Complaints Procedure for Man With a Van Croydon

Man With a Van Croydon is committed to providing a reliable, professional and friendly removal service. We understand 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 resolve all complaints promptly, fairly and consistently. Every complaint is treated as an opportunity to improve our removal and delivery services. We will always handle your concerns with respect, keep your information confidential, and do our best to put things right when something has gone wrong.

What This Procedure Covers

This complaints procedure applies to all services provided by Man With a Van Croydon, including household removals, small office moves, man and van hire, and collection or delivery jobs. It covers issues such as service quality, conduct of team members, handling of goods, timings, communication, and charges.

Raising a Complaint

If you are unhappy with any aspect of our service, please tell us as soon as possible so we can try to resolve the matter quickly. You can raise a complaint verbally or in writing. When doing so, please provide:

• Your full name
• The date the service took place or is due to take place
• A clear description of what went wrong
• Any relevant job or booking reference
• What outcome you are seeking

Providing as much detail as you can helps us to understand the situation and respond effectively.

Informal Resolution

In many cases, issues can be resolved informally and immediately. If a problem arises on the day of your move or collection, please speak to the driver or team leader on site. They will do their best to address your concerns there and then, where this is safe and practical.

If the issue cannot be resolved on the spot, or you remain dissatisfied, the matter will be referred to our office for a more formal review.

Formal Complaint Process

When your concern cannot be resolved informally, or you prefer a formal approach from the start, we will follow the steps below.

Step 1: Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

Step 2: Investigation

A manager or senior member of our team will review your complaint. This may involve:

• Checking job records and booking details
• Speaking to the driver or removal team involved
• Reviewing photographs or evidence provided
• Considering any relevant terms and conditions

We aim to conduct a thorough and impartial review of all the information available.

Step 3: Response

Once the investigation is complete, we will provide you with a clear response. This will usually include:

• A summary of your complaint
• The findings of our investigation
• Any decision we have reached
• Any proposed actions or remedies

Where appropriate, remedies may include an apology, corrective action, or other reasonable steps to address the issue, taking into account the circumstances and our terms of service.

Timeframes

We aim to resolve complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex matters, such as those involving damage claims or multiple parties, may require additional time for investigation.

If we need more time than originally indicated, we will let you know and provide an updated timeframe. We will keep you informed of progress until your complaint has been concluded.

Providing Evidence

To help us review your complaint thoroughly, we may ask you to provide supporting evidence. This can include photographs, copies of quotes or invoices, or any other relevant documents. For removal jobs involving alleged damage or loss of items, we recommend you notify us as soon as possible and retain any damaged goods wherever safe to do so.

Our Approach to Fairness

We approach each complaint with an open mind and without pre-judging the outcome. Our goal is to be fair both to you and to our team members. Decisions are based on the evidence available, our service records, and the terms agreed at the time of booking.

If we identify that something went wrong on our side, we will acknowledge this and take appropriate steps to prevent similar issues in future, such as additional training, changes to procedures, or adjustments to how we plan and manage moves.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you can ask for a further review by a senior member of our team who was not involved in the original decision. They will re-examine the matter and consider whether the original response was reasonable in light of all the available information.

After this internal review, our decision will normally be final. We will clearly explain our final position and the reasons behind it.

Confidentiality and Data Protection

All complaints are handled confidentially. Information about your complaint is shared only with those who need it in order to investigate and resolve the matter. We handle personal data in line with our data protection responsibilities and retain complaint records only for as long as necessary for legitimate business and legal purposes.

Continuous Improvement

We keep a record of complaints to help us monitor trends and identify where we can improve our services. Feedback, whether positive or negative, plays an important role in ensuring that Man With a Van Croydon continues to offer a reliable and professional service for home moves, office relocations and general man and van work within our operating area.

By following this complaints procedure, we aim to ensure that your concerns are listened to, taken seriously and handled in a clear and consistent way.