Complaints Procedure

Man With a Van New Cross Complaints Procedure

Man With a Van New Cross is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right where possible and improve our services for the future. This complaints procedure sets out how you can raise a concern, how we will respond, and the standards you can expect from us.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for dealing with concerns about our removal services. It applies to all customers who have used, or attempted to use, our man and van or removal services. We aim to resolve issues promptly, respectfully and consistently, whether they relate to service quality, conduct of staff, timing, handling of belongings, or any other aspect of our work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the service you have received from Man With a Van New Cross. This may include:

Issues with punctuality or scheduling of your move, concerns about how items were handled or protected in transit, queries about charges or the accuracy of your quote, concerns about the behaviour, attitude or professionalism of any member of our team, or dissatisfaction with the way we communicated before, during or after your move.

We encourage you to raise any concern you may have, even if you are unsure whether it counts as a formal complaint. We will treat all concerns seriously and aim to resolve them informally wherever possible.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints as they help us keep a clear record of the issues and our responses. When you contact us, please provide as much information as you can, including your full name, the date and approximate time of your move, the service you booked, and a clear description of what went wrong and when it occurred.

If relevant, please also tell us what you would consider to be a reasonable outcome. This might include a clearer explanation, an apology, a review of our working practices, or, where appropriate, a discussion about compensation for proven loss or damage. Providing this detail at the start helps us understand your expectations and address the matter more efficiently.

Informal Resolution

Where possible, we aim to resolve complaints at the earliest opportunity and as informally as we can. In many cases, speaking directly with the person you dealt with on the day, or with the coordinator who arranged your removal, will allow us to clarify the situation and put things right quickly.

If you raise your concerns promptly, we may be able to offer immediate solutions, such as sending further staff if a job is still in progress, arranging a revisit, or providing rapid clarification about charges or timescales. Even when matters are resolved informally, we keep a record of the issue so that we can monitor recurring patterns and improve our service.

Formal Complaints Process

If your complaint cannot be resolved informally, or if you prefer to escalate it, you can ask for it to be treated as a formal complaint. Once we receive a formal complaint, we will acknowledge it within a reasonable number of working days. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a full response.

A member of our management team will then review your complaint in detail. This may involve speaking with the staff involved in your move, checking booking records, reviewing any photographs or notes taken on the day, and considering any written correspondence. Where necessary, we may contact you to ask for further information or clarification about aspects of your complaint.

Following this review, we will provide a written response explaining our findings, any actions we have already taken, and any further steps we propose to take. We will aim to respond in full within a reasonable timeframe. If we need more time due to the complexity of the issue, we will let you know and provide an updated timescale.

Outcomes and Remedies

Our response to your complaint will depend on the nature of the issue and the outcome of our investigation. Possible outcomes may include an explanation or clarification where there has been a misunderstanding, a written or verbal apology where we have fallen short of our standards, corrective actions or changes to our procedures to prevent similar issues in future, or, where appropriate and justified, a discussion about compensation or partial refund in line with our terms and conditions.

We will explain the reasons for our decision clearly and transparently. Where we are unable to meet your requested outcome, we will tell you why and outline any alternative proposals we can offer.

Escalation and Further Review

If you are dissatisfied with the outcome of the formal complaints process, you may request that your complaint be reviewed by a more senior member of our management team, where available. This person will consider the handling of your complaint, the evidence gathered, and the decision made. They may uphold, vary or overturn the original decision and will provide a final written response setting out their conclusions.

We are committed to handling all complaints fairly and objectively. We will not treat you less favourably in any future dealings with us because you have made a complaint in good faith.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints relating to removal services are raised as soon as reasonably possible after the event, and ideally within a short period of your move. Complaints made much later may be more difficult to investigate fully, particularly where detailed recollection, third-party information or physical evidence is required. However, we will always consider the circumstances and do our best to assist.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and respond to your complaint. We handle all personal data in line with applicable data protection requirements and our internal policies. Records of complaints and outcomes are retained for an appropriate period to help us monitor service quality and address any recurring issues.

Continuous Improvement

Feedback from customers, including complaints, is a vital part of how Man With a Van New Cross improves its services across its operating area. We routinely review complaint trends to identify training needs, refine our booking processes, improve our handling of items, and enhance our communication before and after each move. By raising a concern, you are helping us deliver a better, more reliable removal service to all our customers.

We appreciate the time and effort involved in making a complaint and are committed to treating every issue with respect, care and professionalism.