Complaints Procedure
Sutton Man and Van Complaints Procedure
This Complaints Procedure explains how Sutton Man and Van manages and resolves complaints relating to our man and van and removal services. We aim to provide a professional, reliable and respectful service on every move. If something goes wrong, we want to know so we can put it right and improve our service.
Our Commitment to You
We take all complaints seriously. Every concern raised is treated with respect, confidentiality and fairness. We aim to:
Respond to your complaint promptly and clearly.
Investigate the matter thoroughly and objectively.
Offer a fair and reasonable outcome, based on the facts.
Use your feedback to improve our moving and transport services.
What This Procedure Covers
This procedure applies to complaints about our man and van and removal services, including:
Booking and scheduling of moves.
Conduct and professionalism of drivers, porters or office staff.
Care and handling of your belongings, including loading, transport and unloading.
Timekeeping, punctuality and communication before, during and after a move.
Charges, quotes, invoices and payment issues.
Any other aspect of the service you receive from Sutton Man and Van.
This procedure does not cover general enquiries, requests for quotes or routine booking changes, which should be made through our usual contact channels.
How to Make a Complaint
You can make a complaint verbally or in writing. Written complaints help us to understand the issue clearly, so we recommend providing as much detail as possible, including:
Your full name.
The date of your move or booking.
A clear description of what went wrong.
Any supporting information, such as photographs or item lists, where relevant.
What you would consider to be a reasonable resolution.
Complaints should be raised as soon as possible after the issue arises so that we can investigate promptly and accurately.
Initial Handling of Your Complaint
Once we receive your complaint, we will:
Acknowledge receipt of your complaint within a reasonable timescale.
Record the details of your complaint in our internal system.
Assign a member of staff to manage and investigate your complaint.
If we need more information to understand your concerns, we may contact you to clarify details or request additional evidence such as photos or inventory notes.
Investigation Process
We will carry out a fair and balanced investigation, which may include:
Reviewing booking records, job sheets and any written notes.
Speaking with the driver, porters or other team members involved in your move.
Examining photographs, inventories and any other relevant documentation.
Considering the terms and conditions that applied at the time of your booking.
We aim to complete most investigations within a reasonable timeframe. If the complaint is complex and takes longer, we will keep you updated on progress.
Our Response and Resolution
After we have investigated your complaint, we will provide you with a clear response, explaining:
What we have found during the investigation.
Whether your complaint has been upheld in full, in part or not upheld.
Any steps we have taken to address the issue with our team or processes.
Any proposed resolution, which may include an apology, corrective action or other remedy where appropriate.
Where a complaint relates to damage or loss, any offer of remedy will take into account the circumstances of the move, the information you provided at booking, any packing arrangements and the evidence available.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may ask for a review. In this case, where possible, your complaint will be re-examined by a manager who was not involved in the original investigation.
During a review, we will:
Reconsider the evidence and our original findings.
Check that our procedure has been followed correctly.
Confirm, change or update our original decision.
Following a review, our final position will be confirmed to you. We will also explain any further options that may be available to you under our terms and conditions or local consumer protection law.
Time Limits for Making a Complaint
To enable a fair investigation, complaints about a completed removal or man and van job should normally be made within a reasonable period of the service date. Reports of loss or damage should be raised as soon as you become aware of the issue, preferably within a short time following delivery, so that events can be checked while still recent.
Fair Use of the Complaints Procedure
We expect all customers and staff to behave respectfully throughout the complaints process. We may limit or manage communication where behaviour is abusive, threatening or persistently unreasonable, while still considering the substance of any genuine complaint.
Continuous Improvement
We value your feedback and use information from complaints to improve our man and van and removal services. This may include additional staff training, changes to our procedures, better communication or updates to our terms and conditions. By telling us when things go wrong, you help us provide a better, more reliable moving service for all customers.
Updates to This Procedure
Sutton Man and Van may review and update this Complaints Procedure from time to time to reflect changes in our services, industry practice or legal requirements. The version in force at the time you raise your complaint will apply to the handling of your case.
