Croydon Man and Van Complaints Procedure

This complaints procedure explains how Croydon Man and Van manages, investigates and resolves complaints from customers who use our removal and man and van services. Our aim is to deal with every concern fairly, transparently and within reasonable timescales, so that any issues are resolved and our services can continue to improve.

Our approach to complaints

We treat all complaints seriously, regardless of the size or type of removal, and whether the service relates to home moves, office moves, packing, loading, unloading, storage collection, or delivery. Every complaint will be:

Investigated carefully and impartially.

Handled by staff with appropriate knowledge and authority.

Recorded and monitored so we can identify patterns and improve our service.

Used as an opportunity to review our procedures, staff training and communication with customers.

What is a complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether justified or not, where a response or resolution is expected. This may relate to:

Booking and quotations, including clarity of pricing or terms.

Arrival times, delays or missed appointments.

Conduct, attitude or behaviour of drivers, porters or office staff.

Handling of goods, including damage, loss or incorrect delivery.

Standard of packing, loading, unloading or placement of items.

Payment issues, charges, invoices or refunds.

Any other aspect of our removal service that falls below your expectations.

How to make a complaint

We encourage customers to raise any concerns as soon as possible so that we can address them quickly. You can make a complaint in the following ways:

Verbally to a member of the crew at the time of the move, or to our office team during office hours.

In writing to our office, providing as much detail as possible about the issue.

When making a complaint, please include the following where possible:

Your full name and contact details.

Your booking reference or moving date.

The address where the move took place and the destination address.

A clear description of the issue, including dates and times.

Names or descriptions of any staff involved, if known.

Any supporting information, such as photographs of damage or copies of relevant documents.

Time limits for complaints

To help us investigate properly, we ask that complaints are made:

As soon as reasonably possible after the move.

For damage or loss of goods, as soon as discovered, and no later than is reasonable under any terms agreed in your contract.

We may still consider complaints made later, but our ability to investigate and resolve may be reduced if time has passed or evidence is no longer available.

What happens after you complain

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will confirm that we have received your complaint and explain the next steps. Where the complaint is made verbally, our staff will seek to summarise your concerns and confirm that we have understood them correctly.

Initial review: We will review your account, booking details and any available notes from the removal crew or office staff.

Investigation: Where necessary, we will speak with the staff involved, review photographs, inventory records, signed paperwork and any other relevant evidence. We may contact you to request further information or clarification.

Outcome: When the investigation is complete, we will provide you with a written or verbal response setting out our findings, any conclusions we have reached and what we can do to resolve the matter.

Response times

We aim to respond to complaints within reasonable timescales. Typical timeframes are:

Initial acknowledgement within a few working days of the complaint being received.

A full response within a reasonable period, depending on the complexity of the issue and the availability of staff and evidence.

If we need more time to investigate, we will let you know and provide an updated timescale.

Outcomes and resolutions

Where a complaint is upheld, we will consider what is fair and appropriate in the circumstances, taking into account the terms of our contract, any insurance arrangements and the nature of the issue. Possible outcomes may include:

An explanation or clarification about what happened and why.

An apology from the relevant staff or from the company.

Corrective action, such as returning to complete part of the service where reasonably possible.

A goodwill gesture where appropriate.

Consideration of compensation, subject to the terms, limits, exclusions and conditions set out in your contract and any applicable insurance policy.

Where a complaint is not upheld, we will explain our reasons and the evidence we have relied upon.

Escalating a complaint

If you are not satisfied with the outcome of your complaint, you may request that the matter is reviewed by a more senior member of staff. They will re-examine the details of your case, the steps already taken, and the previous decision. Following this review, they will provide a final response outlining their conclusions.

Your responsibilities

To help us manage complaints efficiently and fairly, we ask that you:

Provide accurate, complete and timely information.

Keep any documents, photographs or other evidence that may assist our investigation.

Treat our staff with respect, whether communicating in person, by telephone or in writing.

Cooperate with any reasonable steps we need to take to investigate and resolve your complaint.

Using complaints to improve our services

We regularly review complaints and feedback to help improve our removal and man and van services across our operating areas. We monitor:

Common causes of complaints, such as communication, timings, or handling of goods.

Training needs for drivers, porters and office staff.

Updates required to our procedures, documentation and booking processes.

By learning from customer experiences, we aim to prevent similar issues in future and maintain a high standard of service for all removal customers.

Review of this procedure

This complaints procedure is reviewed periodically to ensure it remains accurate, effective and aligned with our current services and obligations. Any changes will take effect from the date they are published and will apply to complaints raised after that date.

If you have any concerns about our man and van or removal services, we encourage you to use this procedure so that we have the opportunity to put things right.