Complaints Procedure
Man with Van Cricklewood Complaints Procedure
This complaints procedure explains how customers of Man with Van Cricklewood can raise a concern about our moving or man and van services, and how we will respond. Our aim is to resolve any issues quickly, fairly and in a way that helps improve our service for the future.
Our commitment to resolving complaints
We know that moving home or business premises can be stressful, and it is important that our removal services are reliable, careful and professional. If something goes wrong, we want to know about it so we can put it right. We treat every complaint seriously and aim to:
respond promptly and politely
investigate the facts thoroughly
offer a clear explanation and, where appropriate, a suitable remedy
learn from the outcome to improve our services
What counts as a complaint
A complaint is any expression of dissatisfaction about our services where you would like a response. This can include, for example:
concerns about how your belongings were handled or protected
issues with timing, punctuality or reliability of a booking
disputes about charges, quotes or invoicing
concerns about the attitude or behaviour of team members
problems with communication before, during or after a move
If you are unsure whether something is a complaint, you can still raise it with us. We will let you know how we can help and the best way to proceed.
How to raise a complaint
You can raise a complaint in writing. Please give us as much information as you can so that we can investigate your concerns quickly and accurately. To help us understand the issue, include the following details where possible:
your full name
the date of your move or the date of the service in question
a description of what happened and what went wrong
the address where the service was provided
any reference you may have been given, such as a booking or job number
any evidence that may help us understand the issue, such as photographs or an inventory list
what outcome you are seeking, for example an explanation, apology or review of costs
We prefer complaints to be made in writing so there is a clear record of the issue and our response. This helps avoid misunderstandings and allows us to review the complaint thoroughly.
When to raise a complaint
We ask that you raise any concerns as soon as possible after the service has taken place. Prompt notification makes it easier for us to investigate, speak to the staff involved and review any relevant documents or materials. Delays in reporting an issue may make it harder to gather accurate information, particularly where a move involved multiple locations or several journeys.
What happens after you make a complaint
Once we receive your complaint, we will follow these stages:
1. Acknowledgement
We will acknowledge your complaint in writing. In this acknowledgement we will confirm that we have received your concerns and explain the next steps in the process.
2. Investigation
We will look into the details of your complaint. This may include reviewing booking details, vehicle records, inventories, images, staff statements and any other relevant information. We aim to consider both your account of events and any evidence available to us.
3. Response
After the investigation, we will send you a written response explaining our findings and any action we propose to take. This may include an explanation, an apology, a practical remedy or other steps to address the issue. Our response will aim to be clear, fair and based on the evidence available.
Timescales for responses
We aim to acknowledge complaints promptly. We will then work to complete our investigation and issue a full written response within a reasonable timeframe, taking into account the complexity of the matter. Where a complaint is more complex or requires information from third parties, it may take longer. If this happens, we will keep you updated on the progress and let you know when you can expect a full response.
If you are not satisfied with the outcome
If you are unhappy with the outcome of your complaint, you can ask for a review. In your request, explain why you disagree with our decision or how you believe the matter has not been fully addressed. We will arrange for the complaint, and our initial response, to be reviewed. Following this review, we will send you a final written response setting out our conclusions.
Claims relating to loss or damage
Where your complaint involves loss of or damage to your belongings during a move, it is important that you tell us as soon as you notice the issue. Please provide:
a description of the items affected
the nature of the damage or loss
photographs of the items and any packaging, where possible
details of the approximate value and age of the items
We will take these details into account as part of our investigation and explain the outcome to you in writing.
Confidentiality and data protection
We will handle your complaint and any personal information you provide in a confidential and secure manner. Information will only be shared with those who need it in order to investigate and resolve your complaint. We will keep records of complaints in line with our data protection and record keeping obligations.
Using complaints to improve our service
Feedback and complaints help us understand where our removal services can be improved. We review complaints regularly to identify patterns or recurring issues. Where necessary, we update our training, processes and working practices so that future customers benefit from better service and clearer communication.
Updates to this complaints procedure
We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice in the moving and removals sector. The version available from us at the time you raise your complaint will apply to the handling of that complaint.
