Complaints Procedure for Man and Van Surrey

Man and Van Surrey is committed to providing a reliable and professional removals and man and van service. We recognise that occasionally things may go wrong, and when this happens we want to know so we can put it right and improve our service. This Complaints Procedure sets out how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. This includes house moves, flat moves, office moves, packing, loading, unloading, or any related man and van or removal activities carried out by Man and Van Surrey.

This procedure applies to all customers using our services, whether the work involves local moves, longer distance journeys, or small one-off transport jobs.

What We Class as a Complaint

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

Service quality, such as punctuality, handling of items, or conduct of staff.
Damage, loss, or concerns about the condition of your belongings during a move.
Administrative issues, including bookings, pricing, or documentation.
Health and safety concerns during loading, unloading, or transport.
Any other issue where you believe we have not met the standards you reasonably expected from a professional removals provider.

Raising an Informal Concern

We encourage you to raise any concerns as soon as possible, ideally on the day of the move or when the issue first arises. In many cases, problems can be resolved quickly by speaking directly with the driver or team leader on site. They will do their best to address your concern immediately, where this is practical and safe.

If the team on the day cannot resolve the issue to your satisfaction, or if you prefer not to raise it with them, you can make a formal complaint using the process below.

How to Make a Formal Complaint

You should submit your complaint in writing so that we can record it accurately and respond thoroughly. When making a complaint, please provide:

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 when it occurred.
Details of any conversations you have already had with our staff about the issue.
Photographs and supporting information, where relevant, for example pictures of any damage.

Providing as much detail as possible helps us investigate your complaint fairly and efficiently.

Time Limits for Making a Complaint

We ask that complaints relating to service quality or staff conduct are made within a reasonable timeframe of the move, so that events can be accurately recalled.

In cases involving alleged damage or loss of items, please raise your complaint as soon as you become aware of the issue. Prompt notification allows us to review job records, speak to the team involved, and consider appropriate next steps.

How We Handle Your Complaint

Once we receive your complaint, we will log it in our system and begin an internal review. Our typical process is as follows:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that an investigation is underway.
Investigation: We will review job notes, booking details, and any photographs or evidence provided. We may contact you for further information and will usually speak with the crew or office staff involved.
Assessment: We will consider the information you have given, our records, and our service standards to decide whether the complaint is justified and what, if anything, we should do to put matters right.
Outcome: We will provide you with a written response setting out our findings, any actions we propose to take, and our reasoning.

We aim to complete this process within a reasonable timescale. If the matter is complex and requires longer, we will inform you and keep you updated on progress.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why.
An apology where we are at fault or could reasonably have done better.
Practical steps to correct the problem where this is possible.
Service improvements or staff training to reduce the risk of similar issues in future.
Consideration of compensation, where appropriate and in line with our terms and conditions.

Any remedy will take into account the specific circumstances of your complaint, our contractual obligations, and any applicable limitations or exclusions set out in our service terms.

If You Are Unhappy with the Outcome

If you are dissatisfied with our response, you may ask for your complaint to be reviewed again. In doing so, please explain why you disagree with our findings or proposed remedy, and provide any additional information that you believe is relevant.

We will then arrange for a further review. A different person, where possible, will reconsider your complaint, our earlier decision, and any new information before issuing a final response.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them sensitively and confidentially. Raising a complaint in good faith will never negatively affect any future service you receive from us.

Complaints are recorded and monitored so we can identify patterns, adjust our working practices, and improve staff training. This helps us maintain professional standards for removals and man and van services and continually enhance the customer experience.

Review of This Complaints Procedure

Man and Van Surrey will review this Complaints Procedure regularly to ensure it remains clear, fair, and appropriate for the services we provide. Any changes will apply to future complaints and will not affect your statutory rights or any rights set out in our terms and conditions.

If you have any questions about this procedure, please contact us and we will be happy to explain how it works before, during, or after your move.