Complaints Procedure

Complaints Procedure for Man With a Van Crystal Palace

This complaints procedure explains how customers can raise concerns about our man and van or removal services and how we will respond. Our aim is to resolve any issues quickly, fairly, and transparently, and to use your feedback to improve our moving services across the areas we cover.

Our Commitment to Handling Complaints

Man With a Van Crystal Palace is committed to providing a reliable, careful and professional service for every move. If something goes wrong, we want to know about it. We take all complaints seriously and will handle your concerns in a respectful, open and constructive way.

We aim to:

Respond to your initial complaint as quickly as reasonably possible.

Investigate thoroughly and impartially.

Keep you informed throughout the process.

Offer a clear outcome and explanation, including any appropriate remedies.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you are seeking a response. This may relate to:

The quality of our removal or man and van services.

Damage or loss of items during loading, transport or unloading.

Punctuality, timekeeping or completion of the work.

The conduct, attitude or behaviour of our staff or contractors.

Our pricing, invoicing or any unexpected charges.

Communication before, during or after your move.

You do not have to use specific wording. If you tell us that you are unhappy and would like the issue to be looked into, we will treat it as a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record of the details, so where possible we encourage you to set out your concerns in writing.

Please include:

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

The date of your move and any booking reference you may have.

A clear description of what went wrong and when it happened.

Details of any losses, damage or inconvenience you believe you have suffered.

Any evidence you have, such as photographs of damage, inventory lists, or copies of prior correspondence.

What outcome you would consider to be a fair resolution.

If you choose to raise your complaint verbally with a member of our team, they will make a written record of your concerns so that we can investigate properly.

Timescales for Acknowledgement and Response

We will acknowledge receipt of your complaint as soon as reasonably practicable. In that acknowledgement we will confirm that your complaint has been logged and is under review.

We aim to provide a full written response within a reasonable time. If your complaint is complex or requires more detailed investigation, we will let you know that more time is needed and will keep you updated on progress.

How We Investigate Complaints

Once we receive your complaint, we will:

Review all the information you have provided.

Check our booking records, job sheets and any relevant documentation.

Speak to the staff or contractors involved in your move, where appropriate.

Consider any photographs, inventories or other evidence supplied by you or recorded by us.

Assess whether our service met our own standards and any relevant industry practices.

Our investigation will be carried out by an appropriate person who was not directly responsible for the issue you raised, wherever possible, to ensure fairness and objectivity.

Outcomes and Possible Resolutions

After investigating your complaint, we will provide you with a clear written outcome. This will explain:

What we have investigated.

What we have found, based on the evidence available.

Whether we uphold your complaint in full, in part, or do not uphold it.

Any steps we will take as a result.

Where appropriate, we may offer one or more of the following:

An apology and explanation.

Corrective action, such as revisiting a service or addressing a particular aspect of performance.

A goodwill gesture, where justified by the circumstances.

Any other remedy we consider fair and proportionate in light of the issue raised.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you may request a review. In doing so, please explain why you disagree with the decision and provide any additional information or evidence that you feel has not been considered.

A different person, where reasonably possible at a more senior level, will review the handling of your complaint and the decision reached. Following this review, we will send you a final response explaining whether the original decision is upheld or changed, and the reasons for that conclusion.

Your Responsibilities When Making a Complaint

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

Raise concerns as soon as possible after the issue arises, so that details are fresh and easier to verify.

Provide accurate and honest information, including any supporting documents.

Communicate with our staff in a respectful and constructive manner.

Allow us a reasonable amount of time to investigate and respond.

Using Complaints to Improve Our Service

We treat complaints not just as problems to be resolved but as opportunities to improve our services across all the locations we operate in. Where appropriate, we will:

Review and adjust our working practices, policies or staff training.

Improve how we communicate with customers before, during and after a move.

Strengthen our processes for handling items, planning routes and managing timings.

Record and monitor complaints so that we can identify patterns and act on them.

Confidentiality and Data Protection

All complaints are handled in line with relevant privacy and data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. Details of your complaint will only be shared with staff who need to see them in order to deal with the matter.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our business practices or legal requirements. Any updated version will apply to new complaints from the date it is published.

By setting out and following this complaints procedure, Man With a Van Crystal Palace aims to provide a clear, fair and consistent approach to resolving issues and maintaining trust in our removal and man and van services.