Complaints Procedure for Man With a Van Crayford

Man With a Van Crayford is committed to providing a reliable and professional removals and van hire service. We aim to carry out every move with care, punctuality and clear communication. However, we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously. Whether your concern relates to a home move, office relocation, single-item transport or any other moving service, we will investigate it fairly and promptly. We use feedback from complaints to review our processes and improve the service we provide to customers in our local and surrounding areas.

We will always aim to:

Listen carefully to your concern, treat you with respect and handle your information confidentially.

Investigate what happened, explain our findings and, where appropriate, offer a practical resolution.

Use the outcome of complaints to improve how we manage future moves, collections and deliveries.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This may include concerns about:

The conduct, attitude or appearance of our staff or drivers.

Damage to property or items during loading, transit or unloading.

Delays, missed appointments or cancellations relating to your move.

How we have handled your booking, quotation or payment.

The quality of communication before, during or after the job.

If you are unsure whether your issue is a complaint or a simple query, you may still contact us and we will guide you through the appropriate process.

How to Make a Complaint

You can raise a complaint verbally or in writing. As a first step, we encourage you to contact us as soon as possible after the event so that details are fresh and any issues can be addressed promptly. When making a complaint, it is helpful if you can provide:

Your full name and the address where the service took place.

The date and approximate time of the job or booking.

A clear description of what happened and why you are dissatisfied.

Details of any damage, missing items or other losses, with photographs if available.

What outcome you are seeking, such as an explanation, apology, repair, or contribution towards loss.

Providing this information at the start helps us investigate your complaint more effectively and respond in a timely manner.

Timescales for Handling Complaints

We aim to acknowledge all complaints within a reasonable period after receiving them. During our initial acknowledgement, we will confirm that we have received your complaint and explain the next steps.

We will then carry out a thorough investigation. This may include speaking with the team members involved in your move, reviewing job records and examining any available evidence. We aim to provide a full response within a practical timeframe, but if the complaint is complex or requires additional checks, the investigation may take longer. In that case, we will keep you updated on progress.

How We Investigate and Respond

Once your complaint is received, it will be reviewed by a person responsible for customer service or management, who was not directly involved in the matter where possible. They will:

Review your account of events and any supporting documents or images.

Speak with any staff involved in the move and review job notes or schedules.

Consider whether our terms and conditions, service standards or policies have been followed.

Based on this, we will provide a written or verbal response setting out:

Our understanding of your complaint.

The findings of our investigation.

Any remedy, apology or corrective action we propose.

If we decide that we are unable to uphold your complaint, we will explain our reasons clearly and refer to any relevant information that supports our decision.

Possible Outcomes and Remedies

Where a complaint is upheld in full or in part, we will consider what steps are appropriate and fair in the circumstances. These may include:

A clear explanation of what went wrong and why it happened.

A sincere apology where our service has fallen below our usual standards.

Practical steps to put things right where reasonably possible, such as revisiting the property, correcting an error or assisting with a shortfall.

In appropriate cases and subject to our terms, a financial gesture or contribution towards loss or damage, assessed on a case-by-case basis.

Where we make changes to our internal processes or staff training as a result of your complaint, we may share this with you so you can see how your feedback has contributed to improving our service.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you may ask for your complaint to be reviewed again. When requesting a review, please explain why you disagree with our decision or how you feel the complaint has not been fully addressed.

We will then re-examine the complaint, which may include further checks or discussions. Following this review, we will provide our final position. While this will usually conclude our internal complaints process, we remain open to constructive feedback and will always look for opportunities to learn and improve.

Using Complaints to Improve Our Service

Every complaint received is recorded and monitored. This allows us to identify any patterns, such as recurring issues related to scheduling, handling of items or communication during moves. We use this information to refine our procedures, improve staff training and maintain consistent standards across all local removals and van services we provide.

By following this complaints procedure, Man With a Van Crayford aims to handle concerns in a fair, transparent and timely manner, giving you confidence that your move and your feedback are taken seriously at every stage.