Complaints Procedure

Man with Van Brockley Complaints Procedure

Man with Van Brockley is committed to providing reliable, careful and professional moving and transport services. We understand that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and the steps we will take to resolve any issues promptly and fairly.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to complain about any aspect of our removal, man and van, or related services. It aims to ensure that complaints are handled consistently, that your concerns are taken seriously, and that any mistakes are identified and corrected wherever possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. This may include, but is not limited to:

Issues with punctuality, such as late arrival or missed appointments.

Concerns about the conduct, attitude or professionalism of our team.

Dissatisfaction with the handling, loading, unloading or transport of items.

Disputes about charges, estimates or invoicing for our services.

Any other matter where you feel our service has not met your reasonable expectations.

How to Make a Complaint

You may raise your complaint in writing. Please provide as much detail as possible so that we can understand and investigate your concerns thoroughly. When making a complaint, please include the following information where relevant:

Your full name and the address where the service was carried out.

The date and approximate time of the service or incident you are complaining about.

A clear description of what went wrong and how it has affected you.

Details of any conversations you have already had with our team about the issue.

Any supporting information, such as photographs, item lists or job references.

Providing complete and accurate information will help us to investigate your complaint more efficiently.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your concerns and will outline the next steps in the process. We may contact you to clarify any details or request further information to help us understand the matter fully.

Investigation Process

We will carry out a fair and objective investigation into your complaint. This may involve:

Reviewing the original booking details, job notes and any communications related to the service.

Speaking to the staff members involved in the work.

Examining photographs, inventories or other documentation you provide.

Assessing whether our usual procedures were followed and whether they were sufficient in the circumstances.

During the investigation, we may contact you for additional information or clarification. We aim to complete our investigation within a reasonable time, depending on the complexity of the case.

Our Response and Outcome

Once the investigation is complete, we will provide a clear written response setting out:

A summary of your complaint and the issues we have considered.

The findings of our investigation.

Our decision about whether your complaint is upheld in full, in part, or not upheld.

Any steps we propose to put things right, where appropriate.

Possible outcomes may include an explanation, an apology, corrective action, service improvements, or other reasonable remedies depending on the circumstances. Where we do not uphold your complaint, we will explain our reasons clearly.

Escalating Your Complaint

If you are not satisfied with our response, you may ask for your complaint to be reviewed at a higher level within our business. When requesting an escalation, please explain why you are unhappy with the initial decision and identify any information you believe has not been considered.

The escalated review will look again at your complaint, the investigation and the outcome. We will then provide a further written response setting out our final position. This internal review is our final stage under this Complaints Procedure.

Time Limits for Complaints

To give us the best opportunity to investigate and resolve issues, we request that complaints are raised as soon as reasonably possible after the service has taken place. Complaints made a long time after the event may be more difficult to investigate thoroughly, as records may be limited and memories may have faded. However, we will always do what we reasonably can to review concerns brought to our attention.

Your Responsibilities When Making a Complaint

We ask that all customers raising a complaint do so respectfully and provide accurate, honest information. It is important that you:

Describe events as clearly and factually as you can.

Provide any supporting evidence you have, such as photographs or inventories.

Respond to our requests for further information in a timely way.

This allows us to handle your complaint more effectively and helps achieve a fair outcome for everyone involved.

Confidentiality and Data Protection

All complaints will be handled confidentially and in line with our data protection responsibilities. Information about your complaint will only be shared with those who need it to investigate and resolve the matter, or where we are required to do so by law. We will store complaint records securely and only for as long as is necessary for our legitimate business purposes and legal obligations.

Continuous Improvement

We view complaints as an important opportunity to review and improve our services. We regularly monitor and review the complaints we receive to identify any patterns, training needs or process changes that could help us deliver a more reliable and efficient removals and man and van service in future.

Policy Review

This Complaints Procedure may be updated from time to time to reflect changes in our business practices, legal requirements or best practice guidance. The version published on our website will always represent the current procedure that applies to complaints about our services.

By using our removal and man and van services, you acknowledge that you have had the opportunity to read this Complaints Procedure and understand how to raise any concerns with Man with Van Brockley.