Complaints Procedure

Man and Van Surrey Complaints Procedure

Man and Van Surrey is committed to providing a professional, reliable and fair removal service. We aim to resolve any concerns quickly, transparently and in a way that is fair to our customers and our team. This Complaints Procedure explains how you can raise an issue with us and how we will handle, investigate and respond to your complaint.

Purpose of this Complaints Procedure

The purpose of this procedure is to set out a clear and straightforward process for customers who are dissatisfied with any aspect of our man and van or removal services. It helps ensure that:

We listen carefully to your feedback and concerns. We investigate complaints thoroughly and objectively. We provide clear explanations, outcomes and any appropriate remedies. We use complaints to improve our services, training and internal processes.

What This Procedure Covers

This Complaints Procedure applies to any customer using our man and van, home removals, small office moves, collection, delivery or related services. You may raise a complaint about, for example:

The quality or standard of the removal service. The conduct, behaviour or attitude of our staff or contractors. Delays, missed appointments or communication issues. Handling or care of your goods during loading, transport or unloading. Administration issues such as bookings, paperwork or charges.

Complaints relating to accidents, damage or loss of items will also be considered under this procedure, alongside any separate claims or insurance processes that may apply.

How to Make a Complaint

You can make a complaint to us in writing or verbally. We encourage you to raise your concern as soon as possible after the issue arises, so we can investigate effectively and resolve matters quickly. When making a complaint, please provide:

Your full name and the address where our service was provided. The date of your move or booking and any reference you may have been given. A clear description of what happened and why you are dissatisfied. Any relevant details such as timings, staff names if known, and items involved. Any supporting information you wish to share, such as photographs of damage or copies of documents.

Providing as much detail as you can will help us investigate and respond thoroughly.

Stages of the Complaints Process

We aim to handle your complaint in a fair, timely and consistent manner. Our process normally follows these stages:

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and arrange for it to be reviewed by an appropriate member of our team. We will acknowledge your complaint as soon as reasonably practicable and confirm that we are looking into the matter.

Stage 2: Investigation

We will then investigate your complaint. This may include:

Reviewing your booking details, service notes and any photographs or documents. Speaking with the staff members or contractors involved in your move. Considering any relevant policies, terms and conditions or agreed quotations.

We may contact you if we require further details or clarification. Our aim is to understand exactly what happened, why it happened and what, if anything, went wrong.

Stage 3: Outcome and Response

After the investigation is complete, we will provide you with a clear response. This will normally include:

A summary of your complaint and our understanding of the issues raised. The findings of our investigation based on the information available. Our decision and, where appropriate, any offer of remedy or corrective action. Details of any steps we will take to prevent a similar issue in future.

Where compensation or a financial adjustment might be appropriate, this will be considered in line with our terms and conditions and any applicable insurance arrangements.

Stage 4: Escalation

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. In this case, where possible, a different senior member of our team will re-examine the complaint, the investigation and the outcome. They may decide to uphold the original decision, vary it, or reach a different conclusion. We will then provide you with our final position on the matter.

Timescales for Handling Complaints

We aim to deal with complaints as quickly as possible. While actual timescales may vary depending on the complexity of the issues and the availability of information, our general aims are:

To acknowledge your complaint promptly after receipt. To complete our investigation and provide an initial response within a reasonable period. To keep you informed if, due to complexity or operational reasons, we require more time.

If you have particular timing needs, please let us know and we will do our best to take them into account.

Our Commitment to Fairness and Confidentiality

All complaints are taken seriously and are handled with courtesy and respect. We will treat your information in confidence and will only share details with those who need to know in order to investigate and resolve your complaint. We will not treat you less favourably or withdraw services solely because you have raised a complaint in good faith.

Using Complaints to Improve Our Services

We recognise that feedback, including complaints, is an important part of maintaining and improving our removal and man and van services. Where a complaint highlights a weakness in our processes, training, communication or service delivery, we will consider what changes may be appropriate. This may include updating procedures, providing additional staff training or reviewing how we plan and complete removal work.

Alternative Resolution Options

We will do everything we reasonably can to resolve complaints directly with you. If, after you have followed this Complaints Procedure, you still feel that matters remain unresolved, you may wish to seek independent advice about your rights and options. This procedure does not affect any legal rights you may have.

Review of This Complaints Procedure

Man and Van Surrey keeps this Complaints Procedure under regular review to ensure that it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or relevant regulatory expectations.



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Contact us

Company name: Man and Van Surrey Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 980 Great West Road
Postal code: TW8 9GS
City: London
Country: United Kingdom

Latitude: 51.4833600 Longitude: -0.3270850
E-mail:
[email protected]

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