Man with Van Merton Park Complaints Procedure

This complaints procedure explains how customers can raise concerns about services provided by Man with Van Merton Park, how we handle those concerns, and the steps we take to put things right. It applies to all man and van, removals, and related transport services we provide.

Our Commitment to Handling Complaints

We are committed to delivering reliable, professional and courteous removal and man and van services. If something goes wrong, we want to know about it so we can investigate, resolve the issue where possible, and improve our service.

We will treat every complaint seriously, fairly and with respect. We will make every reasonable effort to resolve complaints promptly and to keep you informed throughout the process.

What Counts as a Complaint

A complaint is any expression of dissatisfaction from a customer about our services, whether reasonable or not, where a response or resolution is expected. This may relate to:

Service quality, punctuality or conduct during a move; handling, loading, unloading or transport of goods; damage to property, loss of items or concerns about how items were packed or protected; the clarity or accuracy of quotations, charges or invoicing; communication before, during or after the move; or any other aspect of our removal or man and van services that you are unhappy with.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always try to deal with verbal concerns straight away, we encourage written complaints where possible, especially if the matter is complex or involves alleged loss or damage.

When you make a complaint, please provide as much detail as you can, including your full name, the address where the service took place, the date of the move and booking reference if available, a clear description of what went wrong and when it happened, details of any conversations already held with our staff about the issue, and what you feel would be a reasonable outcome or resolution.

Time Limits for Complaints

To allow us to investigate effectively, we ask that complaints are raised as soon as possible. If your complaint relates to loss or damage to items or property, you should inform us at the earliest opportunity. Where possible, we recommend raising such issues within 48 hours of the service being completed. We may still review complaints made after this time but our ability to investigate and resolve them may be limited.

Our Complaints Handling Process

Stage 1: Initial review. Once we receive your complaint, we will acknowledge it within a reasonable period. Where possible, we will attempt to resolve straightforward issues at this stage through discussion and clarification, or by offering a practical solution.

Stage 2: Investigation. If your complaint cannot be resolved immediately, it will be passed to a person responsible for investigating. They may contact you for further information, ask for photographs or evidence if damage or loss is alleged, and may speak to the team members who carried out the work.

Stage 3: Response and outcome. After the investigation, we will provide a written or verbal response explaining our findings, whether the complaint is upheld in full, in part, or not upheld, any corrective action we propose to take, such as a practical remedy, re-attendance, or a goodwill gesture where appropriate, and any changes we plan to make to our procedures as a result of the complaint.

Possible Resolutions and Remedies

Where a complaint is upheld, we will consider reasonable remedies based on the specific circumstances, the scope of the agreed service, and any applicable terms and conditions. Remedies might include a clear explanation or apology where service has fallen below expectations, reasonable practical steps to put things right where this can be done, or a goodwill gesture or proportionate financial adjustment where appropriate and justified.

Any consideration of compensation will take into account our service agreement, the value and condition of any affected items, evidence provided, and any limits set out in our terms and conditions. We will not be responsible for issues outside our control or outside the agreed scope of work.

Customer Responsibilities During a Complaint

To help us deal with your complaint fairly and efficiently, we ask that you provide clear, accurate information and any supporting evidence as soon as possible, respond to reasonable requests for further details, and communicate with our team in a respectful and cooperative manner. We may be unable to fully investigate or resolve complaints where essential information or cooperation is not provided.

Escalation of Unresolved Complaints

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed again. On escalation, we will re-examine the information available, consider whether the response was reasonable and in line with our procedures, and confirm our final position. Our final position will be clearly communicated to you, together with any additional explanation where necessary.

Use of Complaints to Improve Our Service

We view complaints as an important source of feedback. Where appropriate, we will use information from complaints to review how we plan moves, protect goods, communicate with customers, and train our staff. This helps us to improve our man and van and removal services over time for customers across our operating area.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it to reflect changes in our services, operating practices, or applicable regulations. The version published here is the current procedure used by Man with Van Merton Park.