Man with Van Croydon Complaints Procedure

This Complaints Procedure explains how Man with Van Croydon handles concerns and complaints about our moving and removal services. We aim to provide a professional, reliable service for all customers. If things do not go as expected, we want to know so we can put matters right and improve our service.

We treat all complaints seriously, whether they relate to home moves, small office moves, packing assistance, or general man and van services. Our goal is to respond promptly, investigate fairly, and provide clear outcomes.

Our Commitment to You

When you raise a concern with Man with Van Croydon, you can expect us to:

Listen carefully to your complaint and record the details accurately. Treat you with respect and courtesy at all times. Investigate what happened and review any relevant notes, job records, or staff statements. Explain our findings in clear, plain language. Offer a suitable resolution where we have made a mistake or fallen short of our standards. Use your feedback to improve our removal and transport services in the future.

We aim to resolve most issues informally at an early stage, but this procedure sets out the formal steps if you are not satisfied or if the matter is more serious.

Raising an Informal Concern

If you experience a problem with our service, we encourage you to raise it informally as soon as possible. In many cases, issues during a move can be resolved quickly with the team member working with you, such as the driver or team leader on the day of your move.

If the matter cannot be resolved on the spot, you can ask for it to be passed to a manager. Explain clearly what happened, when it took place, and what outcome you are seeking. We will aim to review and respond to informal concerns within a reasonable timeframe, often within a few working days.

Making a Formal Complaint

If you are not satisfied with the outcome of your informal concern, or if the issue is serious enough to require a formal review from the outset, you may submit a formal complaint. Please provide the following information so we can investigate properly:

Your full name and the address where the service was provided. The date of your move or the booking reference, if available. A clear description of what went wrong or why you are unhappy. Details of any conversations already held with our staff about the issue. Any supporting information you believe is relevant, such as photographs or notes.

We encourage you to raise your complaint as soon as reasonably possible, and ideally within 28 days of the service being carried out. This helps ensure we still have access to accurate records and can speak to staff while details are fresh.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. We will also let you know if we require any further information.

Investigation: A manager or appointed representative will review the details of your complaint, check records such as booking notes and job sheets, and speak with any staff involved in your move. We may contact you to clarify points or request additional information.

Response: After reviewing all relevant information, we will provide you with a written response explaining:

What we have understood from your complaint. The outcome of our investigation. Any steps we are taking to resolve the matter. Any actions we are putting in place to help prevent a similar issue in the future.

We aim to issue a full response within 14 working days of receiving your complaint. If the matter is complex and requires more time, we will let you know and provide an updated timescale.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the results of our investigation, possible outcomes may include:

A clear explanation or further information about what occurred. An apology where we have failed to deliver the level of service expected. Practical steps to put things right where reasonably possible. A goodwill gesture, where appropriate, at our discretion.

Any resolution will be based on the evidence available, the terms and conditions of the service you booked, and any relevant policies in place at the time of your move.

If You Remain Dissatisfied

If, after receiving our formal response, you remain unhappy with the outcome, you may request a further review. When doing so, please explain why you are dissatisfied with our response and what outcome you believe would be fair.

A more senior member of the team, who was not directly involved in the initial investigation, will review your complaint, our original findings, and any additional information you provide. We will then issue a final response setting out our position.

Complaints Involving Damage or Loss

For complaints relating to damage or loss of items during a move, it is important that you notify us as soon as possible once you become aware of the issue. Please provide a clear description of the item, the nature of the damage or loss, and any supporting evidence available.

All such complaints will be considered in line with our terms and conditions and any limits of liability that were in place at the time of your booking. Our investigation may include a review of how items were packed, handled, and transported by our team.

Use of Your Information

Any personal information you provide as part of a complaint will be handled in line with our privacy practices. We will use your information only for the purposes of investigating and responding to your complaint and for monitoring and improving our services.

Continuous Improvement

Man with Van Croydon values all feedback, including complaints. Every concern raised helps us identify areas where we can improve our removal and man and van services, from customer communication and booking processes to packing, loading, and transport standards.

By following this Complaints Procedure, we aim to maintain a fair, transparent, and consistent approach to resolving issues, while continuing to provide a dependable moving service for our customers.