Man with Van Chase Cross Complaints Procedure

This complaints procedure explains how Man with Van Chase Cross handles concerns and complaints about our removal and man and van services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve our operations across our service area.

Our Commitment to You

We are committed to providing a professional, reliable and careful removal service. If something goes wrong, we want to know about it so we can put it right where possible. We will always treat complaints seriously, handle them respectfully, and keep you informed throughout the process.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication, booking process, pricing, handling of goods, timing, or any other aspect of our work, where you would like a response or resolution.

We welcome both formal complaints and informal feedback. If you simply want to make a suggestion or comment without it being treated as a complaint, please make this clear when you contact us.

Raising a Complaint

You should raise a complaint as soon as possible after the issue occurs so that we can investigate while details are still clear. Please provide as much information as you can, including:

1. Your full name and, if applicable, the name on the booking
2. The date and time of the service
3. The collection and delivery locations where relevant
4. A clear description of what went wrong
5. Any steps already taken to resolve the issue
6. Any supporting information, such as photographs, inventory notes or written agreements

You may raise a complaint in writing or by speaking with a member of our team. If you initially complain by phone or in person, we may ask you to follow up in writing so that we have a full and accurate record.

Timescales for Complaints

We ask that complaints about removal services, including any concerns about lost or damaged items, are made within a reasonable period from the date of the move or service. This helps us to investigate effectively and obtain information from staff and, where applicable, any third parties involved.

While we will always try to assist, delays in raising a complaint may affect the range of options available and the quality of evidence we can obtain.

How We Handle Your Complaint

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

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, we will give you the name or position of the person responsible for handling it.
2. Initial Review: We will assess the nature of your complaint to determine what information and evidence is needed. This may include reviewing booking details, job sheets, inventory lists and any photographs you provide.
3. Investigation: We will gather relevant information from the team members involved and, where appropriate, review any records relating to the move or service. We may contact you for clarification or further details if needed.
4. Response: After the investigation, we will provide a clear response setting out our findings, any conclusions, and any proposed next steps or remedies.

Response Timeframes

We aim to provide a full response to most complaints within a reasonable time from the date we receive all necessary information. Complex complaints, those involving multiple locations, or matters requiring input from external parties may take longer. If this happens, we will keep you informed of progress and provide an updated timescale.

Possible Outcomes

Depending on the nature of the complaint and the outcome of our investigation, possible responses may include:

1. An explanation of what happened and, where appropriate, why
2. An apology where we identify that standards were not met
3. Practical steps to put things right, where this is possible
4. A goodwill gesture, at our discretion, where appropriate
5. Confirmation of any changes to our internal procedures to help prevent recurrence

All outcomes are considered on a case-by-case basis, with regard to the specific circumstances, the evidence available, and any relevant terms and conditions in place at the time of booking.

Complaints About Loss or Damage

If your complaint relates to loss or damage to property during a removal or man and van service, it is particularly important that you notify us as soon as you become aware of the issue. Please provide:

1. A description of the item or items affected
2. Photographs where available
3. Details of the condition of the items before the move
4. Any relevant receipts or evidence of value, if requested

We will review this information alongside our records of the move and any relevant terms agreed in advance.

If You Are Unhappy With the Outcome

If you are not satisfied with the outcome of your complaint, you may request a further review. In doing so, please explain why you disagree with our findings or decision, and whether you have any additional information that you would like us to consider.

A senior member of our team will then review the handling of your complaint, the evidence relied upon, and the decision reached. Following this review, we will confirm whether the original decision is upheld or whether any changes are appropriate.

Using Feedback to Improve Our Service

Every complaint and piece of feedback helps us improve our removal and man and van services. We regularly review complaints to identify patterns, training needs and opportunities to enhance how we plan moves, protect items, communicate with customers, and manage bookings across our service area.

By following this complaints procedure, Man with Van Chase Cross aims to handle concerns fairly, openly and consistently, while supporting customers throughout the process.