Complaints Procedure

Complaints Procedure for Man with Van Croydon

Man with Van Croydon aims to provide a reliable, professional removal service for customers moving home, office or individual items. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose and Scope of This Procedure

This procedure sets out how customers can complain about any aspect of our man and van or removal services, including booking, communication, punctuality, conduct of our team, handling of goods and invoicing. It applies to all work carried out by Man with Van Croydon for private and business customers.

We are committed to treating every complaint seriously, investigating fairly and seeking a practical resolution where issues are identified. We also use feedback to improve how we operate across our service area.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. Examples include:

• You are unhappy with the quality of the removal service you received.
• You believe our team did not follow agreed instructions.
• You consider our staff to have been unprofessional or disrespectful.
• You believe you were overcharged or invoiced incorrectly.
• You feel your goods were not handled with appropriate care.

We encourage customers to raise issues as soon as possible so that they can be addressed promptly while details are still clear.

3. How to Make a Complaint

You can submit a complaint in writing. Please include the following information so that we can investigate efficiently:

• Your full name and preferred method of contact.
• The date and location of the removal service.
• Any booking reference or job details you have been given.
• A clear description of what went wrong and why you are dissatisfied.
• Any supporting information such as photographs, inventories or correspondence.
• How you would like us to resolve the matter, where possible.

We recommend lodging complaints within 7 days of the service being completed, particularly if your concern relates to possible damage or loss of items. While we will consider complaints raised later, timely information helps us to review events accurately.

4. Informal Resolution in the First Instance

Where possible, we aim to resolve concerns informally and quickly. If you raise a minor issue during or immediately after the move, our team will try to correct the problem on the spot, for example by rearranging items or clarifying charges.

If the matter cannot be resolved there and then, or you remain dissatisfied, your concern will be treated as a formal complaint and handled in line with the steps below.

5. Formal Complaint Handling Process

Once we receive your written complaint, we will follow this process:

5.1 Acknowledgement

We will acknowledge receipt of your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your information and explain the next steps and indicative timescales.

5.2 Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue wherever practical. The investigation may involve:

• Reviewing booking records, inventories and any service notes.
• Speaking with the removal team involved in your move.
• Reviewing images or evidence supplied by you.
• Considering our terms and conditions relevant to your booking.

We aim to complete most investigations within 14 days. If the matter is complex or further information is needed, we will let you know and provide an updated timescale.

5.3 Outcome and Response

When our investigation is complete, we will send you a written response setting out:

• Our understanding of the complaint.
• The steps taken during the investigation.
• Our findings and whether your complaint is upheld in full, partially, or not upheld.
• Any corrective actions or remedies we propose.

Possible outcomes may include an explanation, apology, service improvement measures, correction of an invoice, or where appropriate and in line with our terms, a financial remedy.

6. Damage, Loss and Insurance-Related Complaints

If your complaint concerns damage to property or belongings, please notify us as soon as you become aware of the issue. To help us assess such complaints, please provide:

• Clear photographs of the damage or missing items.
• Copies of any inventories or signed delivery notes.
• Evidence of value where relevant, such as receipts or valuations.

All damage and loss complaints will be reviewed in line with our terms and conditions and any applicable insurance arrangements. We will explain clearly what cover applies in your situation and how any potential claim will be assessed.

7. Your Responsibilities as a Customer

For complaints to be handled fairly and efficiently, we ask customers to:

• Provide accurate and complete information about the issue.
• Allow us a reasonable opportunity to investigate and respond.
• Treat our staff respectfully throughout the process.
• Follow any reasonable requests for evidence or clarification.

We reserve the right to stop correspondence where communication becomes abusive or unreasonable, but we will always try to reach a fair and proportionate conclusion in line with our duties.

8. Continuous Improvement

All complaints are logged and reviewed periodically to identify recurring issues and areas for improvement. Lessons learned may lead to updates in staff training, changes to booking procedures, improved communication with customers or modifications to how we plan our removal jobs.

By following this Complaints Procedure, Man with Van Croydon aims to resolve problems fairly and maintain a dependable removal service across our operating area.