Complaints Procedure

Man and Van Merton Complaints Procedure

Man and Van Merton aims to provide a reliable, professional and courteous removal service for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect from our investigation and response.

Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and fair process for customers who are dissatisfied with any aspect of our man and van or removal services. We use all feedback, including complaints, to improve our standards, our customer communication, and the way we carry out local and longer-distance moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to investigate and respond. This may include concerns about:

Service quality during a move, loading, unloading or transportation

Conduct, attitude or professionalism of our removal team

Timekeeping, lateness, missed appointments or cancellations

Damage to property or belongings during collection, transit or delivery

Accuracy of information given during booking or quotation

Billing, charges, payment disputes or changes to agreed costs

Any other aspect of our man and van or removal services that has caused you inconvenience, loss or dissatisfaction

How to Make a Complaint

You can make a complaint verbally or in writing. For clarity and to help us investigate thoroughly, we encourage customers to submit complaints in writing wherever possible. When raising a complaint, please provide:

Your full name

The service date and collection or delivery address

A clear description of what went wrong

Any relevant booking reference or invoice number

Details of any damage, loss or additional costs incurred

What outcome you are seeking, where applicable

The more detail you provide, the easier it is for us to understand what occurred during your move and to respond in a fair and timely manner.

Complaints Time Limits

We ask that you raise any service-related complaint as soon as reasonably possible after the move, and normally within 14 days of the service date. For damage or loss of items, we ask you to notify us as soon as the issue is identified, ideally within 48 hours of delivery. This helps us to investigate while details are still recent and evidence can be more easily reviewed.

Our Complaints Handling Stages

We handle complaints in clear stages to ensure they are dealt with consistently and fairly.

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as practicable. In our acknowledgement we will confirm that we have logged your concerns, outline the next steps, and, where possible, give you an estimated timescale for our investigation and response.

Stage Two: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Man and Van Merton who was not directly responsible for the issue wherever reasonably possible. The investigation may include:

Reviewing booking details, job sheets and route information

Speaking with the removal team involved in your move

Reviewing photographs, notes or other evidence provided

Evaluating our terms and conditions of service

Assessing whether our service met our stated standards

We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If we need more time, we will let you know and explain why.

Stage Three: Response and Outcome

After we complete our investigation, we will provide you with a written response that sets out:

A summary of your complaint

What we have investigated and the information we have reviewed

Our findings and whether your complaint is upheld in full, in part or not upheld

Any proposed remedy, which may include an apology, explanation, corrective action, service review or, where appropriate, financial consideration in line with our terms and conditions

Details of any further steps you can take if you remain dissatisfied

Appealing a Decision

If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. An appeal should normally be made within 14 days of our final response and should clearly state why you believe the outcome is incorrect or unfair, and provide any additional information you wish us to consider.

A more senior member of our team, who was not involved in the original decision, will review your complaint, our handling of it and any new information. We will aim to provide a further response within 14 working days. This review will normally be our final internal position on the matter.

Complaints Involving Damage or Loss

For complaints involving alleged damage or loss of items during a move, we may ask for supporting evidence such as photographs, repair estimates or proof of purchase. This enables us to assess the circumstances of the move and consider liability in accordance with our terms and conditions and any relevant cover in place at the time of booking.

Our ability to offer compensation may be affected by the nature of the item, how it was packed, existing condition, and whether our packing service was used. All claims of this type will be assessed carefully and individually.

Our Commitment to Fairness and Improvement

We are committed to handling all complaints sensitively, promptly and fairly. Your feedback helps us improve our service to customers across our operating area, from small local moves to larger removals. Where our investigation identifies that we could have done better, we will take steps to change our processes, provide additional staff training or adjust our service procedures.

Man and Van Merton appreciates the time our customers take to raise concerns and we are committed to resolving issues wherever reasonably possible and learning from each complaint to enhance our service quality.



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Quality Man and Van Merton, Affordable Pricing

Our services, deals and offers are the best on the market, both in terms of quality and pricing. If you are a resident of SW19 or SW20, you can take advantage of our services at the best available rates. We listen to our clients with patience and also provide customized solutions as per their specific requirements. So if you are interested in booking our man and van Merton, you know how to reach us. Give us a ring today to discuss your requirements and allow us to serve you with a smile. Happy moving!

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

Company name: Man and Van Merton Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 48 Havelock Rd
Postal code: SW19 8HD
City: London
Country: United Kingdom

Latitude: 51.4258960 Longitude: -0.1877810
E-mail:
[email protected]

Web:
Description: You can find top quality man and van removal services at affordable prices only at our company in Merton, SW19. Contact us today.
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