Complaints Procedure

Merton Man and Van Complaints Procedure

Merton Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern and what you can expect from us in response.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for customers who are unhappy with any aspect of our moves, transport, packing, or related services. It covers issues that may arise before, during, or after a job, including quotations, booking arrangements, moving day performance, conduct of staff, handling of belongings, and post-move communication.

This procedure applies to all customers who have used or attempted to use our removal or man and van services, whether for home moves, office relocations, or smaller transport jobs.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This can include, for example:

Delays, missed arrival windows, or cancellations related to your move. Concerns about the behaviour, attitude, or professionalism of our team. Disputes about charges, quotations, or additional fees. Concerns about the handling, loading, or unloading of your belongings. Issues relating to damage or loss of items. Problems with communication or follow-up from our office or drivers.

We welcome feedback of all kinds, but if you specifically want your concern to be logged and investigated as a formal complaint, please make this clear when you contact us.

How to Make a Complaint

You can raise a complaint using any written method you prefer. Please clearly mark your message as a complaint and provide as much information as possible so we can investigate efficiently. Helpful details include your full name, the date of your move or booking, the pick-up and drop-off locations, a clear description of what went wrong, and any supporting information such as photos, item lists, or booking references.

If your concern relates to an urgent matter on the day of your move, such as a late arrival or an immediate problem at the property, please also contact the office by your usual method so we can try to resolve the issue quickly while the service is in progress.

What Happens After You Submit a Complaint

Once we receive your complaint, we will log it in our system and begin an internal review. We aim to acknowledge all complaints within a reasonable timeframe and to provide a full response after we have investigated the matter. In many straightforward cases we will respond much sooner.

Our investigation may include reviewing your booking details and agreed service specification, speaking to the driver or removal team involved, checking any photographs or evidence provided, and reviewing tracking, timing, or route information where applicable. We may contact you to clarify details or to request additional information to help us understand the situation fully.

Response Times and Stages

We aim to handle complaints in a prompt and structured way. As a general guide, we will acknowledge your complaint as soon as reasonably possible and then provide an initial response after our first review. If your complaint involves more complex issues, such as alleged damage, loss, or a dispute about charges, we may need extra time to investigate properly. In such cases we will keep you informed of progress and let you know when you can expect a further update.

Our response will explain our understanding of what happened, the outcome of our investigation, and any actions we propose to take. These actions may include an apology, a practical resolution to put things right where possible, or an explanation if we do not uphold some or all of your complaint.

Complaints Involving Damage or Loss

If your complaint relates to damage or loss of items during a move, please let us know as soon as you become aware of the issue and provide clear details. Where possible, include photographs, a description of the item or items concerned, and an explanation of how and when you believe the damage or loss occurred. Prompt and detailed information helps us to review the circumstances and consider appropriate next steps.

Our handling of such complaints will take into account the terms and conditions that applied to your booking, including any limits on liability, packing responsibilities, and any specific declarations made at the time of booking. We will always aim to treat these matters fairly and to communicate our position clearly.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed. When requesting a review, please explain why you disagree with our initial response and provide any additional information you believe has not been fully considered.

We will arrange for your complaint and our initial decision to be reviewed, where possible, by someone who was not directly involved in the first investigation. Following this, we will provide a final response outlining our position and any further steps we can offer.

Our Commitment to Fairness and Improvement

Merton Man and Van takes all complaints seriously. We use the information we receive through complaints and feedback to identify areas where we can improve our organisation, our moving practices, and the customer experience. This can include updating staff training, improving communication, refining our quotations and booking process, and reviewing how we plan and deliver moving jobs.

We are committed to handling all complaints respectfully, proportionately, and without discrimination. Raising a complaint in good faith will not affect any ongoing or future service you may receive from us. Our goal is to resolve issues fairly and to maintain the trust of our customers across all of the removal and man and van services we provide.