Complaints Procedure

Complaints Procedure for Man with Van Crofton Park

This complaints procedure explains how customers of Man with Van Crofton Park can raise concerns about our removals and man and van services, and how we will respond. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve the way we manage moves and deliveries.

Our Commitment to Handling Complaints

We recognise that, from time to time, things may not go as planned during a move or collection. When this happens, we want to know about it so we can put matters right where possible. Every complaint is taken seriously and will be handled with respect, confidentiality and without discrimination. We are committed to:

Listening carefully to your concerns about any aspect of our man and van or removals service.

Responding promptly and clearly, with realistic timescales for a full reply.

Investigating matters thoroughly and impartially.

Providing an explanation, apology where appropriate, and any suitable remedial action.

Using the outcome to improve our services and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication, pricing clarity, or how we have handled your belongings during a move, whether you feel the issue is minor or serious. This may include:

Concerns about the care, handling, packing or transport of your items.

Disagreement about what was agreed in the quotation or booking for your removal.

Issues with punctuality, behaviour or attitude of our team members.

Problems with communication before, during or after the move.

Concerns about charges, payment, or how additional costs were explained.

If you are unsure whether your concern is a complaint, you may still raise it using this procedure and we will advise you how it will be handled.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this creates a clear record of the details. When raising a complaint, please provide:

Your full name and, if applicable, the name on the booking.

The date and location of the service.

A clear description of what went wrong, including times and names of staff if known.

Any supporting information, such as inventory notes or photographs of damage.

What you would like us to do to resolve the matter, such as an explanation, apology, or consideration of a remedy.

If you make a complaint verbally, we may ask you to confirm key details in writing so that we can accurately record the issue.

Timescales for Responding

We will acknowledge your complaint as soon as reasonably practical. In most cases, this will be within five working days of receiving it. The acknowledgement will confirm that we have received your complaint and explain the next steps.

We aim to provide a full written response to most complaints within twenty working days. If the matter is complex, for example where we need to obtain additional information, speak with multiple staff members, or assess possible loss or damage, we may need more time. If this happens, we will let you know within the initial response period and provide an updated timescale.

How We Investigate Complaints

Once we receive your complaint, we will appoint a person with appropriate experience to review the matter. Our investigation may include:

Reviewing the booking details, quote, terms and any written correspondence.

Speaking with the staff members involved in your move or delivery.

Examining inventory records, photographs, or any relevant documentation.

Assessing any reported loss or damage in line with our terms of service.

Considering whether our procedures were followed correctly on the day.

We will always aim to be fair and balanced, ensuring that your account of events is carefully considered alongside any information we hold.

Outcomes and Remedies

At the end of our investigation, we will provide a clear response outlining:

What we have understood your complaint to be.

What we found during our investigation.

Whether your complaint is upheld, partly upheld or not upheld.

Any steps we have already taken or will take to resolve the issue.

Where appropriate, remedies may include an apology, an explanation, practical steps to correct an error, or consideration of compensation in line with our removal service terms and conditions. Any financial remedy will take into account the scope of the service provided, the value of the items involved and any relevant limitations set out in our agreement with you.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may request a review of your complaint. When doing so, please explain which aspects of the outcome you disagree with and provide any further information you feel has not been considered.

A review will be carried out by a person who was not responsible for the original investigation, where possible. They will look again at the complaint, the evidence and the initial decision. After the review, we will send you a final response explaining whether the original decision is upheld or changed, and why.

Complaints Involving Loss or Damage

Where your complaint involves alleged loss or damage to belongings during a move, we may ask for additional evidence, such as photographs, proof of ownership or value, and details of the condition of the items before the move. You should report any visible damage as soon as you become aware of it so that we can investigate promptly.

All claims of loss or damage will be assessed in accordance with our service terms, including any limits to liability, exclusions, and requirements for packaging and access. We encourage customers to read these terms carefully at the time of booking.

Use of Complaints to Improve Our Service

We see every complaint as an opportunity to review and improve the way we deliver man and van and removal services. Where we identify recurring issues, we may implement additional training, adjust our procedures, or update our communication materials to provide clearer information to customers in our service area.

By following this complaints procedure, Man with Van Crofton Park aims to provide a transparent, fair and consistent approach to resolving issues and maintaining the trust of our customers.