Surrey Man and Van Complaints Procedure

Surrey Man and Van is committed to providing a reliable and professional removals and man and van service. We aim to complete every move safely, on time, and with care. However, we recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, what information we need, and how we will respond and work towards a fair resolution.

Our Approach to Complaints

We view complaints as an opportunity to put things right and improve our services. All complaints are treated seriously, handled confidentially, and investigated fairly. We aim to resolve issues at the earliest possible stage and to keep you informed throughout the process.

This procedure applies to all customers who have used, or have agreed to use, our removals or man and van services for household or business moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, or how we have handled a previous issue. Examples include:

Service delays on moving day

Concerns about how items were handled, packed, loaded, or unloaded

Damage to property or belongings during a move

Disputes about charges, invoices, or quoted prices

Conduct, attitude, or behaviour of our team members

Lack of communication or failure to follow up as agreed

You do not have to use specific language or label your concern as a formal complaint for this procedure to apply.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we can take initial details over the phone or in person, we may ask you to confirm the key points in writing so we have a clear and accurate record.

When submitting a complaint, please provide:

Your full name and preferred contact details

The date of your move and any reference or booking number

A clear description of what happened and when it occurred

Any relevant supporting information, such as photographs of damage or copies of correspondence

Details of any steps already taken to resolve the issue informally

What outcome you are seeking, such as an explanation, apology, rectification work, or contribution to costs

Providing accurate and complete information helps us investigate your complaint effectively and respond promptly.

Informal Resolution

In many cases, issues can be resolved informally and quickly, often on the day of the move or shortly afterwards. If you are unhappy with any aspect of the service, please raise it with the team leader on site or with our office as soon as possible. We will try to resolve the matter immediately by discussing what has happened and agreeing suitable next steps.

If the issue cannot be resolved informally, or you remain dissatisfied with the outcome, you may ask for your complaint to be handled under our formal complaints procedure.

Formal Complaints Process

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint in writing within a reasonable timeframe. In our acknowledgement, we will confirm we have received your complaint and outline the next steps.

Investigation: A member of our management team will review your complaint, examine relevant documents, and speak with staff involved. If necessary, we may contact you for further details or clarification.

Assessment: We will consider the evidence, our service terms, and any applicable policies. We will decide whether the complaint is upheld fully, partially, or not upheld.

Response: We will provide you with a written response setting out our findings, any remedy we propose, and the reasons for our decision.

Timescales: We aim to provide a full written response within a reasonable period. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Where a complaint is upheld, we will seek a fair and proportionate resolution. Depending on the circumstances, this may include one or more of the following:

A clear explanation of what went wrong and why

A sincere apology for any inconvenience, distress, or disruption caused

Rectification work, such as revisiting the property to complete agreed tasks where reasonably possible

Review or adjustment of charges, where appropriate and supported by the evidence

Contribution towards repair or replacement costs in line with our terms and any applicable limits

Internal action, such as additional staff training, procedure changes, or other service improvements

All remedies will take into account the terms agreed before the move and any applicable limitations of liability set out in those terms.

When You Are Not Satisfied With Our Response

If you are not satisfied with the outcome of your complaint, you may request a further review. A senior member of our team, not previously involved in the original decision, will reconsider the matter where possible.

We will review the original investigation, any new information you provide, and the reasoning behind the decision. We will then send you a final written response setting out our conclusions.

Time Limits for Making a Complaint

We encourage you to raise complaints as soon as possible so we can investigate while events are still fresh and evidence is readily available. In particular:

Concerns about damage to property or belongings should be reported at the earliest opportunity and, wherever possible, supported by photographs.

Issues relating to invoices or charges should be raised promptly upon receipt of the invoice or payment request.

Where complaints are made after an extended period, it may be more difficult to investigate fully, and this may affect the options available for resolution.

Use of Information and Confidentiality

All complaints are handled in line with our privacy practices. Information you provide will be used only for investigating and resolving your complaint, training staff, and improving our removals and man and van services. We will share details internally only with those who need the information to deal with the matter appropriately.

Continuous Improvement

We regularly review complaints and feedback to identify recurring themes and areas for improvement. This may lead to updates in our moving procedures, staff training, packing methods, vehicle allocation, and communication processes. By following this complaints procedure, our aim is not only to address individual concerns but also to enhance the overall quality and reliability of our services for all customers.