Complaints Procedure for Man With a Van Tolworth

This complaints procedure explains how customers can raise concerns about services provided by Man With a Van Tolworth and how those concerns will be handled. It applies to all work we carry out, including local and longer-distance moves, man and van services, item transport, and related removal activities.

Our Commitment to Handling Complaints

We aim to provide a reliable, careful and professional removal service. If something goes wrong, we want to know so that we can put matters right and improve our service. All complaints are taken seriously, handled fairly and kept as confidential as possible. We will never treat a customer less favourably because they have made a complaint in good faith.

What This Procedure Covers

This procedure covers complaints about the quality of our removal or transport services, including collection, loading, unloading and delivery of goods, punctuality, behaviour of staff, damage to property or possessions, administration and communication issues, and any other concern about how we have delivered our services.

This procedure does not cover matters that are outside our control, such as delays caused by severe traffic disruption, police or emergency closures, or access issues at collection or delivery addresses which were not disclosed in advance. However, if you are unsure whether your concern is covered, you should still contact us and we will clarify the position.

Raising an Informal Concern

In many cases, an issue can be resolved quickly and informally. As soon as you notice a problem, please raise it with the driver or team on the day of the move where possible. They will try to resolve it on the spot, for example by adjusting how items are loaded or unloaded, clarifying agreed services, or discussing any immediate concerns about timing or conduct.

If the issue cannot be resolved during the job, or if you prefer not to discuss it with the team directly, you can raise a formal complaint as set out below.

How to Make a Formal Complaint

You should make your complaint as soon as reasonably possible after the issue arises so that we can investigate while details are still clear. Please set out your complaint in writing and include:

• Your full name and the address where the service was carried out
• The date of your booking and the date the service took place
• A clear description of what went wrong and when it happened
• The names or descriptions of any staff involved, if known
• Any evidence you can provide, such as photographs of damage, inventory lists, job references or written notes
• How you would ideally like the matter to be resolved

Written complaints help ensure that we understand your concerns accurately and can follow them up properly.

Acknowledgement of Your Complaint

We aim to acknowledge all written complaints within a reasonable period of receipt. The acknowledgement will confirm that we have received your complaint and will outline the next steps in the process. If any information is missing or unclear, we may ask you for further details to help us investigate properly.

Investigation Process

Once your complaint has been acknowledged, we will investigate the issues you have raised. Depending on the nature of the complaint, this may include:

• Reviewing booking details, job notes and any written agreements
• Speaking with the driver or removal team who carried out the work
• Examining photographs or other evidence you provide
• Considering relevant policies, terms and conditions, and any specific instructions you gave before or during the move

We aim to complete most investigations within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and keep you updated on progress.

Our Response and Possible Outcomes

After investigating, we will provide a written response explaining the outcome. Where your complaint is upheld in whole or in part, we will set out any steps we propose to take. Depending on the circumstances, this may include:

• An explanation of what went wrong and why it happened
• A sincere apology for any inconvenience, stress or loss caused
• Practical steps to correct the problem where possible
• A review of our internal processes, staff training or procedures to reduce the risk of recurrence
• Where appropriate and in line with our terms and conditions, an offer of compensation or another form of remedy

If we do not uphold your complaint, we will explain our reasoning and the evidence considered. Even where a complaint is not upheld, we may still use the information to improve our service.

Your Responsibilities When Making a Complaint

To help us deal with your complaint fairly and efficiently, we ask that you:

• Provide accurate and complete information about the issue
• Raise your concerns as soon as possible after the service
• Keep any relevant documents, records or photographs
• Communicate with us respectfully and allow us reasonable time to investigate

We reserve the right to end communication if a customer behaves in an abusive, threatening or discriminatory manner, although this will not prevent us from considering the substance of a legitimate complaint.

Further Review of Your Complaint

If you are dissatisfied with the outcome of your complaint, you may request a further review. In your request, please explain why you disagree with the response and provide any additional information you believe is relevant. A different person, where possible, will review the matter and provide a final written response.

Using This Procedure Across Our Service Area

This complaints procedure applies to all services provided under the Man With a Van Tolworth name, whether the work takes place locally or involves travel to or from other areas. The standards of care, investigation and resolution are the same for every customer, regardless of the size of the move or the distance travelled.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas for improvement in our removal and transport services. This may lead to changes in how we plan jobs, protect items in transit, train staff, schedule work or communicate with customers before and after a move.

By following this complaints procedure, we aim to resolve individual issues fairly while also using what we learn to provide a more reliable and professional service for all future customers.