Man and Van Sutton Complaints Procedure

This Complaints Procedure explains how Man and Van Sutton manages and resolves complaints about our man and van and removal services. We aim to provide a reliable, professional service for customers moving home, office or items locally and across the wider area. If something goes wrong, we want to know so we can put it right and improve our service.

Our Commitment to You

We treat all complaints seriously and handle them in a fair, consistent and timely manner. We aim to resolve most issues informally at an early stage, but where that is not possible, this procedure sets out a clear and structured process for you to follow.

We will always:

Listen to your concerns and treat you with respect
Seek to understand what has happened and why
Offer a reasonable and proportionate response
Learn from complaints to improve our man and van and removal services

What Is a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the service you have received from Man and Van Sutton. This can include, but is not limited to:

Concerns about the quality of our moving or transportation services
Issues with our staff, drivers or removal teams
Problems with timing, delays or missed appointments
Damage to goods or property during collection, transit or delivery
Disputes about charges, invoices or agreed services
Concerns about how an earlier issue or query was handled

We encourage you to raise any concern as soon as possible so we can investigate while the details are still clear and evidence is easier to gather.

Who Can Make a Complaint

This procedure can be used by any customer of Man and Van Sutton, including individuals, families and businesses who have booked or received our man and van or removal services. A complaint can also be made on behalf of a customer, provided the person complaining has the customer’s permission to act for them.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss concerns by phone or in person, we recommend setting out your complaint in writing wherever possible. This helps us understand the full details and reduces the risk of misunderstandings.

When making a complaint, please include:

Your full name and, if relevant, your business name
The date of your move or booking and any reference details you have
A clear description of what went wrong and when it happened
The names of any staff you dealt with, if known
Any supporting information you feel is relevant, such as photographs or copies of documents
Details of how you would like us to resolve the matter, if you have a preferred outcome

Stages of the Complaints Process

Stage One: Informal Resolution

In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, or with the team managing your move. Many issues can be resolved quickly through discussion, clarification or a simple correction.

We will aim to respond promptly at this stage, usually within a few working days, to see if we can agree an immediate solution.

Stage Two: Formal Complaint

If you are not satisfied with the outcome at Stage One, or if you feel the matter is too serious to be dealt with informally, you can escalate your complaint as a formal complaint.

Once we receive your formal complaint, we will:

Acknowledge receipt within a reasonable timescale
Review the information you have provided
Gather any additional information needed, which may include speaking to staff, checking schedules, reviewing photographs or examining move documentation
Assess what went wrong and whether our service fell below our expected standards

We aim to provide a full written response to your formal complaint within a reasonable timeframe. If we cannot do so, for example because the matter is complex or key people are unavailable, we will let you know and provide an updated timescale.

Stage Three: Further Review

If you remain dissatisfied after receiving our Stage Two response, you can request a further review. At this stage, your complaint will be considered by a more senior member of our team, who will:

Review the handling of your complaint so far
Consider whether the outcome was fair and reasonable
Decide whether any further investigation or action is needed

We will then provide a final response setting out our position and any further steps we are prepared to take.

Possible Outcomes

Depending on the circumstances of your complaint, the outcome may include one or more of the following:

An explanation or clarification
An apology
Corrective action, for example completing agreed work or rectifying an error
A gesture of goodwill, where appropriate
Changes to our internal processes, staff training or procedures to reduce the likelihood of a similar issue arising again

Any remedy will be proportionate to the nature of the complaint and the impact on you.

Time Limits for Complaints

We ask that you raise complaints as soon as reasonably possible and ideally within a short period of your move or service date. This helps us to investigate effectively and maintain accurate evidence. Complaints raised after a significant delay may be more difficult to review fully, although we will still consider them where we are able.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it in order to investigate and respond to your complaint. We will handle personal data in line with relevant data protection principles and only retain complaint records for as long as necessary for legal, regulatory and operational purposes.

Using This Procedure

By setting out this Complaints Procedure, Man and Van Sutton aims to ensure that customers using our local and regional removal and man and van services know how to raise concerns and what to expect from us. We encourage feedback, both positive and negative, to help us maintain and improve the quality, reliability and professionalism of our service.



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Contact us

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

Street address: 8 Palmerston Rd
Postal code: SM1 4QL
City: London
Country: United Kingdom

Latitude: 51.3651300 Longitude: -0.1853320
E-mail:
[email protected]

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Description: We have the knowledge, experience and equipment to make your moving process in Sutton SM1 go as smooth as possible! Give us a ring to hire the best movers!
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