Complaints Procedure for Man with Van Norbiton
This Complaints Procedure explains how customers of Man with Van Norbiton can raise concerns about our moving and transport services and how we handle, investigate, and resolve those concerns. Our aim is to deal with every complaint fairly, consistently, and promptly, and to use feedback to improve our removal services.
Our Commitment to Handling Complaints
We are committed to providing a reliable and professional removals and man and van service. If something goes wrong, we want to know about it so we can put it right where possible and prevent it from happening again. All complaints are treated seriously, whether they relate to punctuality, conduct of staff, handling of goods, pricing, or any other aspect of the service.
What This Procedure Covers
This procedure applies to all domestic and small business customers using our man and van or removal services. It covers complaints about service quality, damage or loss of goods, behaviour of drivers or porters, accuracy of quotes, billing issues, and communication before, during, or after a move.
This procedure does not cover matters that are being handled by an insurance company, a court, or another external dispute body, but we will still record and monitor such issues as part of our service improvement.
How to Make a Complaint
You can raise a complaint as soon as you become aware of an issue. We encourage you to raise any concerns on the day of the move, or as soon as reasonably possible after the service has been completed.
You may submit a complaint in writing, or by speaking directly with a member of our team who will record the details. Please provide as much information as possible so that we can investigate properly.
Information We Need From You
When making a complaint, please include the following details where possible:
Date of the service and approximate times, your full name, the collection and delivery addresses, a clear description of what went wrong, details of any damage, missing items, delays, or behaviour you are unhappy with, any photographs, inventory lists, or other supporting information, and what outcome you are seeking, such as an explanation, apology, remedial work, or consideration of compensation.
Providing accurate and complete information helps us deal with your complaint more quickly and fairly.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and allocate it to a person responsible for handling it. We aim to acknowledge receipt of your complaint within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.
Stage Two: Investigation of Your Complaint
We will then investigate your concerns. This may include reviewing job records, booking details, inventories, and any messages related to your move, speaking to the driver and any porters involved in your job, reviewing photographs or other evidence supplied by you or our team, and assessing whether our usual procedures were followed correctly.
Our objective is to understand what happened, whether our service fell below the standards we expect, and what we can do to resolve the situation.
Stage Three: Response and Outcome
After our investigation, we will send you a clear and reasoned response. This will normally include a summary of your complaint, details of what we have found during our investigation, and any actions we propose to take.
Possible actions may include an apology and explanation, practical steps to put things right where possible, a review of our processes or staff training, and consideration of financial remedies where appropriate and in line with our terms and conditions.
We aim to respond as soon as reasonably possible, but more complex issues may take longer to investigate. If we need more time, we will let you know.
Damage, Loss, and Insurance
If your complaint relates to damage or loss of items during a removal, we may ask for photographs, purchase information where available, and a description of the condition of items before the move. Claims may be assessed in line with any agreed coverage and the terms provided at the time of booking.
In some cases, your own home or contents insurance may need to be involved, and we may work with you to provide relevant details about the service carried out.
If You Are Not Satisfied With the Outcome
If you disagree with the outcome of your complaint, you may ask for your case to be reviewed. In your request, please explain why you are not satisfied and provide any further information that you believe has not been considered.
We will then arrange for a review, which may be carried out by a different person from the one who handled your complaint initially. After the review, we will provide a final response setting out our position.
Timescales for Making a Complaint
We recommend that complaints about delays, conduct, or service quality are raised within a reasonable time after the move, so that we can obtain accurate information from everyone involved. Complaints about damage or loss should be raised as soon as you become aware of the issue, ideally within a short period after the service is completed.
Raising issues promptly improves our ability to investigate and resolve them fairly.
How We Use Complaints to Improve
We regularly review complaints and feedback to identify any patterns or recurring issues. This may include additional training for drivers and porters, changes to how we handle loading and unloading, improvements to booking confirmations and estimates, and clearer communication about what customers can expect from their removal service.
By following this Complaints Procedure, Man with Van Norbiton aims to ensure that all concerns are handled in a structured, fair, and transparent way, supporting better experiences for all customers who rely on our moving services.
