Complaints Procedure

Man with Van Sutton Complaints Procedure

This complaints procedure explains how you can raise a concern about Man with Van Sutton and how we will respond. Our aim is to provide reliable, professional removal and man and van services, and we take any expression of dissatisfaction seriously. We use all feedback, including complaints, to improve the way we plan, manage and deliver moves for our customers.

Purpose of this complaints procedure

The purpose of this procedure is to give you a clear and fair route for raising issues about our services. It sets out what we count as a complaint, how you can contact us, the stages of our review, and what you can expect from us throughout the process. This procedure applies to all domestic and small business customers using our moving, collection, delivery and man with a van services.

What counts as a complaint

A complaint is any expression of dissatisfaction about the services provided by Man with Van Sutton where you would like us to investigate and provide a response. Examples include concerns about punctuality, conduct of staff, handling of goods, adherence to agreed instructions, quality of service, or how we have communicated with you before, during or after a move. This procedure does not cover general enquiries or requests for quotes, which are handled by our bookings and customer service team.

Our commitment to you

We are committed to treating every complaint seriously, fairly and in a timely manner. We will listen to your concerns, investigate what happened, and, where something has gone wrong, work to put things right where reasonably possible. We aim to be open and transparent in our explanations so you can understand our findings and how we reached our decisions.

How to make a complaint

You can raise a complaint verbally or in writing. You may prefer to contact us shortly after a move so that details are fresh and can be checked more easily. When submitting a complaint, please provide as much relevant information as you can, including your full name, the service date, pick-up and delivery addresses, a clear description of your concerns, and any supporting information such as item lists, photos or written instructions that relate to the issue.

Time limits for complaints

To help us investigate effectively, you should raise any complaint as soon as reasonably possible. If your concern involves loss, damage or delays, we ask that you notify us promptly after discovering the problem. While we will consider complaints raised later, our ability to verify events may be reduced if substantial time has passed since the service was carried out.

Stage one: initial review and response

At the first stage, your complaint will be logged and reviewed by a member of our customer service team or an appropriate manager. We will acknowledge that we have received your complaint and explain the next steps. During our initial review we may contact you to clarify details or obtain additional information. We may also speak with staff involved in your move and review any relevant records such as job notes, item lists or route details.

After completing the initial review, we will provide a response explaining our understanding of your complaint, what we have found, and any action we propose to take. Wherever possible we will try to resolve your complaint at this stage through explanation, an apology where appropriate, corrective action, or another form of practical resolution.

Stage two: further investigation

If you are not satisfied with the outcome at stage one, you may ask for your complaint to be reviewed at stage two. At this point, a senior member of the team, who was not directly involved in your move where possible, will look again at your complaint. They may reassess the evidence, gather further information and consider whether our response at stage one was fair and reasonable.

Following this further investigation, we will send you a final response explaining the outcome of the review. This will set out any additional findings, the reasons for our decision, and any further steps we will take. Once the stage two review is complete, our internal complaints procedure will normally be considered exhausted.

Timescales for handling complaints

We aim to acknowledge complaints within a reasonable period after receiving them. We will then work to investigate and respond within a practical timescale, taking into account the nature and complexity of the issues raised. If we need more time to complete our review, we will let you know and keep you informed of progress. We will always try to reach a conclusion as quickly as is reasonably possible while still carrying out a thorough investigation.

Information and evidence we may request

To investigate your complaint fairly, we may ask you to provide information such as photographs of any alleged damage to items or property, copies of written instructions, booking confirmations, inventories or delivery notes. We may also ask for confirmation of any previous conversations or agreements that are relevant to your complaint. Providing this information promptly will help us reach a clear and well supported outcome.

Possible outcomes and remedies

Depending on our findings, outcomes may include an explanation of what happened, an apology, corrective action to improve future services, or other proportionate and practical steps to address the specific issue raised. Any remedies will take into account our terms and conditions, the scope of the services you booked, and the evidence available. Where a complaint is not upheld, we will clearly explain why we have reached that conclusion.

Respectful behaviour and fair treatment

We expect all communication relating to complaints to remain courteous and respectful. Our team will treat you politely and will not tolerate abusive, threatening or discriminatory behaviour. Equally, we will always seek to act fairly and without bias, giving proper consideration to the information you provide and to our own records before reaching any conclusion.

Using complaints to improve our services

We regularly review complaints to identify trends, common concerns and opportunities for improvement. Lessons learned may lead to changes in our internal procedures, additional staff training, clearer communication with customers or updates to planning and scheduling for our removal and man with a van services. By raising a complaint, you are helping us to improve the service we provide to all customers.

Updates to this complaints procedure

Man with Van Sutton may update this complaints procedure from time to time to reflect changes in our services, operational practices or legal requirements. The most current version will apply to any complaint raised. You can ask our team to confirm the latest version if you require further information about how we handle complaints.