Complaints Procedure

Complaints Procedure for Man and Van Croydon

Man and Van Croydon is committed to delivering reliable and professional moving 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 respond, and what you can expect from us if you are dissatisfied with any aspect of our removals or man and van services.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that all complaints are handled fairly, consistently, and promptly. It applies to all customers who have used, or attempted to use, our services, including home moves, office moves, item transport, and related removal services. We use complaints as an opportunity to understand what went wrong, put things right where possible, and improve our service for the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This can include, but is not limited to:

Issues with punctuality or attendance on the agreed date, concerns about handling of items or potential damage, disagreements over charges or quotations, communication problems before, during, or after a move, and any other aspect of our conduct or service delivery.

If you are unsure whether your issue is a complaint, we encourage you to raise it with us so we can help clarify and address it.

How to Make a Complaint

You can make a complaint in writing or verbally. For clarity and to help us investigate thoroughly, we recommend submitting your complaint in writing wherever possible. When raising a complaint, please include the following information:

Your full name and, if applicable, company name, the date of your move or booking, a brief description of the service provided, a clear description of what went wrong or why you are dissatisfied, and any relevant supporting information, such as photographs, inventory notes, or reference numbers.

Providing detailed information at the outset helps us to understand your concerns and investigate them more efficiently.

When to Raise Your Complaint

We ask that complaints are raised as soon as reasonably possible after the issue arises. For issues relating to property damage or loss of items connected with a move, it is particularly important that you contact us promptly so that we can carry out any necessary checks and investigations while details are still clear and evidence can be gathered.

Our Complaints Handling Stages

Our process is designed to be straightforward and transparent, with clear stages and expected timescales.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as we can. In our acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issue, and, where relevant, request any additional details we may need to carry out a proper investigation.

Stage 2: Investigation

Your complaint will be reviewed by a person who has not been directly involved in the issue wherever possible. During the investigation, we may:

Review job records, bookings, and inventory lists, speak with staff or drivers involved in your move, assess any photographs or evidence you provide, consider our standard terms and conditions and any relevant policies, and, where appropriate, contact you to clarify points or gather further information.

We aim to complete the investigation within a reasonable timeframe. If we anticipate that it will take longer, we will let you know and explain why.

Stage 3: Outcome and Response

Once we have completed our investigation, we will provide you with a clear response. This will typically include:

A summary of your complaint and what you told us, an outline of what we have investigated and the evidence we considered, our findings based on that information, and any actions we propose to take.

Where we uphold your complaint, we will explain what we are doing to put matters right. This may include an apology, corrective action during or after a move, a review of internal procedures or training, or, where appropriate and in line with our terms and conditions, consideration of financial remedies or contributions towards repair or replacement.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed. In doing so, please explain why you disagree with our findings or the proposed resolution and provide any additional information that you believe has not been considered. We will then re-examine your complaint, including any new details, and provide a further written response. This will be our final position on the matter.

Complaints About Damage or Loss

Where your complaint relates to alleged damage or loss of items during a move or transport service, it is important that you:

Notify us as soon as reasonably possible, keep the item and any packaging for inspection where safe to do so, and provide clear photographs and a description of the damage, including the approximate value and age of the item where known.

We will consider such complaints in line with our terms and conditions, any agreed coverage, and the information available. Certain exclusions and limits may apply, and we will explain these to you where relevant.

Our Commitment to Fairness and Improvement

We are committed to treating all complaints seriously and dealing with them in an objective and respectful manner. Your complaint will not affect your right to use our services in the future or the way you are treated as a customer. We regularly review feedback and complaints to identify patterns and areas where changes may be necessary, including staff training, scheduling, packing procedures, and communication processes.

Confidentiality and Data Protection

All complaints and related information are handled in confidence and in accordance with applicable data protection requirements. Information will only be shared with those who need it in order to investigate and resolve the complaint or to meet legal or regulatory obligations.

Accessibility of this Procedure

This Complaints Procedure is available to all customers using our removal and man and van services. If you need the procedure explained in a different format or you require assistance to make a complaint, you can contact us to discuss how we can support you. We want to make it as straightforward as possible for you to tell us when something has gone wrong so we can address it quickly and fairly.

By using our services, you can be confident that any concerns you raise will be taken seriously, investigated thoroughly, and used to help us maintain and improve the quality of our work.



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Contact us

Company name: Man and Van Croydon Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 26 Progress Way
Postal code: CR0 4XD
City: London
Country: United Kingdom

Latitude: 51.3754290 Longitude: -0.1212800
E-mail:
[email protected]

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