Complaints Procedure
Complaints Procedure for Man with Van Charing Cross
Man with Van Charing Cross is committed to providing reliable, professional and safe moving services. We understand that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern about our removal or man and van services, what information we need from you, and how we will investigate and respond.
Scope of this Complaints Procedure
This procedure applies to all customers who have used, or attempted to use, our services. This includes household moves, office relocations, student moves, single item transport, and any related packing or loading services. It covers concerns about service quality, conduct of our team, loss or damage to items, timing, communication, and billing issues.
This procedure does not cover issues that are already the subject of legal proceedings, matters outside our control such as severe traffic disruption or weather events, or complaints about services provided by third parties who are not acting on our behalf.
Our Commitments
When you raise a complaint with Man with Van Charing Cross, we will:
Listen carefully to your concerns and treat you with respect and courtesy at all times. Take every complaint seriously, regardless of its size or nature. Aim to resolve issues as quickly as possible, preferably at the earliest stage. Investigate fairly and objectively, considering all available information. Keep you informed about the progress of your complaint. Use the outcome to improve our removal and man and van services where appropriate.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep a clear record of the issue and respond more effectively.
When submitting your complaint, please include as much of the following information as you can:
Your full name. The date and approximate time of your move or booking. The collection and delivery locations for the service. A clear description of what went wrong and what outcome you are seeking. Any relevant reference details, such as booking information or vehicle details. Any supporting information, such as photographs of damage or copies of paperwork.
If you make a complaint verbally, we may ask you to confirm the key details in writing so that we can properly document and investigate your concerns.
Stages of the Complaints Process
Stage 1: Frontline Resolution
In many cases, issues can be resolved quickly by the member of staff you dealt with on the day of your move or by the person who handled your booking. Where possible, we will:
Listen to your concerns and seek to understand the problem. Offer an explanation, corrective action, or apology where appropriate. Agree any practical steps to put things right, where this is reasonable and within our control.
If you are satisfied at this stage, the complaint will be treated as resolved. We will still make a record of the concern so that we can review and learn from it.
Stage 2: Formal Investigation
If your complaint cannot be resolved at Stage 1, or you are unhappy with the proposed resolution, you may ask for a formal investigation. At this stage we will:
Formally log your complaint and acknowledge receipt. Review all relevant information, including booking details, job notes, and any photographs or evidence. Speak to any members of staff involved in your move or enquiry. Consider our terms and conditions and any applicable policies.
We will provide a written response setting out the outcome of the investigation, our findings, and any steps we propose to take. This may include an explanation, an apology, corrective work, a goodwill gesture, or confirmation that no further action is considered appropriate.
Stage 3: Review of the Outcome
If you remain dissatisfied after the formal investigation, you may request a review of the decision. In doing so, please explain why you believe the outcome is not fair or complete, and provide any new information that you feel has not been considered.
The review will involve a reassessment of your complaint, the evidence, and the reasoning behind the decision. The outcome of this review will be our final position on the matter within this internal complaints process.
Timescales for Handling Complaints
We aim to acknowledge all complaints as promptly as possible. We will provide you with a clear indication of when you can expect a full response, depending on the complexity of the issue and the information required.
Where we are unable to meet the indicated timescale due to the need for further investigation or exceptional circumstances, we will keep you informed and explain the reasons for any delay.
Complaints Involving Loss or Damage
If your complaint relates to loss or damage to property during a move, please raise this with us as soon as possible. To help us assess such complaints, we may ask for:
Photographs of the damage. A description of the items involved. Information about the condition of the items before the move. Any supporting documents you consider relevant.
We will consider the complaint in line with our terms and conditions and any agreed coverage or limitations that were in place at the time of booking.
Confidentiality and Data Protection
All complaints will be handled in confidence and in accordance with data protection requirements. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations.
Using Complaints to Improve Our Services
Man with Van Charing Cross values feedback and views complaints as an important opportunity to review and improve our moving and transport services. We regularly review complaint records to identify patterns, training needs, or changes that could reduce the risk of similar issues arising in the future.
By following this procedure, you help us understand where our service may have fallen short and allow us the opportunity to put things right wherever we reasonably can.
