Man with Van Crook Log Complaints Procedure
This Complaints Procedure explains how Man with Van Crook Log manages and resolves concerns about our man and van and removal services. We are committed to handling every complaint fairly, promptly and consistently so that issues are addressed and service standards are continually improved.
Our commitment to you
We aim to provide a reliable, careful and efficient moving service for all customers. If something goes wrong, we want to know about it and put it right where possible. We will treat every complaint seriously, respect your privacy, and use your feedback to help improve how we plan, handle and complete moves.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled a booking, job or enquiry, where a response or resolution is expected. This may relate to:
Quality of service provided on the day of the move or collection and delivery
Delays, missed time slots or communication problems
Handling, loading, unloading or transportation of your belongings
Conduct or behaviour of our staff or contractors
Charges, invoicing, quotations or clarity of pricing
Damage, loss or alleged damage to property or items
Any other aspect of our man and van or removal services which you feel did not meet reasonable expectations
How to make a complaint
You can make a complaint in writing or over the phone. Written complaints are preferred for any matter involving damage, loss or more complex issues, as this helps us record the details accurately. Please provide as much information as possible so that we can investigate effectively.
When making a complaint, please include the following information:
Your full name and the address where the service took place
The date of your move or booking and, if possible, your job or reference number
A clear description of what went wrong and when it happened
Details of any conversations already held with our staff about the issue
Details of any damage or loss, including a description of affected items and approximate value
What outcome or resolution you are seeking
Time limits for raising complaints
To allow us to investigate effectively, please raise any complaint as soon as reasonably possible after the event.
Service quality, punctuality or conduct complaints should normally be raised within 7 days of the service date.
Claims relating to damage or loss should be raised as soon as they are discovered and no later than 7 days from the completion of the move, unless there is a good reason why this was not possible.
Complaints raised outside these timeframes may be more difficult to investigate, but we will still review them and respond where we reasonably can.
Our complaints handling process
We follow a clear process to ensure every complaint is dealt with in a consistent and transparent way.
Step 1: Acknowledgement
Once we receive your complaint, we will log it and acknowledge receipt. Where possible, we will provide this acknowledgement within 3 working days. We may contact you if we need further details to understand the issue fully.
Step 2: Investigation
Your complaint will be reviewed by a responsible person who was not directly involved in the problem wherever possible. The investigation may include:
Reviewing job records, booking notes and any photographs
Speaking with the driver or team members involved
Reviewing vehicle logs and schedules
Assessing any evidence you provide, such as photos of damaged items
Considering relevant terms and conditions agreed at the time of booking
Step 3: Response
After the investigation, we will provide a written or verbal response explaining:
Our understanding of the complaint and the facts as we see them
Any findings from our investigation
Whether your complaint is upheld in full, in part, or not upheld
Any proposed remedy, goodwill gesture or next steps
We aim to provide a full response within 14 working days of acknowledging your complaint. If we expect it to take longer, we will let you know and explain why more time is needed.
Possible outcomes and remedies
Where we identify that we have fallen short of our expected standards, we will consider appropriate remedies. These may include, depending on the circumstances and our terms and conditions:
An apology and explanation of what went wrong
Corrective action, such as revisiting work or rectifying issues where feasible
A goodwill gesture where appropriate
Consideration of compensation in line with our liability limits and contractual terms
Steps to improve our processes, training or communication to prevent a repeat
Damage and loss complaints
Complaints relating to damage or loss of items are handled with additional care. To help us review such matters, we may ask you for:
Clear photographs of the item and any damage
Evidence of ownership or proof of value for higher value items
Details of the item condition before the move
Information about any pre-existing damage you were aware of
We operate within defined limits of liability which are set out in our terms and conditions. Any settlement offered will take account of those limits, the condition and age of the items, and the evidence available.
If you are not satisfied with our final response
If you remain unhappy after receiving our response, you can ask for the decision to be reviewed. Another senior person will re-examine the complaint, the investigation steps taken and the outcome proposed, and will issue a final position. Once this review is complete, our internal complaints process will be considered exhausted.
Using your feedback to improve our service
Every complaint helps us to understand where our removal and man and van services can be improved. We regularly review complaint trends, outcomes and root causes, and may use this information to adjust staff training, job planning, communication practices and handling procedures.
By following this Complaints Procedure, Man with Van Crook Log aims to handle every concern fairly and promptly, while maintaining a professional and respectful relationship with all customers.
