Complaints Procedure

Complaints Procedure for Man With a Van Brixton

This complaints procedure explains how you can raise concerns about our man and van and removal services, and how we will deal with your complaint. Our aim is to resolve issues quickly, fairly and consistently, while using your feedback to improve the service we provide to customers.

Our Commitment to Handling Complaints

Man With a Van Brixton is committed to delivering reliable and professional moving services. If we fall short of your expectations, we want to know. We treat every complaint seriously and will always aim to:

Listen carefully to what went wrong from your point of view. Acknowledge your concerns without delay. Investigate the matter thoroughly and impartially. Provide a clear and timely response. Offer, where appropriate, a suitable remedy or explanation. Use your feedback to help prevent similar issues in future.

What Counts as a Complaint

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

Concerns about how your booking or quote was handled. Issues with punctuality or reliability of our moving service. Problems with the care taken when loading, transporting or unloading your belongings. Disagreements about charges, invoices or any additional costs. Concerns about the conduct or attitude of our team members. Dissatisfaction with how a previous query or issue was dealt with.

You do not have to use specific wording or legal terminology. If you tell us you are unhappy with our service and want us to look into it, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in the way that feels most convenient to you. You may contact us in writing or verbally. Written complaints are often helpful as they provide a clear record of the issue, but they are not required.

When making a complaint, please provide the following details to help us investigate:

Your full name. The date and time of your move or planned move. The address where the service took place. A clear description of what went wrong. Any relevant booking references or job numbers. Any steps you have already taken to try to resolve the matter.

If someone else raises a complaint on your behalf, we may need your consent to share details of your booking with them, in order to protect your privacy.

Stage One: Initial Complaint and Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will normally confirm that we have received your complaint and let you know who will be handling it.

At this stage we may contact you to clarify details, ask for additional information or request photographs or documents if they are relevant to the issue, for example in the event of damage to goods or property.

Stage Two: Investigation of Your Complaint

Your complaint will be investigated by a person with sufficient authority and knowledge of our services, who was not directly responsible for the issue wherever possible. They will:

Review your account of events and any supporting evidence. Check internal records such as bookings, schedules and driver reports. Speak with the staff members involved, if appropriate. Consider whether our terms and conditions, policies and standards were followed.

We aim to complete our investigation and provide a detailed response within a reasonable timeframe. If we need more time due to the complexity of the complaint, we will keep you informed and explain the reasons for any delay.

Stage Three: Response and Outcome

After our investigation, we will provide a clear written or verbal response, setting out:

What we understand your complaint to be about. A summary of the steps we have taken to investigate. Our findings and conclusions. Any action we propose to take.

Depending on the circumstances, this may include:

An apology and explanation. Steps to put things right where reasonably possible. A gesture of goodwill, where appropriate. Information about any changes or improvements we intend to make to our service as a result of your feedback.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response you receive, you can ask for your complaint to be reviewed. When requesting a review, please explain why you are dissatisfied with the outcome or how you believe the matter has not been fully addressed.

A review will be carried out by a person who was not involved in the initial handling of your complaint, where practical. They will reassess the information and may contact you for further clarification. We will then provide a final response confirming whether the original decision is upheld or varied, and explaining our reasons.

Time Limits for Raising Complaints

We encourage you to raise any concerns about our moving service as soon as possible, so that the facts are fresh and we can investigate effectively. In cases involving alleged damage to goods or property, we may ask you to report the issue within a reasonable period from the date of the move and to provide evidence such as photographs or estimates.

Complaints raised after a long delay may be more difficult to investigate fully, but we will still review any information you provide and respond appropriately.

Recording and Using Complaint Information

We keep a record of complaints we receive, along with details of how they are resolved. This helps us to:

Identify patterns or recurring issues. Review and improve our working practices. Provide training and guidance to team members where needed. Strengthen the overall quality and reliability of our removal services.

Complaint records are handled in line with our approach to privacy and data handling. Information is kept only for as long as is necessary and is used solely for the purposes of managing the complaint and improving our services.

Continuous Improvement of Our Service

Every complaint gives us an opportunity to learn and make our removals and man and van services more efficient, transparent and customer focused. By following this complaints procedure, we aim not only to resolve individual issues, but also to build long term trust and confidence in Man With a Van Brixton.

If you have any concerns about a past or upcoming move with us, please raise them using this procedure so that we can address them promptly and fairly.