Complaints Procedure for Man with Van Merton Customers

This Complaints Procedure explains how you can raise a concern about Man with Van Merton, how we will respond, and what you can expect from us. It applies to all customers using our man and van and removal services, including home moves, office moves, collections, deliveries, and related transport services.

Our Commitment to Resolving Complaints

Man with Van Merton is committed to providing a reliable, careful and professional removal service. If something goes wrong, we want to know about it so we can put it right and improve our service. We will treat every complaint seriously, investigate it fairly and aim to resolve it as quickly as possible.

We will always:

Listen to your concerns and treat you with respect, consider all the information provided, keep you informed about the progress of your complaint, and explain clearly the outcome and any next steps.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication or conduct, where you would like a response or resolution. Examples include:

Concerns about the care and handling of your belongings during a move, issues with punctuality, arrival or delivery times, disagreements about pricing or additional charges, problems with communication before, during or after your move, or concerns about the conduct or attitude of team members.

We encourage you to raise any issue, even if you are not sure it is a formal complaint. We would rather know and have the opportunity to address it.

How to Make a Complaint

You can make a complaint in writing or verbally, whichever is easier for you. Written complaints help us review the details more accurately, but we will accept complaints in any form.

When making a complaint, please provide as much information as possible, including your full name, the date of your move or booking, the collection and delivery locations, a clear description of what went wrong, any steps already taken with our staff, and any supporting information such as photographs, inventory notes or driver details.

This information helps us investigate your complaint and respond more efficiently.

Timescales for Raising a Complaint

We ask that you contact us as soon as reasonably possible after the issue arises. For concerns about damage or loss of items, please notify us within a reasonable period after completion of the move, so that we can properly investigate and assess the situation while details are still clear.

Complaints raised long after the service has been completed may be more difficult to investigate fully, but we will always review the information you provide and respond appropriately.

How We Handle Your Complaint

Once we receive your complaint, we will follow a clear process:

First, we acknowledge your complaint and confirm that it is being reviewed. Then, we investigate by gathering information from you, the driver, and any team members involved, as well as reviewing booking details, job sheets and any relevant photographs or notes. After that, we assess what happened, whether our service met our standards, and what should be done to put things right. Finally, we respond to you, setting out our findings, our decision and any proposed resolution.

We aim to provide an initial acknowledgment within a reasonable timeframe and a full written response once the investigation is complete. If we need more time, we will let you know and explain why.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the results of our investigation, possible outcomes may include an explanation of what happened and why, an apology where we have fallen short of our standards, practical steps to correct an issue where this is possible, a review of our internal procedures or staff training to prevent similar issues, or consideration of goodwill gestures where appropriate.

Any offer of resolution will be made fairly and with reference to the specific circumstances of your move and the agreed terms of service.

Damage, Loss and Service Issues

If your complaint relates to damage or loss of items during a removal or man and van service, we will ask for details of the items concerned and evidence of the damage where available. This may include descriptions, photographs and details of packaging or pre-existing condition. We will review how the items were loaded, secured and transported, and whether any specific instructions were given to our team.

Our responsibility for damage or loss will be considered in line with our terms of service and any applicable limitations. We expect customers to pack items securely where they have chosen to handle their own packing, and we will take account of this when assessing claims.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or feel that it has not been handled fairly, you may ask for it to be reviewed at a higher level within Man with Van Merton. When requesting an escalation, please explain which parts of the decision you disagree with and provide any additional information you believe is relevant.

We will arrange for a further review where possible and provide you with a final response, setting out our position clearly.

Using Complaints to Improve Our Service

We view complaints as an important source of feedback about our removal and man and van services. We regularly review complaint outcomes and look for patterns or recurring issues, so that we can improve our processes, training and communication. This helps us provide a more reliable, careful and efficient service to customers planning moves, deliveries and collections in our service area.

By following this Complaints Procedure, we aim to resolve individual problems fairly and also use your experience to strengthen the overall quality of service provided by Man with Van Merton.