Complaints Procedure for Man with Van South Croydon

This Complaints Procedure explains how customers of Man with Van South Croydon can raise concerns about our man and van and removal services, and how we will manage and resolve those concerns. We aim to deliver reliable, careful and professional moves, but we recognise that issues can occasionally arise. When they do, we are committed to handling them fairly, promptly and transparently.

Our Commitment to You

We want every customer to feel confident using our moving and transport services. If you feel that any part of our service has fallen below your expectations, we want to know. Complaints are treated as an opportunity to review what happened, put things right where possible, and improve how we work in the future.

All complaints are handled in line with the following principles:

We listen carefully and take every complaint seriously

We treat customers with courtesy and respect at all times

We investigate issues objectively and based on evidence

We aim to resolve matters promptly and keep you informed

We use feedback to improve our removals and man and van services

What This Procedure Covers

This procedure covers complaints relating to our man with van and removal services, including but not limited to:

Quality of packing, loading, transport or unloading

Damage to property or belongings during a move

Delays in collection or delivery

Conduct, attitude or behaviour of our staff or drivers

Accuracy of information provided before the move

Billing issues or concerns with quoted prices

If you are unsure whether your concern is covered, you may still raise it and we will either treat it as a formal complaint or advise you on the most appropriate way to resolve it.

How to Raise a Complaint

We encourage you to raise any concerns as soon as reasonably possible, so that we can investigate while details are still clear.

You can raise a complaint in the following ways:

In writing: Provide your full name, the service date, pick-up and drop-off locations, a description of the issue, and any supporting details such as item descriptions, photographs of damage or copies of relevant documents.

Verbally: You may explain the issue to a member of our team. For clarity and accuracy, we may ask you to confirm some details in writing so that we have a complete record of your complaint.

When submitting your complaint, please include:

Your full name and preferred method of contact

The date and approximate time of the service

A clear description of what went wrong

Details of any items damaged or missing

Any steps already taken to resolve the issue

Time Limits for Making a Complaint

We ask that you raise any concerns about our service as soon as you become aware of them. For damage claims relating to removal services, it is helpful if you notify us within a reasonable time after the move, particularly where photographs and evidence can be collected promptly. This allows us to review the situation fully and fairly.

What Happens After You Complain

We aim to follow a clear and consistent process when we receive a complaint.

Step 1: Acknowledgement

We will acknowledge receipt of your complaint as soon as reasonably possible. In this acknowledgement we will confirm that your complaint has been logged and provide an outline of the next steps.

Step 2: Investigation

A member of our team will review all relevant details. Depending on the nature of your complaint, this may include:

Speaking with the driver or removal team involved

Reviewing job records, booking information and any notes

Examining photographs or other evidence you have provided

Assessing whether our normal procedures were followed

During this stage, we may contact you if we need more information or clarification.

Step 3: Response and Outcome

Once the investigation is complete, we will provide you with a response explaining:

Our understanding of the issue raised

What we found during our investigation

Any decision we have reached

Any steps we will take to put matters right where appropriate

Where a complaint is upheld, possible outcomes may include an apology, corrective action, service improvements or other remedies considered fair in the circumstances.

Timescales for Handling Complaints

We aim to resolve most complaints as quickly as possible. Straightforward issues can sometimes be resolved within a few working days. More complex complaints, such as those involving alleged damage to goods or disputes about timings, may take longer while evidence is gathered and reviewed.

If our investigation is likely to take longer than we first estimated, we will aim to let you know and keep you updated on the progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with the initial outcome, you may ask for your complaint to be reviewed. When doing so, please explain why you believe the response is not satisfactory and provide any additional information you would like us to consider.

A review will normally be handled by someone who was not directly involved in the original decision where possible. After the review, we will confirm whether the outcome is upheld, varied or replaced with a new decision, and explain our reasons.

Complaints Involving Alleged Loss or Damage

Where a complaint relates to alleged loss of items or damage to property during a removal or man and van service, we will ask you to provide as much evidence as possible. This may include photographs taken before and after the move, descriptions of the items, and any available proof of purchase or valuation.

We will consider whether the damage is consistent with the circumstances of the move and our handling methods, and whether any limitations or exclusions in our terms and conditions apply. Each case is assessed individually and we aim to be fair and reasonable based on the information available.

Using Complaints to Improve Our Service

We review complaints regularly to identify any patterns or recurring issues. This helps us improve training, refine our procedures and enhance the overall quality of our man and van and removal services. Feedback from customers plays an important role in helping us maintain high standards of care, efficiency and professionalism.

Respectful Communication

We understand that moving can be stressful and that problems can cause frustration. Our staff are expected to treat all customers with respect, and we ask that customers do the same in return. We may limit communication or take appropriate steps where behaviour is abusive, threatening or discriminatory, while still ensuring that genuine complaints are investigated and addressed.

Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or relevant legal requirements. The version made available on our legal and policy pages will normally be the most recent version in force.

By using the services of Man with Van South Croydon, you acknowledge that you have the right to raise concerns and that we will handle them in accordance with this procedure, aiming always to reach a fair and reasonable outcome.