Complaints Procedure

Man with Van Cranham Complaints Procedure

Man with Van Cranham is committed to providing a reliable and professional removal and transport service. If something goes wrong, we want to know about it so we can put it right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear, fair and accessible way to tell us when our service has not met expectations. It applies to all work we carry out, including local removals, man and van services, collection and delivery, and any associated packing or loading services.

This procedure covers complaints about service quality, staff conduct, handling of your belongings, punctuality, communication, and charges. It does not form part of any contract and may be updated from time to time to reflect best practice.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like us to respond. Examples include:

Delays or missed collection or delivery times for your move.

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

Concerns about the behaviour, attitude or professionalism of our staff.

Disagreement about the work carried out compared with what was agreed.

Issues with how your initial enquiry or booking was handled.

Concerns about charges, additional costs or how payment was taken.

We encourage you to raise any issue as soon as possible so we can investigate while details are still clear.

How to Make a Complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing so that all details are clear and can be reviewed properly. When making a complaint, please provide the following information where possible:

Your full name and the address where the service was provided.

The date of your move or collection and any reference number you were given.

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

Details of any items affected, including approximate value if relevant.

Any photographs or evidence you wish us to consider.

What outcome you are hoping for, such as an explanation, an apology, or a review of charges.

If you make a complaint verbally, we may ask you to confirm the details in writing so that we have an accurate record.

Our Complaints Handling Stages

We aim to resolve complaints as quickly and fairly as possible. Our process has three main stages.

Stage 1 – Initial Review and Acknowledgement

Once we receive your complaint, we will record it and make an initial assessment. We will then:

Acknowledge your complaint within a reasonable time frame.

Confirm the key points we understand you are raising.

Advise if we need any more information from you at this stage.

Simple issues may be resolved at this first stage, for example if there has been a misunderstanding about timings or arrangements.

Stage 2 – Investigation and Response

If your complaint cannot be resolved immediately, it will be passed to a person responsible for investigating the matter. During this stage we may:

Review booking details, job notes and any messages relating to your move.

Speak with the staff members involved in carrying out the service.

Examine photographs or other evidence you have provided.

Consider relevant policies and the terms agreed at the time of booking.

After the investigation is complete, we will provide you with a clear written response. This will usually include:

A summary of your complaint and the issues considered.

Our findings based on the evidence collected.

Any steps we have taken or will take to put things right, where appropriate.

Information on how we will try to prevent similar issues in future.

Stage 3 – Further Review

If you remain dissatisfied after our response at Stage 2, you may ask us to carry out a further review. In this review we will:

Reassess the complaint and the evidence already provided.

Check that our procedure has been followed fairly.

Consider whether any new information changes the original decision.

After this further review, we will issue our final position on the complaint. We will explain our reasoning clearly and set out any final offers or actions.

Timeframes for Handling Complaints

We aim to handle all complaints promptly and fairly. Timeframes may vary depending on the complexity of the issue, especially where detailed investigation of a removal job is required, but our general approach is:

To acknowledge your complaint within a reasonable time of receipt.

To complete our investigation and provide a detailed response within a reasonable period, or update you if more time is needed.

If delays occur, we will let you know the reason and give an updated timescale.

Outcomes and Remedies

Possible outcomes of a complaint may include:

A clear explanation of what happened and why.

An apology where we have fallen short of our standards.

Corrective action, such as staff training or changes to our procedures.

A review of charges or, where appropriate and justified, a financial gesture.

Any remedy will depend on the specific circumstances, the evidence available and the terms agreed at the time of booking.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Raise your concerns as soon as you reasonably can.

Provide accurate and complete information about the issue.

Keep any relevant documents or photographs safe.

Communicate with us calmly and respectfully while we work to resolve the matter.

Data Protection and Confidentiality

All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and respond. Any personal data we collect in connection with your complaint will be processed in line with our legal obligations and retained only for as long as necessary.

Continuous Improvement

We review complaints regularly to identify recurring issues or areas where we can improve our local removal and transport services. Your feedback, whether positive or critical, helps us maintain and raise the standards we offer to customers in our service area.

This complaints procedure is intended to be clear and straightforward. If any part of it is unclear or you have difficulty using it for any reason, please let us know so we can assist you.