Complaints Procedure for Man with Van Sutton

Man with Van Sutton is committed to providing a reliable and professional removals and transport service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to complaints relating to our man and van and removal services, including but not limited to home moves, office moves, single-item transport, packing assistance, and associated loading and unloading activities. It covers the conduct of our staff, the quality of service provided, and any issues related to agreed timings or handling of your belongings.

This procedure does not cover general enquiries, booking questions, or requests for quotes. Those should be raised through our usual customer service channels.

Our Complaints Principles

We handle all complaints in line with the following principles:

Fairness: We treat each complaint objectively and without bias.
Respect: We treat all customers courteously and expect the same in return.
Confidentiality: We only share complaint information with those who need it to resolve the issue.
Promptness: We aim to acknowledge and investigate complaints within reasonable timescales.
Transparency: We explain the reasons for our decisions and actions.

How to Make a Complaint

If you are unhappy with any aspect of our removal or delivery service, please raise the issue as soon as possible so we can try to resolve it quickly. You can make a complaint verbally or in writing.

When submitting a complaint, please provide the following information to help us investigate effectively:

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 happened.
Details of any damage, loss, delay, or other concern.
Names or descriptions of any staff involved, if known.
Any supporting information you may have, such as photographs or inventories.

We recommend making your complaint in writing wherever possible, as this creates a clear record of your concerns and helps avoid misunderstandings.

Time Limits for Making a Complaint

For general service issues, you should notify us within a reasonable time of the service taking place so that we can investigate while details are still fresh and evidence is available.

If your complaint relates to damage or loss of items, you should notify us as soon as you become aware of the problem. Early notification allows us to review our records, speak with the removal team, and assess any possible remedies in a timely way.

Initial Resolution

In many cases, issues can be resolved quickly by speaking to the team on the day or by contacting our office shortly after the service. Where possible, we will aim to resolve your concern immediately or within a short period through explanation, an apology where appropriate, and practical steps to put things right.

If you feel that your concern has not been adequately addressed at this stage, or if the matter is more serious, it will move to the formal complaints stage.

Formal Complaints Process

Once your complaint is received formally, we will:

Acknowledge your complaint in writing within a reasonable timeframe.
Review your description of events and any supporting documents you provide.
Check booking details, job sheets, and any relevant notes recorded by our team.
Speak with the staff involved and, where appropriate, any third parties who may have relevant information.
Assess whether our terms and conditions, agreed service description, and any applicable policies were followed.

We aim to provide a written response to your complaint after our investigation has been completed. The time required will depend on the complexity of the issues raised, but we will keep you informed if we need additional time.

Our Response and Possible Outcomes

After we have investigated your complaint, we will send you a clear written response explaining:

What we have understood from your complaint.
What we found during our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any actions we will take as a result.

Depending on the circumstances, possible outcomes may include:

A clear explanation or further information about what happened.
An apology, where appropriate.
A practical remedy, such as corrective work or assistance with a specific issue.
Consideration of goodwill gestures, where this is appropriate and reasonable.
Changes to our internal processes, staff training, or service procedures to reduce the risk of similar issues in future.

If You Remain Dissatisfied

If you are unhappy with the outcome of your complaint, you may ask for your case to be reviewed again. In doing so, please explain why you disagree with our decision or why you feel the outcome is not fair or reasonable.

We will then arrange for a further review, which may involve a different member of the management team examining your complaint and our previous response. Once this review is completed, we will write to you with our final position.

Customer Responsibilities

For the complaints process to work effectively, we ask that you:

Provide accurate, complete, and honest information about your concerns.
Communicate in a courteous and respectful manner with our staff.
Respond to any reasonable requests for additional information or clarification.
Allow us a reasonable amount of time to investigate and respond.

We reserve the right to end communication where a customer behaves in an abusive, threatening, or persistently unreasonable way, while still considering any valid issues raised.

Records and Continuous Improvement

We keep records of complaints received, investigations carried out, and outcomes reached. These records help us identify patterns, improve our services, and provide further training to our teams where needed. By raising concerns, you help us maintain and enhance the quality of our removal and transport services.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective in addressing customer concerns. We may update it from time to time to reflect changes in our services, operational practices, or legal and regulatory requirements.

If you have questions about how this Complaints Procedure operates, you can contact us through our usual customer service channels before or after making a complaint. We are committed to listening, learning, and doing our best to put things right where they have gone wrong.