Complaints Procedure

Complaints Procedure for Man with Van Cranford Customers

Man with Van Cranford is committed to providing reliable and professional removal services to all customers. We recognise that occasionally things may not go as planned, and when this happens, we want to put matters right quickly and fairly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.

Our Commitment to Fair Handling of Complaints

We aim to treat every complaint seriously and with respect. Our goals when handling a complaint are to understand what went wrong, to resolve the issue where possible, and to learn from the experience to improve our man and van and removal services. We will handle your concerns in a timely, transparent, and consistent way.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, our staff, our vehicles, our prices, or how we have handled a booking or move. Examples include concerns about punctuality, conduct of team members, handling of belongings, completion of agreed services, or the information you were given before or after your move. You do not need to use specific wording for it to be treated as a complaint.

How to Make a Complaint

We encourage you to raise issues as soon as possible so we can respond quickly and effectively. You may contact us using your usual method of communication with the company. Please provide the following information to help us investigate your complaint:

The date of your move or booking, your full name, and any reference number if available. A clear description of what went wrong, including times, locations, and who you spoke to if you remember their names. Any supporting details that may help us understand the situation, such as photographs, inventory notes, or written confirmations. What you would like us to do to help resolve the matter, where this is clear to you.

Timescales for Acknowledgement and Response

We aim to acknowledge your complaint within a reasonable time after receiving it. In most cases, you will receive an acknowledgement within a few working days. A full investigation may take longer, particularly where we need to speak with drivers, porters, office staff, or any third parties involved.

We will aim to provide a full written or verbal response as soon as possible, normally within a period that allows for proper review of records and discussions with those involved. If for any reason our investigation is delayed, we will let you know and explain the reason for the delay and when you can expect a further update.

How We Investigate Your Complaint

When we receive your complaint, we will appoint a person within the company to review it. This may be a manager or another appropriate member of staff. The investigation may include reviewing your booking details, job sheets, notes from drivers or porters, photographs, and any previous correspondence related to your move.

We may also contact you to ask for further information or clarification if something is unclear. Once the investigation is complete, we will assess the evidence and decide on the appropriate outcome.

Possible Outcomes and Remedies

After we investigate your complaint, we will explain our findings and any actions we propose to take. Outcomes can vary depending on the nature of the issue and the evidence available. Possible remedies may include an apology, an explanation of what went wrong, corrective action on future bookings, or other appropriate measures.

Where a complaint relates to damage or loss of property or financial issues, we will review this in line with our terms and conditions and any applicable insurance or cover described at the time of booking. Any goodwill gestures or compensation will be considered on a case by case basis and in accordance with our contractual obligations.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint or how it was handled, you may request that it is reviewed again by a more senior member of the company, where available. When asking for a review, please explain why you are dissatisfied with the original response and what you believe has not been addressed.

We will reassess the information and may recheck any relevant records. After this further review, we will provide a final response. This will normally conclude our internal complaints process.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you provide accurate and complete information, respond to our questions as promptly as you can, and treat our staff with courtesy and respect throughout the process. We will not tolerate abusive, threatening, or discriminatory behaviour towards any member of our team. In severe cases, we may decide to restrict or discontinue contact.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will be shared only with those who need it to investigate and respond. We will handle your personal information in line with our data protection obligations and retain records for an appropriate period to help us manage our services and comply with legal requirements.

Using Feedback to Improve Our Services

We value all feedback, whether positive or negative. Complaints help us identify areas where our removal services, customer communication, or operational processes can be improved. We regularly review complaints to spot patterns and to make changes that will reduce the likelihood of similar issues arising in future.

By following this complaints procedure, we aim to resolve concerns fairly and maintain the trust of customers who rely on our man and van services for moves in Cranford and surrounding areas.