Complaints Procedure

Man With a Van Cranford Complaints Procedure

Man With a Van Cranford aims to deliver a reliable and professional removals and transport service on every job. 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 for the future. This complaints procedure explains how to raise a concern, how we will handle it, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to all customers who use our man and van, moving, and related services. It covers issues such as collection and delivery problems, delays, service quality, conduct of staff, handling of goods, and administrative errors. It does not cover disputes that fall outside our control, such as issues with third party providers engaged directly by the customer.

Our Complaints Principles

We are committed to managing complaints in a way that is fair, timely, and transparent. Our approach is based on the following principles:

We take all complaints seriously and handle them with respect and professionalism. We aim to resolve concerns as quickly as possible at the earliest opportunity. We investigate complaints thoroughly and objectively, considering all relevant information. We communicate clearly so you understand the process, timescales, and outcomes. We use feedback to review our working practices and reduce the likelihood of similar issues recurring.

How to Make a Complaint

If you are unhappy with any aspect of our removals or transport service, please raise the issue as soon as you can. In many cases, concerns can be resolved quickly and informally by speaking to the driver or team member on the day of the job.

If the matter cannot be resolved immediately, or if you prefer to raise it at a later stage, you can submit a formal complaint in writing. When making a complaint, please include the following information where possible: your full name, the date of the service, the collection and delivery locations, a clear description of what went wrong, any steps that have already been taken to resolve the issue, and what outcome you are seeking.

Time Limits for Raising a Complaint

To allow us to investigate properly, we ask that complaints are made as soon as reasonably possible. For issues relating to loss or damage of items, we may need to see photographs, receipts, or other evidence to support your claim. Providing this information promptly will help us to reach a fair decision.

What Happens After You Complain

Once we receive your complaint, we will acknowledge it and begin our investigation. The complaint will be reviewed by a person with appropriate responsibility within our organisation who is not directly involved in the matter you are complaining about.

Our investigation may include checking booking details, speaking to the staff involved, reviewing communications and photographs, and, where relevant, reviewing our service records for the date in question. We may contact you during this stage to request additional information or clarification.

We aim to provide a full response within a reasonable time frame. Where an investigation is likely to take longer, we will let you know and keep you updated on progress.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide you with a clear written response. This will explain: what we have understood your complaint to be about, the steps we took to investigate, our findings based on the available evidence, and the decision we have reached.

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following: an apology and explanation, corrective action such as revisiting the location where practical, a gesture of goodwill, or a contribution towards repair or replacement where appropriate and in line with our terms and conditions. Any remedy offered will take into account the extent of any loss, our responsibilities under our agreement with you, and the information provided.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may request that your complaint is reviewed again. When doing so, please explain why you disagree with the decision and provide any further evidence you would like us to consider. A different person, where possible at a more senior level, will review the complaint, the investigation, and the outcome already provided.

After this further review, we will issue a final response. This will confirm our position and the reasons for it. Once a final response has been provided, we may not be able to enter into further correspondence on the same matter unless new, significant information comes to light.

Responsibilities of Our Staff

All members of the Man With a Van Cranford team are responsible for engaging with complaints in a constructive and respectful manner. Staff are expected to cooperate fully with investigations, provide accurate information, and follow any corrective actions or training that may result from a complaint. We see each complaint as an opportunity to review our processes, improve our removals service, and strengthen trust with our customers.

Confidentiality and Data Protection

Information provided in connection with a complaint will be handled confidentially and in line with our data protection obligations. Details will only be shared with those who need to know in order to investigate and respond. We keep records of complaints and outcomes so that we can monitor trends and continuously improve our service standards.

Review of this Complaints Procedure

We review this complaints procedure regularly to ensure it remains clear, effective, and appropriate for the man and van and removals services we offer. Updates may be made from time to time to reflect changes in our operations, customer feedback, or relevant regulatory expectations.

By using our services, you agree that any concerns or disputes will be handled in accordance with this complaints procedure and our standard terms and conditions. We appreciate you taking the time to tell us when something has gone wrong and we are committed to responding fairly and professionally.