Complaints Procedure

Croydon Man and Van Complaints Procedure

This Complaints Procedure explains how customers of Croydon Man and Van can raise concerns about our removal and man and van services, and how we will respond. Our aim is to deal with all feedback, including complaints, promptly, fairly and consistently so we can put things right and improve our service.

Our commitment to resolving complaints

Croydon Man and Van is committed to providing reliable and professional moving services for customers arranging home moves, office moves and transportation of goods. If our service falls below the standard you expect, we want to know. We will treat every complaint seriously, investigate it carefully and aim to resolve it at the earliest possible stage.

We will always:

Listen to your concerns and treat you with respect
Keep your complaint confidential and handle your information securely
Investigate what happened and aim to understand all sides
Explain our findings and any decision we make in clear language
Use your feedback to improve our removal services and customer experience

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response from Croydon Man and Van. This can include, for example:

Concerns about the conduct, attitude or behaviour of our movers or drivers
Issues with the quality, timing or reliability of collection or delivery
Damage or loss of items during loading, transit or unloading
Disputes about charges, estimates, invoices or payment terms
Problems with communication, documentation or booking details
Any other aspect of our removal or man and van services that has caused you inconvenience or loss

How to make a complaint

You can make a complaint in writing or verbally. We encourage you to raise any issue as soon as possible so that we can investigate while details are still clear.

If your move has not yet taken place, please tell us straight away so we can take steps to prevent or reduce any impact on your booking. If your move has already been completed, please provide details as soon as you reasonably can, including:

Your full name and, where relevant, your business name
The date and location of the service we provided
A clear description of what went wrong and when it occurred
Any supporting information, such as photographs of damage or copies of documents
What outcome you are seeking, for example further information, an apology, a correction or compensation

We will acknowledge your complaint and let you know the next steps in the process.

Stage 1: Informal resolution

Where possible, we aim to resolve complaints informally and quickly. In the first instance, your complaint will normally be handled by the team member or coordinator responsible for managing your move or booking.

At this stage we will:

Clarify your concerns and what you are looking for
Review relevant information, such as booking details, job sheets and driver reports
Attempt to resolve the issue within a reasonable period, usually within 5 working days
Explain any immediate action we can take to put things right

If you are not satisfied with the outcome at this stage, or if the matter is complex or serious, you may ask for your complaint to be escalated to Stage 2.

Stage 2: Formal investigation

For complaints that cannot be resolved informally, we will carry out a more detailed, formal investigation. This will usually be handled by a manager or another senior member of staff who was not directly involved in the original incident.

During the formal investigation we will:

Review all information you have provided
Gather any additional details needed from our teams, drivers or movers
Check job records, schedules and any relevant photographs or documents
Assess whether our service met our internal standards and any applicable industry practices

We aim to complete the formal investigation and provide a written response within 20 working days of acknowledging your escalation. If we need more time due to the complexity of your complaint, we will let you know and provide an updated timeframe.

Our response and possible outcomes

After investigating your complaint, we will write to you setting out:

Our understanding of your complaint and the issues raised
Details of the investigation we carried out
Our findings, including whether we believe your complaint is upheld in full, in part or not upheld
Any actions we have taken or propose to take

Depending on the circumstances, outcomes might include one or more of the following:

A clear explanation or further information about what happened
An apology where we find that our service fell below our standards
Corrective action, such as updating records or amending future bookings
Practical steps to address any ongoing issues where possible
A goodwill gesture or financial remedy in line with our terms, conditions and liability limits
Service improvements, such as additional staff training or changes to our processes

If you remain dissatisfied

If you are not satisfied with the outcome of the formal investigation, you may respond explaining why you disagree and providing any additional information that you feel has not been considered. We will review your comments and decide whether any further internal review is appropriate.

Where relevant, you may also be able to seek independent advice or pursue other options, such as alternative dispute resolution or legal action. Any such steps will depend on your individual circumstances, the nature of the complaint and applicable law.

Time limits for complaints

To allow us to investigate effectively, we ask that complaints relating to a completed move are raised as soon as reasonably possible. Some issues, particularly those relating to loss or damage, may also be subject to time limits set out in our terms and conditions or in any applicable insurance policy. You should check those documents carefully where relevant.

Using complaints to improve our services

We review complaints regularly to identify patterns and areas where our removal services can be improved. This may include updating our training, revising our procedures for packing and handling goods, improving scheduling or communication, or refining our estimates and booking processes. Your feedback helps us provide a more reliable and efficient man and van service to all customers.

Confidentiality and data protection

We handle all complaints in line with data protection principles. Information about your complaint will only be shared with those who need it to investigate and respond. We will keep a record of your complaint and our response for monitoring, training and compliance purposes, and we will store this information securely.

Review of this procedure

Croydon Man and Van may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals industry. The version published on our website will always be the most current version.

If you are unsure how to raise a complaint or what to include, you can contact us for guidance and we will explain the process in more detail.