Complaints Procedure

Complaints Procedure for Man With a Van Crofton Park

Man With a Van Crofton Park is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service, including local moves, long-distance removals, furniture transport, packing support, or any related customer service issue. We aim to handle all complaints promptly, consistently and transparently, and to learn from feedback so that we can continually improve our operations.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response or resolution is explicitly or implicitly expected. This may include, but is not limited to:

Dissatisfaction with the standard of removals or transport work carried out.

Concerns about how your belongings were handled, loaded, transported or unloaded.

Issues relating to punctuality, conduct, attitude or professionalism of staff.

Concerns about charges, quotations or clarity of information provided.

Disputes about damage, loss, delays or any other outcome of the service.

Raising a Complaint

If you are unhappy with any part of our service, you should raise the issue as soon as possible. We encourage you, where appropriate, to speak to the driver or team leader on the day of the move so they have an opportunity to address the issue immediately. If this does not resolve the matter, or if you prefer not to raise it at the time, you can submit a formal complaint.

When making a complaint, please provide as much information as possible, including:

Your full name and the address where the service was provided.

The date and approximate time of the move or booking.

A clear description of the issue, including what happened and when.

Details of any conversations already held with our staff about the issue.

Any supporting information available, such as photographs or inventory notes.

Time Limits for Making a Complaint

To enable us to investigate thoroughly and fairly, complaints should be raised within a reasonable time. We ask that:

General service concerns are raised within 14 days of the service date.

Concerns relating to possible damage or loss to items are raised as soon as they are noticed and within 7 days of the service, wherever possible.

Complaints raised outside these timeframes will still be considered, but our ability to investigate fully may be limited where evidence or recollection has faded.

Our Complaint Handling Stages

Stage 1 – Initial Review

Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge your complaint within a reasonable period of receiving it. At this stage we may contact you to clarify details or request further information.

The initial review may involve speaking with the crew members involved, reviewing booking records, checking any inventories or job sheets, and considering any photographs or evidence provided. We aim to complete this stage promptly, usually within 10 working days, although more complex matters may take longer.

Stage 2 – Investigation and Response

If your complaint cannot be resolved at Stage 1, it will move to a more detailed investigation. A senior member of our team will review the matter, including all evidence, notes, and relevant policies. We will consider both your account and that of any staff involved.

Following this investigation, we will provide you with a written response explaining:

Our understanding of the complaint and issues raised.

The steps we have taken to investigate.

Our decision and the reasons for it.

Any proposed remedies or actions we will take to put things right, if applicable.

We aim to provide a full response at this stage within 20 working days of completing the initial review. If we require more time due to the complexity of the matter, we will keep you informed.

Stage 3 – Further Review

If you remain dissatisfied after our Stage 2 response, you may request a further review. You should explain why you do not agree with our findings and what outcome you are seeking. A different senior representative will, where possible, look at the complaint afresh, taking into account all previous correspondence and evidence.

We will then issue our final position on the matter. This will normally conclude our internal complaints process.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

An explanation or clarification where there has been a misunderstanding.

An apology where service has fallen below our standards.

Corrective action to remedy any identified issues.

A gesture of goodwill or partial refund, where appropriate and at our discretion.

Guidance on any further steps you may wish to consider.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them in a respectful and impartial manner. Making a complaint will not affect any other ongoing or future services you book with us. We not only seek to resolve individual issues but also to identify patterns and areas where our removals and van services can be improved.

Feedback, whether positive or negative, is essential in helping us maintain a high standard of service for all customers, from small local moves to larger household or office relocations.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under relevant data protection legislation. Information you provide will be used only for the purpose of investigating and resolving your complaint and for monitoring and improving our services. We will share details internally only with staff who need to know in order to deal with the matter properly.

By following this complaints procedure, Man With a Van Crofton Park aims to ensure that every concern is listened to, investigated fairly, and used to strengthen the quality and reliability of our removals and man and van services.