Complaints Procedure
Man and a Van Sutton Complaints Procedure
Man and a Van Sutton is committed to providing a reliable, professional and courteous removals and man and van 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 where possible and improve our service for the future. 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 and Scope of This Complaints Procedure
This procedure applies to all customers of Man and a Van Sutton who use our removal, man and van, or related services. It covers issues that arise before, during or after a move, including booking arrangements, the conduct of our team, handling of belongings, timing and delivery, and any other aspect of our service. We treat all complaints seriously, whether they are minor concerns or more significant issues involving loss, damage or service standards.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service that requires a response. This may include, but is not limited to:
Unclear or inaccurate information given before your move. Delays in collection or delivery beyond agreed timeframes without reasonable explanation. Concerns about the attitude, behaviour or professionalism of our staff. Damage or loss of items during loading, transport or unloading. Disagreement about charges, invoices or additional fees. Any aspect of the service that you feel does not meet the standards you reasonably expected from a removal company.
We also welcome feedback that is not a formal complaint, and we will use this to help improve how we operate in the local area we serve.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. Please provide as much detail as possible so that we can investigate thoroughly. When you contact us, include the following information where available:
Your full name and any reference or booking details. The date of your move or the date the issue occurred. A clear description of what went wrong and how it has affected you. Details of any conversations already held with members of our team about the issue. Any supporting information you feel is relevant, such as photographs of alleged damage or copies of paperwork.
Raising your concerns as soon as possible after the event helps us to investigate more effectively and resolve the matter more quickly.
Initial Complaint Handling
When we receive your complaint, we will first acknowledge it. We aim to acknowledge all complaints within a reasonable time frame, usually within a few working days. At this stage we may request additional information if anything is unclear. Our first aim is to resolve the matter promptly and informally, wherever possible, for example by explaining what happened, offering a practical solution, or agreeing appropriate next steps.
Some issues can be dealt with immediately by the person you first contact. Where this is not possible, the matter will be passed to a member of the management team for further review.
Investigation of Your Complaint
Once your complaint has been logged, we will carry out an impartial investigation. This may involve reviewing booking records, schedules, job sheets and any relevant internal notes. We may also speak to staff members who were involved in your move and, where appropriate, inspect any photographs or evidence you provide.
We aim to complete our investigation and provide a full response within a reasonable period. If the complaint is complex or requires longer to review, we will let you know and provide an updated timescale so you are not left uncertain about progress.
Our Response and Possible Outcomes
After we have investigated your complaint, we will explain our findings and the reasons for any conclusions we reach. Where we agree that something has gone wrong, we will aim to put things right as fairly and quickly as possible. Depending on the nature of the complaint, this may include an apology, an explanation of what we will change to prevent a recurrence, practical steps to resolve an outstanding issue, or, where appropriate, consideration of compensation or a financial adjustment in line with our terms and conditions.
If we do not uphold your complaint in full, we will clearly explain why and set out the evidence we have relied upon. Our explanation will aim to be clear, respectful and easy to understand.
If You Are Unhappy With the Outcome
If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In this case, wherever possible, a different member of the management team will look at your complaint, the investigation carried out and the decision made. They will consider whether the original response was fair and reasonable in light of all the information available.
After this review, we will provide a final response. This will confirm our position and explain any further steps that may be available to you under our contract or under relevant consumer laws and regulations.
Your Responsibilities as a Customer
To help us handle complaints effectively and fairly, we ask that you provide accurate information, raise issues in a timely manner, and allow us reasonable time to investigate. We also expect our staff to treat you with courtesy and respect at all times, and we ask that you extend the same courtesy to our team while a complaint is being addressed.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We handle all personal data in line with applicable data protection laws and our internal policies. We keep a record of complaints and their outcomes to help us improve our removals and man and van services over time.
Using This Procedure to Improve Our Service
Man and a Van Sutton views complaints as an important source of learning. We regularly review complaint trends to identify areas where our removal and transport processes, staff training, communication or customer care can be strengthened. By raising concerns, you help us improve the way we support customers planning moves and transport across our service area.
Final Statement
We appreciate that moving can be stressful and that any problems with a removal or man and van service can have a real impact. Our aim is to make it as easy as possible for you to tell us when something is not right and to deal with your concerns in a fair, transparent and timely manner. This Complaints Procedure is part of our wider commitment to providing dependable moving services and to treating every customer with respect and fairness.
