Complaints Procedure

Man with Van Tolworth Complaints Procedure

Man with Van Tolworth is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when they are unhappy with any aspect of our services. It applies to all work carried out by Man with Van Tolworth, including local and longer distance moves, packing assistance, loading and unloading, and related removal services. Our aim is to resolve complaints fairly, consistently, and as quickly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether the issue is large or small. This may include, for example, concerns about the standard of work, timings for your move, conduct or behaviour of staff, the way your belongings were handled, damage to property or goods, the accuracy of information given before or during the move, or the way an earlier concern was handled.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We will let you know how it will be handled and whether it can be resolved informally or needs to follow this formal procedure.

Raising a Complaint

We encourage customers to raise any concern as soon as possible, ideally within a reasonable time after the service was provided. This helps us to investigate thoroughly while details are still clear for everyone involved. You can raise a complaint verbally or in writing. Please provide the following information so we can deal with your complaint efficiently and fairly:

The date of your move or booking, a clear description of your concern, including what happened and when, details of any items or property damaged, if relevant, the names of any staff members you dealt with, if known, and what outcome you are seeking, such as an explanation, apology, or practical resolution. The more detail you can provide, the easier it will be for us to review the situation properly.

Informal Resolution

In many cases, complaints can be resolved quickly and informally. Where possible, we will try to address your concern at the first point of contact. This may involve clarifying information, offering an explanation, or putting in place a straightforward solution. If you are happy with the outcome of this informal stage, the matter will be treated as resolved and no further action will be taken.

If you are not satisfied with the informal response, or if the issue is more serious or complex, you can ask for your complaint to be handled as a formal complaint under the next stage of this procedure.

Formal Complaints Process

When a complaint is treated formally, we will acknowledge receipt and begin an internal review. We aim to acknowledge your complaint within a reasonable timeframe and to carry out a thorough investigation. This may include reviewing job records, schedules and notes from the day of your move, speaking to the staff involved, and assessing any photos or other evidence you provide. We will consider the information provided by all parties and review it impartially.

Once the investigation is complete, we will provide a written response explaining our findings, how we have reached our decision, and any steps we propose to take. This may include an explanation or apology, corrective work where appropriate, or other practical solutions in line with our terms and conditions. We aim to resolve most complaints within a reasonable time, although more complex matters may take longer. If additional time is required, we will inform you.

Escalation of Your Complaint

If you are not satisfied with the outcome of the formal complaints process, you may request that your complaint is reviewed again. In this case, a further review will be carried out by a more senior person within the business where possible. They will examine the way your complaint was handled and consider whether the response was fair, reasonable and consistent with our policies. You will then receive a final response outlining the outcome of this review and any further steps that will be taken.

Time Limits for Complaints

We ask that complaints relating to removal services and man and van bookings are raised as soon as reasonably possible. Where the complaint concerns damage or loss, we may ask for supporting evidence, such as photographs or item descriptions, within a reasonable period. Reporting issues promptly helps us to assess what has happened and identify any appropriate remedy. We reserve the right to decline to investigate complaints made after an excessive delay when it is no longer practical to confirm the relevant facts.

Our Commitment to Fairness and Respect

All complaints will be handled in a courteous and professional manner. We will not treat you differently because you have raised a concern. In return, we ask that you treat our staff with respect throughout the process. We may end communication if a customer behaves in a threatening, abusive or discriminatory way, although we will still seek to address any genuine issues raised as far as is reasonably possible.

Using Complaints to Improve Our Service

We use the information from complaints to help review and improve our services. This may include changes to staff training, updates to our procedures for packing and handling goods, better scheduling and planning for moves, and clearer communication about what customers can expect on moving day. Your feedback, whether positive or negative, is valuable in helping us provide a safer, more reliable service for all customers.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, or as required by law or regulation. We will store complaint records securely and only for as long as is necessary for legal, regulatory, insurance or business purposes.

Review of This Complaints Procedure

Man with Van Tolworth may review and update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals industry. The version published on our website will always be the latest version. If you have any questions about how this procedure works, you can contact us and we will provide further information.