Complaints Procedure
Merton Man and Van Complaints Procedure
Merton Man and Van is committed to providing a reliable and professional man and van and removals service. We understand that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to give customers a clear, fair, and accessible route to share any dissatisfaction with our services. It applies to all aspects of our work, including local removals, man and van services, packing assistance, loading and unloading, and any associated customer service issues.
We use all feedback, including complaints, to review our performance and improve our services for future customers.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled a booking, job, or enquiry, where you would like a response or resolution. Examples include:
Concerns about how your belongings were handled or transported. Issues relating to punctuality, staffing levels, or conduct of team members. Disagreement about charges, waiting times, or additional costs. Concerns about communication before, during, or after a move.
This procedure does not cover matters that are already the subject of legal proceedings or insurance claims, but you are still welcome to tell us about any concerns so we can understand and, where possible, address them.
Raising a Complaint
You should raise your complaint as soon as possible, preferably within a reasonable time after the service took place. The sooner we know about the issue, the easier it is for us to investigate and respond fairly.
Please include the following information when you first contact us about a complaint:
Your full name and any reference or booking details you have. The date and location of the service. A clear description of what happened and why you are dissatisfied. Details of any items or aspects of the service that are of particular concern. Any supporting information, such as photographs or written notes, if available.
You can raise your complaint via our usual contact channels. We will treat your complaint respectfully and confidentially.
Our Complaint Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will record it and arrange for an initial review. We aim to acknowledge your complaint within a reasonable time, confirming that we have received your concerns and providing an outline of the next steps in the process.
At this stage, we may ask for further information if anything is unclear. Providing complete and accurate information helps us to understand the situation properly and to investigate fairly.
Stage 2: Investigation
Your complaint will be investigated by a person with appropriate responsibility within Merton Man and Van. This may include:
Reviewing your original booking details and any written correspondence. Speaking with the team members involved in your move or service. Considering any photographs or other evidence you have provided. Checking our internal policies, procedures, and notes from the job.
We aim to complete our investigation within a reasonable timeframe. If, for any reason, the investigation is likely to take longer, we will let you know and provide an updated timescale.
Stage 3: Response and Outcome
When the investigation is complete, we will provide you with a clear written response. This will include:
A summary of the concerns you raised. The findings of our investigation. Our decision regarding your complaint. Any steps we will take to put things right, if appropriate.
Possible outcomes may include an explanation or clarification, an apology, practical steps to address the issue, or other appropriate remedies in line with our policies. Where we do not uphold a complaint, we will explain the reasons for our decision.
If You Are Unhappy With Our Response
If you are not satisfied with the outcome of your complaint at Stage 3, you may request that we review the decision. In doing so, please explain why you are dissatisfied with our response and provide any additional information you believe is relevant.
A further review will be carried out, where possible by someone not directly involved in the original investigation. We will then provide a final response, outlining our position and any further action we consider appropriate.
Time Limits and Evidence
To allow for a fair and thorough investigation, we encourage you to raise complaints as soon as you can after the issue occurs. Over time, it may become more difficult to obtain accurate information, and this may limit the actions we are able to take.
We will consider all available evidence, including staff accounts, job records, and any information you provide. We aim to be fair, balanced, and reasonable in assessing all the circumstances.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared with those who need it in order to investigate and resolve your complaint. We will handle personal data in line with applicable data protection principles and our internal policies.
Using Feedback to Improve Our Service
Feedback, including complaints, is an important part of how we improve our removals and man and van services. We regularly review the types of complaints we receive to identify trends, training needs, or changes we can make to our processes, with the aim of providing a safer, more efficient, and more reliable service for all customers.
Changes to This Complaints Procedure
Merton Man and Van may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice in complaint handling. Any updated version will apply from the date it is published and will govern how new complaints are handled.
This Complaints Procedure is intended to be clear and accessible. If there is anything you do not understand, you are welcome to contact us for clarification.
