Complaints Procedure

Complaints Procedure for Man with Van Brent Park

Man with Van Brent Park is committed to providing a reliable and professional removal service. We understand that on occasion things may not go as expected, and when this happens we want to resolve issues fairly, transparently and as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give customers a clear route to raise concerns about any aspect of our services, including home moves, office moves, item collection and delivery, packing assistance, loading and unloading, or any related customer service issues. Our aim is to use feedback to put things right for you and to improve our services for future customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include, for example, concerns about the standard of care taken when handling your belongings, punctuality, conduct of staff, communication before or during your move, charges that you do not understand, or any other part of your experience with our removal services.

We encourage you to raise issues as soon as possible so we can address them promptly and effectively.

How to Make a Complaint

You can make a complaint in writing or verbally. So that we can investigate thoroughly, please provide as much detail as you can, including your full name, the date of your move or service, the pickup and delivery locations, a clear description of what went wrong, and what outcome you are seeking. If relevant, please mention any reference you were given for your booking.

We will always treat you with courtesy and respect and ask that you do the same with our team while we work to resolve your complaint.

Our Complaints Handling Stages

We handle every complaint in several stages to ensure it is reviewed properly and fairly.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for an appropriate member of staff to review it. We will normally acknowledge your complaint within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint and explain the next steps in the process.

Stage 2: Investigation

We will then carry out an investigation. This may include talking to the staff members involved in your move, reviewing booking details and job notes, checking any relevant photographs or internal records, and considering any information provided by you. We may contact you if we need more details or clarification.

Our aim is to complete this investigation as swiftly as possible while still giving proper attention to the details. Complex matters, such as disputes about damage or timing, may take longer to review, but we will keep you informed if there are any significant delays.

Stage 3: Response and Outcome

When the investigation is complete, we will provide you with a clear response. This will normally set out a summary of your complaint, what we have found in our investigation, our decision, and any proposed resolution. Possible outcomes may include an explanation, an apology, steps to correct a mistake, service improvements, or in some cases a gesture of goodwill where appropriate.

If you accept the resolution, we will implement any agreed actions and close the complaint. We keep a record of complaints and outcomes to help us monitor service quality and avoid similar issues in the future.

If You Are Not Satisfied With the Outcome

If you are unhappy with the response at the end of Stage 3, you can ask for a further review. When doing so, please explain why you are not satisfied and if there is any additional information you would like us to consider. A more senior member of our team, who was not directly involved in handling your move, will review the original decision along with any new information you provide.

Following this review, we will provide a final response. This final response will explain whether we are upholding or changing our original decision and give our reasons.

Time Limits for Making a Complaint

To enable us to investigate fairly, we ask that complaints are raised as soon as reasonably possible. For issues such as lost or damaged items, we strongly recommend that you contact us immediately you become aware of the problem and no later than a short time after the completion of the move. The sooner you contact us, the easier it is for us to check records, speak to staff involved, and locate any missing property.

Your Responsibilities When Making a Complaint

To help us handle your complaint efficiently, we ask that you provide honest, accurate information and keep any relevant documents or photographs that may support your case. Please describe events in date order if you can, and include any earlier attempts you made to raise the issue with our team on the day of the move or shortly afterwards.

We expect all parties to communicate in a respectful way. We will not tolerate abusive or threatening language towards our staff, and if such behaviour occurs, we may limit the methods of contact available while still seeking to address the substance of your complaint fairly.

Confidentiality and Data Protection

All complaints are handled confidentially. Information will only be shared internally with staff who need it in order to investigate and respond to your concerns. Any personal data provided to us during the complaints process will be handled in line with our general approach to data protection and used only for the purposes of dealing with the complaint and improving our services.

Using Complaints to Improve Our Removal Services

We see complaints as an important source of learning. We regularly review complaint records to identify patterns, training needs and opportunities to improve our removal services. By raising a concern, you help us strengthen the way we handle moves, protect belongings, schedule jobs, and communicate with customers across our service area.

Our goal is always to resolve issues quickly and to your satisfaction. However, even when we cannot fully agree, we will ensure your complaint is taken seriously and considered carefully, and that you receive a clear explanation of our final decision.