Man and a Van Croydon Complaints Procedure
This complaints procedure explains how Man and a Van Croydon manages and resolves concerns raised by customers about our removals and related moving services. Our aim is to provide a clear, fair and timely process so that any issues are properly investigated and, where possible, resolved to your satisfaction.
Our Commitment to Customers
We are committed to delivering a reliable and professional man and van removals service. However, we recognise that occasionally things may not go as planned. When this happens, we want to hear from you so that we can put things right where possible and learn from the situation to improve our service.
We handle all complaints in a way that is courteous, transparent and objective. We will not treat you differently or less favourably because you have made a complaint.
What This Procedure Covers
This procedure applies to complaints relating to our moving and removals services, including but not limited to:
Service quality, punctuality or conduct of staff during a move.
Handling of your belongings, including concerns about loss or damage.
Accuracy and clarity of quotes, invoices and pricing for removal work.
Communication before, during or after a booked service.
This procedure does not cover matters that must be handled by an insurance provider or external authority, although we may still assist you with information and guidance where appropriate.
Raising a Complaint
If you are unhappy with any aspect of our removals service, please tell us as soon as possible so we can address your concern promptly. In many cases, issues can be resolved quickly and informally.
You can raise a complaint verbally to a member of our team at the time of the service or as soon as practicable after the move. You can also raise a complaint in writing, providing details such as your name, the service date, collection and delivery locations, and a clear description of the issue.
Where the matter involves damage or loss, please include a description of the items concerned, photographs if available, and any relevant supporting information such as receipts or valuations.
Information We Need From You
To investigate your complaint fairly and efficiently, it helps if you can provide:
Your full name and preferred contact method.
The date and approximate time of the removal service.
Addresses where we collected and delivered your goods.
Names of any staff members you dealt with, if known.
A clear explanation of what went wrong and what outcome you are seeking.
Any relevant evidence, such as photographs, written notes, or reference numbers.
Providing accurate and complete information at the outset allows us to review your complaint without unnecessary delay.
How We Handle Your Complaint
Once we receive your complaint, we will record the details and begin our investigation. Our general approach is as follows:
We acknowledge receipt of your complaint and confirm that it is being reviewed.
We may contact you to clarify details or request further information.
We review job records, booking information, and statements from any staff involved in the removal.
We assess whether our agreed terms, internal procedures and reasonable standards of care were met.
We consider any steps that can be taken to resolve the matter and prevent similar issues in the future.
We aim to complete our investigation and provide a substantive response within a reasonable timeframe. If, for any reason, there is a delay, we will keep you informed of our progress.
Our Response and Possible Outcomes
After we have investigated your complaint, we will provide a clear response setting out:
Our understanding of the issue you have raised.
The findings of our investigation, based on the information available.
Any actions we propose to take, which may include:
An explanation or clarification.
An apology where appropriate.
Practical steps to put matters right where possible.
Information about any relevant cover or limitations under our terms and conditions.
Where a complaint is upheld in full or in part, we will explain what we have learned and what changes, if any, we will make to our working practices.
Escalating a Complaint
If you are not satisfied with the outcome of your complaint, you may ask for the matter to be reviewed again. When requesting an escalation, please explain why you are unhappy with the initial response and what additional information you believe should be considered.
The escalated review will be conducted by a person who was not directly involved in the original handling of your complaint wherever possible. They will look at the matter afresh, consider any new information, and provide a final response setting out their conclusions.
Time Limits for Complaints
We encourage customers to raise complaints as soon as possible, as this makes it easier to gather accurate information and evidence. In cases of damage or loss, we may set a reasonable time limit for notification, which will usually be explained in our terms and conditions or booking information.
Raising your concerns promptly helps us work towards a fair and practical resolution.
Use of Your Information
Any personal information you provide in connection with a complaint will be handled in line with our data protection obligations. We will use your information only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory requirements.
Continuous Improvement
We review complaints regularly to identify patterns, recurring issues and opportunities to improve our removals services. Feedback, whether positive or negative, helps us refine our procedures, training and communication so that we can provide a more reliable moving experience for all customers.
By following this complaints procedure, Man and a Van Croydon aims to treat every concern seriously and fairly, and to work constructively with you towards a reasonable resolution.
