Complaints Procedure for Man with Van Foots Cray Customers

Man with Van Foots Cray is committed to delivering a professional, reliable and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services for future customers. This page explains how to raise a complaint, how we will respond, and what you can expect from us throughout the process.

What This Complaints Procedure Covers

This complaints procedure applies to all services provided by Man with Van Foots Cray, including man and van moves, home and flat removals, small office moves, and related loading, unloading and transport services. It covers issues such as service quality, conduct of our team, timekeeping, handling of goods and communication before, during and after your move.

This procedure is for service-related complaints. If you wish to provide general feedback, compliments or suggestions for improvement, you can do so informally with our team. We welcome all comments that help us maintain and improve our standards across our service area.

Our Commitment to You

When you raise a complaint with Man with Van Foots Cray, we will treat it seriously, fairly and confidentially. Our aims are to:

Listen carefully to your concerns and understand the issue from your perspective.

Investigate the matter thoroughly, using all available information from staff and records of the move.

Respond within reasonable timescales and keep you informed of progress.

Offer a clear explanation and, where appropriate, a practical resolution or apology.

Use the outcome of complaints to review and improve our removals processes and customer service standards.

How to Make a Complaint

You can raise a complaint in writing, providing as much detail as possible about your experience. Please include your full name, the date of your move, the pick-up and delivery locations, and a clear description of what went wrong. If relevant, include any supporting information such as job references, inventory details or notes about timings.

We recommend making your complaint as soon as possible after the event so that our records and recollections are fresh. However, we will consider complaints raised at a later stage, provided we have enough information to investigate properly.

Stages of the Complaints Process

Stage One: Initial Review

Once we receive your complaint, it will be logged by our team and given a reference for internal tracking. An initial review will take place to understand the nature of the issue and determine what information is required. At this stage we may contact you to clarify points or request additional details.

We aim to acknowledge receipt of your complaint within a reasonable timeframe. In this acknowledgement, we will outline the next steps and the approximate time we expect to need for an investigation, depending on the complexity of the matter.

Stage Two: Investigation

After the initial review, we will investigate your complaint in detail. This may include speaking with the driver and crew involved in your move, checking schedules, job sheets and any photographs or notes taken on the day, and reviewing any previous communication with you.

Our goal is to gather a full and balanced picture of what happened so that we can respond fairly. Throughout this stage, your complaint will be handled sensitively and in confidence, and only staff directly involved in the investigation will have access to the details.

Stage Three: Response and Outcome

When our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint and the issues you raised.

The findings of our investigation, including any relevant explanations.

Our conclusions and, where appropriate, details of any corrective action, goodwill gesture or service improvement we will make as a result.

We will aim to respond within the timescale indicated in our initial acknowledgement. If, for any reason, the investigation takes longer than expected, we will inform you of the delay and provide an updated timeframe.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you remain dissatisfied and what outcome you are seeking. A senior member of the team, who was not involved in the original investigation, will then review the handling of your complaint and the decision made.

The review will focus on whether the investigation was thorough, fair and in line with this complaints procedure. After this further review, we will send you a final response with our decision and the reasons for it.

Time Limits and Evidence

We encourage customers to raise complaints as promptly as possible, ideally within a short period after the move. This makes it easier for us to retrieve records, speak to staff while details are still clear, and assess any reported damage or service issues. Where a complaint concerns possible damage to goods, we may ask for photographs, descriptions of the items, and any relevant receipts or valuations where available.

We understand that not all customers will be able to provide extensive documentation and we will always do our best to investigate based on the information that is reasonably available.

Using Complaints to Improve Our Service

Man with Van Foots Cray views complaints as an opportunity to learn and improve. We periodically review complaints received, looking for patterns and recurring themes that could highlight areas of our removals service needing attention. This may include staff training, changes to our loading and securing methods, improvements to communication before and during moves, or adjustments to scheduling and route planning across our operating area.

By following this complaints procedure, we aim to handle every concern in a consistent, transparent and constructive way. Your feedback, whether positive or negative, helps us refine our service and maintain reliable man and van support for households and businesses.

Confidentiality and Data Protection

All complaints are handled in accordance with applicable data protection and privacy requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint and for internal monitoring and improvement. It will not be shared outside Man with Van Foots Cray except where we are legally required to do so.

We appreciate you taking the time to raise any concerns with us and allowing us the opportunity to address them properly and professionally.