Complaints Procedure
Man with Van Crossness Complaints Procedure
Man with Van Crossness aims to provide a reliable and professional man and van and removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will respond, and what you can expect from us throughout the process.
1. Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear and fair process for customers who are dissatisfied with any part of our removal or man and van service. Our goals are to resolve issues quickly, learn from feedback, and continually improve the quality of our work.
This procedure applies to all domestic and small business customers using our transport, loading, unloading, and related services.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Man with Van Crossness. This can include:
Service quality, including punctuality, handling of items, loading and unloading, or conduct of staff. Damage to property or belongings allegedly caused during a move or collection. Failure to provide a service that has been agreed or booked. Incorrect or unclear information provided before, during, or after the job. Issues with invoices, charges, or how payments have been handled. Any other concern about how our services have been delivered.
Raising a complaint will not affect your statutory rights.
3. How to Make a Complaint
We encourage you to raise any concerns as soon as possible so that we can investigate while the details are still clear. You can make a complaint verbally to a member of our team at the time of the job or by contacting us afterwards. Written complaints are preferred where possible, as this helps us keep a clear record of the issue.
When making a complaint, please provide the following information to help us handle it efficiently:
Your full name. The date of the service and, if available, a booking reference. The address where the service was carried out. A clear description of what went wrong and when it happened. Details of any damage or loss, including photographs if applicable. An explanation of what outcome you are seeking, such as an apology, a review of charges, or an investigation of damage.
4. Our Complaints Handling Stages
We handle complaints in structured stages to ensure they are dealt with fairly and consistently.
Stage One: Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will try to resolve straightforward issues immediately, for example by clarifying information, correcting an error, or agreeing a practical solution with you.
Stage Two: Investigation
If your complaint requires further review, it will be passed to a senior member of our team for investigation. This may involve:
Reviewing booking details, job notes, and any relevant documentation. Speaking with the staff involved in the move or collection. Assessing any photographs or evidence you provide. Considering our terms and conditions and any relevant policies.
We aim to complete the investigation and provide you with a detailed response within a reasonable and proportionate timeframe, depending on the complexity of the issue.
Stage Three: Final Response
After the investigation is complete, we will send you a final response outlining:
Our understanding of your complaint. The findings of our investigation. Any action we propose to take, which may include an apology, an explanation, a gesture of goodwill, or a review of charges. Any further steps that are available to you if you remain dissatisfied.
5. Complaints Involving Damage or Loss
If your complaint involves alleged damage or loss to your belongings or property linked to our removal service, please report this as soon as possible, ideally on the day of the service or as soon as reasonably possible afterwards.
We may ask you for supporting evidence such as clear photographs, repair estimates, or proof of value where relevant. We will assess each case on its individual merits and in line with our terms and conditions. Where appropriate, we may offer a remedy such as repair, replacement, or a contribution towards reasonable costs.
6. Your Responsibilities During the Process
To help us investigate your complaint fairly and effectively, we ask that you:
Provide accurate and complete information. Respond to any requests for clarification or evidence. Treat our staff with respect and allow us reasonable time to conduct a proper review.
We may be unable to fully resolve your complaint if essential information is withheld or significantly delayed.
7. Our Commitment to Fairness and Confidentiality
All complaints are handled in a fair, impartial, and non-discriminatory manner. Your complaint will not result in less favourable treatment if you choose to use our services again in the future.
Information you provide in connection with a complaint will be treated confidentially and only shared with those who need it to investigate and resolve the issue. We will keep records of complaints in line with our data and record-keeping practices.
8. Learning from Complaints
Man with Van Crossness uses feedback and complaints to improve our services. We regularly review complaints to identify patterns, training needs, and areas where our removal and transport processes can be refined. This helps us to improve reliability, communication, and the overall customer experience.
9. Review of this Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for our customers. Any significant changes will apply to future complaints and will not affect how an existing complaint is handled.
If you have any questions about this procedure, please raise them with us before or after booking. We want all customers using our man and van and removal services to understand how concerns will be dealt with should they arise.
