Complaints Procedure
Man with Van Crayford Complaints Procedure
Man with Van Crayford is committed to providing reliable and professional moving and man and van services for domestic and commercial customers. We aim to deliver a smooth, efficient and courteous service at all times. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
Our Commitment to You
We take all complaints seriously and view them as an opportunity to review and improve our services. Whether your concern relates to punctuality, handling of goods, staff conduct, charges, communication or any other aspect of our removal services, we will treat your complaint fairly, promptly and with respect.
Our key commitments are to:
Listen carefully to your concern and understand what went wrong from your point of view.
Acknowledge your complaint promptly and explain the next steps.
Investigate the matter thoroughly and impartially.
Keep you informed of our progress where appropriate.
Provide a clear response and, where necessary, offer suitable remedies.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This can include but is not limited to:
Issues with the collection, loading, transport or delivery of your items.
Concerns about damage or loss of property.
Disputes about quotes, pricing or final charges.
Unclear or incomplete information given before or during the move.
Perceived rudeness, unprofessional behaviour or poor attitude from staff.
Any other aspect of our man and van or removal service that did not meet your expectations.
How to Make a Complaint
You can make a complaint verbally or in writing. While we will always try to resolve issues raised informally on the day of your move, we recommend putting more serious or unresolved concerns in writing so that we can document them properly and respond in detail.
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 of your move or booking and any reference number you were given.
A clear description of what went wrong, including times, locations and names of staff if known.
Details of any damage, loss or inconvenience experienced.
Copies of any relevant documents you hold, such as quotes, invoices or photographs of damage.
This information helps us assess your complaint accurately and respond more quickly.
Timescales for Making a Complaint
We encourage you to raise any concerns as soon as possible after the event so that we can investigate effectively. For issues relating to damage or loss of items, we ask that you notify us as soon as you become aware of the problem and provide supporting evidence where you can.
While we will consider complaints raised later, delays in reporting may limit the steps we can reasonably take to investigate or resolve the matter.
How We Will Handle Your Complaint
Step one: Acknowledgement
Once your complaint is received in writing, we will acknowledge it. We will confirm that we have your details and outline the next steps in the process.
Step two: Investigation
Your complaint will be reviewed by a person with appropriate knowledge and responsibility within Man with Van Crayford. The investigation may involve speaking with the staff involved in the job, reviewing booking and job records, examining photographs or other evidence, and, where necessary, discussing the matter further with you.
Step three: Response
When we have completed our investigation, we will provide a written response setting out:
What we have understood your complaint to be.
The findings of our investigation.
Any factors that may have contributed to the issue.
Whether we uphold your complaint in full, in part, or not at all.
Any proposed remedies or actions we will take.
Possible Outcomes and Remedies
Where we find that we could reasonably have done better, we will aim to put things right in a fair and practical way. Depending on the circumstances, remedies may include:
An explanation or apology.
Corrective action, such as revisiting work where appropriate.
A review of internal processes, training or staffing.
Consideration of a financial adjustment, goodwill gesture or contribution, where appropriate and proportionate to the issue.
Any remedy will take into account the nature of the problem, any evidence available, and the extent of any loss or inconvenience you have experienced.
Damages, Loss and Insurance
In cases involving alleged damage to property or loss of items, we may ask you to provide photographs, proof of purchase or other supporting information. Where relevant, we may also refer to any terms and conditions supplied to you at the time of booking, including limitations or exclusions relating to fragile items, packing carried out by the customer or pre existing defects.
If necessary, we may suggest that you contact your own household or business insurance provider, particularly where higher value items are involved or where cover exists under your own policy.
Escalating Your Complaint
If you are not satisfied with our final response, you can ask for the complaint to be reviewed by a more senior person within Man with Van Crayford. They will consider whether the investigation was handled fairly and whether the outcome remains reasonable in light of all available information.
We will provide you with a further response after this review, explaining any changes to our position or confirming our final decision.
Using This Procedure
This Complaints Procedure applies to all customer bookings for our man and van and removal services. By setting out a clear and structured process, we aim to resolve issues constructively and maintain the trust of the customers and communities we serve. We regularly review this procedure and our working practices to help prevent similar problems arising in future and to ensure a consistently high standard of service.
