Man with Van Sutton Complaints Procedure

Man with Van Sutton is committed to providing reliable, careful and professional man and van and removal services. We aim to resolve any concerns quickly, fairly and in a way that is transparent to our customers. This Complaints Procedure explains how you can raise an issue, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and simple route to raise concerns about any aspect of our services, including bookings, communication, conduct of staff, handling of goods, punctuality, charges, or after-move support. It applies to all domestic and small business customers who use our man and van or removal services.

We treat all complaints seriously and use the information we receive to improve our standards of service across our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may involve:

Issues with the quality of packing, loading, transport or unloading of your belongings.

Concerns about the attitude, behaviour or professionalism of our team members.

Disputes regarding prices, additional charges or information provided at the booking stage.

Damage to property or goods during a move.

Delays, missed appointments, or poor communication relating to your move.

If you are unsure whether your concern counts as a complaint, you are still encouraged to raise it so that we can review and respond appropriately.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are encouraged, as they help us keep a clear and accurate record of your concerns and the outcome. When raising a complaint, please provide as much detail as possible so that we can investigate effectively.

Where possible, please include:

Your full name and the address where the service took place.

The date and approximate time of the service.

A clear description of what went wrong and how it affected you.

The names of any team members involved, if known.

Any relevant booking references or job descriptions.

Any evidence that may assist, such as photos of damage or written notes.

If you raise a complaint verbally, we may ask you to confirm key details in writing so that we can ensure accuracy.

Time Limits for Submitting Complaints

You should report urgent issues, such as significant damage or serious conduct concerns, as soon as reasonably possible after they occur. We recommend that all complaints are submitted within 14 days of the service date. This allows us to investigate while details are still fresh and evidence is easier to obtain.

We may still review complaints raised after this period, but our ability to investigate fully may be limited, especially where time-sensitive evidence is required.

Our Complaints Handling Stages

We handle complaints in clear stages so that you know what to expect and when.

Stage One: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will log the details, note any immediate concerns and, where necessary, request further information or clarification from you.

Where the issue appears straightforward, we will aim to resolve it at this stage with an explanation, an apology where appropriate, and any practical steps to put things right.

Stage Two: Detailed Investigation

If your complaint is more complex, disputed, or cannot be resolved at Stage One, it will move to a more detailed investigation. This may include:

Reviewing booking information, job notes and any photographs taken.

Speaking to the team members involved in your move.

Assessing any evidence you have provided.

Consulting any relevant terms and conditions agreed at the time of booking.

We will aim to complete this investigation within a reasonable period. If additional time is required, we will update you and explain why.

Stage Three: Outcome and Response

After the investigation, we will provide a written response setting out:

What we have understood your complaint to be.

The steps we took to investigate the matter.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we propose to take, which may include practical remedies, gestures of goodwill, process changes, or other appropriate measures.

We will always explain our reasoning as clearly and fairly as possible.

Remedies and Resolution

Where we accept that something has gone wrong, we will aim to reach a fair outcome based on the circumstances and our contractual obligations. Possible remedies may include:

Explaining what happened and why, and apologising where we are at fault.

Taking corrective action for future services, such as allocating additional staff or adjusting processes.

Offering an appropriate goodwill gesture, where justified.

Referring to insurance procedures where applicable and where damage or loss may be covered.

Our aim is to be proportionate, reasonable and consistent in how we handle and resolve complaints.

Escalation if You Remain Dissatisfied

If, after receiving our final response, you are not satisfied with the outcome, you may request a further review. In doing so, please explain why you believe the decision is not fair or accurate and provide any new information you want us to consider.

We will then carry out a secondary review, which may involve a different person within the business. We will confirm whether the original outcome is upheld or amended and provide you with a final position.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We will store complaint records securely and only for as long as necessary, in line with applicable data protection principles.

Continuous Improvement

Man with Van Sutton uses information from complaints to improve our services and customer experience across our service area. We regularly review complaint patterns to identify any recurring issues and take steps to address them, including staff training, operational adjustments and updates to our procedures.

By outlining this Complaints Procedure, we aim to give every customer confidence that any concerns about our man and van or removal services will be heard and addressed promptly and fairly.