Complaints Procedure for Man with Van St Mary Cray

Man with Van St Mary Cray is committed to providing reliable, professional and considerate removal and transport services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints about our man and van, house removals, flat moves, office moves, and related services. It covers complaints from private customers, business clients and any other users of our services. Our aim is to resolve issues as quickly and informally as possible and to use feedback to improve the way we operate.

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 may include, for example:

Delays in collection or delivery of items.

Concerns about the conduct, attitude or professionalism of our staff or drivers.

Damage to property, possessions or buildings during a move or delivery.

Disputes about pricing, quotes, invoices or additional charges.

Concerns about how your booking or enquiry was handled.

If you are unsure whether your issue is a complaint, you may still raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always do our best to resolve issues raised on the spot, we recommend providing your complaint in writing where possible. This helps us to understand the details clearly and keep an accurate record.

When making a complaint, please provide as much of the following information as you can:

Your full name and any reference or booking details.

The date and time of the service and the collection and delivery addresses.

A clear description of what went wrong and how it has affected you.

Details of any conversations you have already had with our staff about the issue.

What outcome you are seeking, for example an apology, explanation or consideration of compensation.

We encourage you to raise your complaint as soon as reasonably possible after the issue occurs, so that we can investigate while events are still recent and information is readily available.

Initial Informal Resolution

Where appropriate, we will first try to resolve your complaint informally. This may involve a discussion with the driver, team member or coordinator involved, or a quick review of the circumstances. Many issues can be resolved at this stage through clarification, an explanation or a prompt corrective action.

If you are not satisfied with the informal response, or if the issue is more serious or complex, we will move to the formal complaints process set out below.

Formal Complaints Process

Once your complaint is received formally, it will be logged and given a reference for internal tracking. A member of our management team will be assigned to review and respond to your complaint. Our process generally involves the following steps:

1. Acknowledgement: We will acknowledge your complaint within a reasonable time and confirm that it is being investigated.

2. Investigation: We will gather relevant information, which may include speaking to staff involved, reviewing job notes and schedules, considering photographs or other evidence, and assessing any contractual or booking details.

3. Assessment: We will consider whether our service met our own standards and what, if anything, went wrong. We will review whether any damage, delay or inconvenience could reasonably have been avoided.

4. Response: We will provide you with a clear written outcome, explaining our findings and, where appropriate, any actions we will take.

Timeframes for Responses

We aim to acknowledge formal complaints promptly and to complete our investigation within a reasonable timeframe, taking into account the complexity of the issue. In many cases we will be able to provide a full response within ten to fourteen working days. If extra time is required, we will let you know and explain why.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may decide to:

Offer an explanation and, where appropriate, an apology.

Take corrective action to address any outstanding service issue.

Review and, if necessary, change our procedures or staff training.

Where applicable and subject to our terms and conditions, consider a goodwill gesture or contribution towards proven loss or damage.

Any offer of remedy will be made fairly and in line with our contractual obligations and applicable consumer rights.

Escalating Your Complaint

If you are not satisfied with the outcome of our formal investigation, you may request that your complaint is reviewed by a more senior member of our management team. When doing so, please explain why you remain dissatisfied and what further outcome you are seeking. We will then carry out a further review and provide a final response.

Your Responsibilities

To help us deal with your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about the issue.

Respond to any reasonable requests for further details or evidence.

Treat our staff with respect and allow us a fair opportunity to investigate.

Retain any relevant documents, such as quotes, invoices and photographs.

Continuous Improvement

We value complaints and feedback because they help us to identify where our man and van and removal services can be improved. Lessons learned from complaints may lead to changes in our booking procedures, vehicle allocation, handling practices, communication or staff training, all with the aim of providing a smoother, more reliable moving experience for our customers.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with our legal and contractual obligations. We may update it from time to time to reflect changes in our services or in relevant regulations. The version published here represents our current approach to handling complaints.