Complaints Procedure

Complaints Procedure for Man with Van New Cross

Man with Van New Cross is committed to providing a reliable, professional and friendly removals and man and van service. We aim to handle every move with care, but we recognise that sometimes 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 throughout the process.

Our Commitment to You

We treat all complaints seriously and use them as an opportunity to improve our services. When you raise a concern about a home move, office relocation, packing service or any related man and van job, we will handle your complaint fairly, politely and as quickly as reasonably possible.

We will always aim to:

Listen carefully to your concern and understand what has gone wrong from your point of view, acknowledge your complaint promptly, investigate the details thoroughly and objectively, provide a clear response and, where appropriate, a practical resolution, put things right where we have made a mistake, and learn from the issue to improve our future service. Our goal is to resolve matters at the earliest possible stage so that you can have confidence in using our removal services again.

When to Use This Complaints Procedure

You can use this procedure if you are unhappy with any aspect of our work, including but not limited to punctuality of your man and van booking, conduct or attitude of staff, loading and unloading of your belongings, handling of furniture and fragile items, communication before, during or after your move, accuracy of quotes or invoices, or any other service provided as part of your local or longer distance removal.

This procedure is for customers who have directly booked removal or man and van services with Man with Van New Cross. If you have used a third party platform, you may also need to follow their own complaints process in addition to ours.

How to Make a Complaint

We encourage you to raise any issue as soon as possible so that we can address it quickly. In the first instance, please speak to the driver or team leader on the day of the move if you feel comfortable doing so. Many concerns can be resolved immediately on site, such as clarification about timing, route, or handling of specific items.

If the issue cannot be resolved at the time, or if you prefer a more formal approach, you should set out your complaint in writing. Please include your full name, the date and time of the move, the pick-up and drop-off locations, a clear description of what went wrong, any damage or loss you believe has occurred, and the outcome you are seeking, such as an explanation, apology or compensation. Providing photographs, inventory lists or other relevant evidence can help us understand the situation more clearly.

Timescales for Submitting a Complaint

For service issues that do not involve damage or loss, we ask that you submit your complaint within 7 days of the job completion date. For alleged damage or loss to property, we ask that you notify us in writing as soon as you become aware of the issue and no later than 48 hours after the move. This allows us to investigate while the events are still recent and supports a fair and accurate assessment.

How We Will Handle Your Complaint

Once we receive your complaint, we will record it in our internal system and start our review. We will usually acknowledge your complaint within a short period of time, confirming that it has been received and is being looked into.

The investigation step may include speaking with the removal team involved, reviewing schedules, job notes and images related to your booking, considering any evidence you have provided, and assessing our obligations under our terms and conditions. We aim to provide a full written response within 14 days. If the matter is complex and we need more time, we will let you know and keep you updated on the progress.

Our Response and Possible Outcomes

After investigating, we will provide a clear response explaining our findings. Where we accept that we have not met our usual standards, we will apologise and outline any steps we will take to put matters right, such as a goodwill gesture, contribution towards repair costs in line with our terms, or another practical solution where appropriate.

If, after our investigation, we do not uphold your complaint, we will explain why and provide the reasons for our decision. In every case, we will try to communicate in a straightforward, respectful and transparent way so that you understand how we reached our conclusion.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. Please respond in writing, explaining why you remain unhappy and providing any additional information you think is relevant. A different person within the business will, where possible, look at the matter afresh and consider whether the original decision was fair and in line with our procedures.

Following this review, we will send you our final position on your complaint. At this stage, we will also confirm that our internal complaints procedure has been exhausted.

Customer Responsibilities

To help us resolve your complaint efficiently, we ask that you provide accurate and complete information about your booking, keep any relevant documents or photographs, and communicate with our team in a calm and respectful manner. We understand that moving can be stressful, and we will always do our best to handle your concerns with understanding and care.

Using Feedback to Improve Our Service

All complaints and pieces of feedback are reviewed regularly to identify patterns and areas where our man and van and removals services can be improved. This may include further staff training, updating our procedures for packing and loading, refining our booking and communication process, or making changes to how we plan and manage moves across our service area.

By following this complaints procedure, we aim to make sure that every concern is handled consistently, fairly and promptly, helping us to maintain the standards that customers expect from Man with Van New Cross.