Complaints Procedure

Complaints Procedure for Man with Van Crouch End

Man with Van Crouch End is committed to providing a reliable and professional removal service for homes, flats and small offices. 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.

Our Commitment to You

We aim to handle all complaints fairly, promptly and confidentially. Every complaint is an opportunity to review our work, improve our moving services and maintain high standards for customers throughout our service area. We will always treat you with respect and expect our team to act professionally at all times.

What This Procedure Covers

This procedure applies to complaints about our removal and transport services, including advance bookings, moving day operations, handling of your belongings, punctuality, staff conduct, and administration such as quotations and invoicing. It applies to both residential and commercial customers who have used or booked our man and van services.

Raising an Informal Concern

If you are unhappy with any aspect of our service, we encourage you to raise the issue informally as soon as possible. Many issues can be resolved quickly by speaking to the driver or team on the day of the move, or by contacting our office promptly afterwards. We will listen carefully, clarify the details and try to agree a practical solution with you.

When raising an informal concern, please provide your name, the date of your move, the collection and delivery locations, and a clear description of the issue. The more detail you can share, the easier it is for us to understand what happened and respond effectively.

How to Make a Formal Complaint

If you feel that your concern has not been resolved informally, or if the issue is more serious, you can make a formal complaint. A formal complaint should be submitted in writing so that we can keep an accurate record.

In your written complaint, please include the following information:

Your full name and contact details so that we can respond to you directly.

The date of your move or booking and any reference you were given.

Addresses for collection and delivery.

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

Details of any damage, loss, delay or other outcome that has caused concern.

What outcome or resolution you are seeking, if you have a particular request.

Time Limits for Submitting a Complaint

We ask that formal complaints are submitted as soon as possible and normally within 14 days of the move or incident. This helps us to investigate events while they are still recent and information is easier to confirm. Complaints submitted after this period may be more difficult to investigate fully, but we will still review them wherever possible.

How We Will Handle Your Complaint

Once we receive your formal complaint, we follow a clear process:

Acknowledgement: We will acknowledge your complaint in writing within a reasonable period of time. We will confirm that we have received your complaint and explain the next steps.

Investigation: We will review your account of events, check booking details, speak to the staff involved, and, where relevant, review any notes or records from the moving day. We may contact you to clarify details or request further information.

Response: After our investigation, we will provide a written response explaining our findings. Where we uphold your complaint, we will describe the action we propose to take. This may include an apology, an explanation of what went wrong, corrective action, or, where appropriate, a gesture of goodwill or contribution towards loss or damage in line with our terms and conditions.

Timescale: We aim to provide a full written response within 14 days of acknowledging your complaint. If, for any reason, we cannot complete the investigation within this time, we will let you know, explain the reason for the delay, and give you an updated timescale.

Outcomes and Remedies

Where a complaint is upheld, we will consider a range of possible outcomes. These may include:

A clear apology and explanation.

Practical steps to put things right where this is possible.

A review of staff training, procedures or scheduling to prevent a recurrence.

Where applicable, consideration of compensation in line with our contractual terms and any limits on liability highlighted in our conditions of service.

All outcomes are decided on a case-by-case basis, taking into account the circumstances and the information available.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may request a further review. Please set out in writing why you disagree with our response and provide any additional information you feel is relevant. A different member of our management team will then review your complaint, the investigation and the decision that was made.

Following this review, we will write to you with our final position on the matter. This will normally complete our internal complaints process.

Data Protection and Confidentiality

All complaints are handled confidentially. Information will be shared only with those who need it to investigate and respond to your concerns. We keep records of complaints in line with our data protection and record-keeping practices. These records also help us to monitor performance and improve our removal services across the area we cover.

Using This Procedure

This complaints procedure is designed to be clear and accessible for anyone using our man and van services. If you have any questions about how to raise a complaint, or if you need help setting out your concerns in writing, please let us know. We are committed to learning from feedback and maintaining a dependable, customer-focused moving service.