss, where justified by evidence and in line with our terms and conditions.

We will always aim to be fair and transparent in explaining how any decision has been reached.

Stage 4: Further Review

If you are not satisfied with the outcome at Stage 3, you may request a further review. In this case, your complaint will be reconsidered by a different senior person, where reasonably possible, who will review both your original complaint and our handling of it. We will then provide a final response, setting out our position and any additional steps we are prepared to take.

Our Commitments to You

When you make a complaint to Man with Van Surrey, we are committed to:

Treating you with courtesy and respect at all times.

Taking your concerns seriously and handling them confidentially.

Ensuring that making a complaint does not affect any ongoing or future services you receive from us.

Using the information you provide to improve our working practices, training and customer care.

Reviewing our complaints handling process periodically to ensure it remains clear, accessible and effective.

Complaints and Insurance

Where a complaint involves alleged damage or loss of items, our approach may be guided by any insurance cover and the terms agreed at the time of booking. We may request evidence of value, photographs taken before and after the move, and any relevant documentation. Please refer to your booking confirmation and our terms and conditions for more details about cover, exclusions and any notification time limits that may apply.

Feedback and Continuous Improvement

Not all feedback needs to be a formal complaint. We welcome comments, suggestions and reviews about our removal services, whether positive or critical, as they help us understand what we are doing well and where we can improve. If you are unsure whether your concern should be treated as a complaint, you can still raise it with us and we will decide the most appropriate way to handle it.

By following this Complaints Procedure, Man with Van Surrey aims to resolve issues fairly and efficiently, maintain high standards across our removal services, and build long-term trust with all our customers.