Complaints Procedure
Complaints Procedure for Man with Van Sanderstead
Man with Van Sanderstead 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 about it so we can put things right quickly and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint and what you can expect from us throughout the process.
Purpose of This Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and transparent process for customers who are dissatisfied with any part of our services. It applies to all services provided by Man with Van Sanderstead, including home moves, flat moves, office moves, student moves, furniture transport and other man and van services across our operating area.
We use feedback and complaints to monitor service quality, identify areas for improvement and ensure that issues are resolved in a consistent and reasonable manner.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about our services, our staff, our subcontractors or our processes, where a customer expects a response or resolution. Examples include:
Delays or non-arrival of the van or crew on the agreed date or time.
Concerns about the behaviour, professionalism or conduct of our team members.
Damage to property, belongings, buildings or surrounding areas during loading, transport or delivery.
Disputes regarding quotes, pricing, final invoices or agreed services.
Any other issue where you feel we have not met our stated standards or your reasonable expectations.
How to Make a Complaint
You can make a complaint in writing. We recommend providing as much detail as possible to help us understand and investigate your concerns thoroughly. When submitting your complaint, please include the following where possible:
Your full name and the address where the service was provided.
The date of your move or booking and your job reference number if available.
A clear description of what happened, including times and names of staff if known.
Details of any damage, loss or other issues, along with photographs if applicable.
What outcome or resolution you are seeking, such as an explanation, apology, repair, replacement or compensation.
Timeframe for Raising a Complaint
We ask that complaints are raised as soon as reasonably possible after the service has taken place so that we can investigate effectively. For issues relating to damage or loss of items, we normally require that you notify us within a reasonable period of discovering the problem. Reporting promptly helps us gather evidence, speak to the team involved and assess the situation accurately.
How We Handle Your Complaint
When we receive your complaint, we will follow a structured process to review and respond to your concerns:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe. At this stage, we may request further information or clarification if needed to understand the issue fully.
Investigation: A senior member of staff will review your complaint, our job records, schedules, photographs and any statements from the crew involved. If appropriate, we may contact you to discuss the matter in more detail.
Assessment: We will assess the facts of the case, considering our terms and conditions, relevant policies and any evidence provided by you and our team.
Outcome: Once the investigation is complete, we will provide you with a written response setting out our findings, any action we propose to take and the reasons for our decision.
Response Times
We aim to provide a full response to most complaints within a reasonable period from the date we receive all relevant information. More complex cases, particularly those involving significant damage or insurance matters, may take longer to investigate. If additional time is required, we will let you know and keep you updated on progress.
Possible Outcomes and Resolutions
Depending on the nature and circumstances of your complaint, possible outcomes may include:
An explanation of what happened and why, where we find that our service was in line with our policies and obligations.
A sincere apology where we recognise that our service fell below our expected standards.
Corrective action such as staff training, process changes or other steps to prevent similar issues in future.
Arranging repairs or contributing towards reasonable repair costs where we are responsible for damage and this is supported by evidence and in line with our terms and any relevant insurance.
Compensation or partial refund where appropriate, taking into account our contractual obligations, the extent of any loss and the circumstances of the job.
If You Are Not Satisfied with the Outcome
If you are unhappy with our response, you may request a further review. In your request, please explain why you disagree with our decision and provide any additional information that you believe has not been considered. A senior member of our management team will then review the complaint, the investigation and the outcome. Following this review, we will provide a final written response.
Our Commitment to Fairness
We are committed to handling all complaints fairly, consistently and without prejudice. We will always aim to:
Treat you with respect and courtesy at all times.
Listen carefully to your concerns and take them seriously.
Investigate objectively, considering all available evidence.
Be clear and honest in explaining our decisions and actions.
Use what we learn from complaints to improve our removals and man and van services for all customers across our operating area.
Data Protection and Confidentiality
All complaints and related correspondence will be handled in line with applicable data protection requirements. Information will only be shared internally with those who need it to investigate and resolve your complaint. We will retain records of complaints for a reasonable period to help monitor service quality and meet our legal and regulatory obligations.
Review of This Complaints Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the services we provide. We may update it from time to time to reflect changes in our operations, best practice or legal requirements. The version published on our website will always be the most current.
Man with Van Sanderstead values your feedback and appreciates the opportunity to address any concerns. Your comments help us maintain and improve the standard of our removals and man and van services for customers throughout our service area.
