Complaints Procedure

Complaints Procedure for Man With a Van Brent Cross

Man With a Van Brent Cross aims to provide reliable and professional removal and man and van services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

1. Purpose and Scope of This Procedure

This procedure applies to any customer who has used, or has booked, our removal or man and van services. It covers concerns about the standard of service, conduct of staff, damage to property or belongings, delays, missed appointments, or any aspect of the service you feel falls short of what was agreed.

We use feedback and complaints to improve our processes, train our team, and maintain a consistent level of service across the areas we cover.

2. 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. Common examples include:

Issues with punctuality or attendance on the agreed date

Concerns about the care taken when handling your items

Disputes over charges or the scope of work

Concerns about the behaviour or attitude of team members

Communication problems before, during, or after your move

If you are unsure whether your issue counts as a complaint, you may still contact us so we can clarify and assist.

3. How to Raise a Complaint

We encourage you to raise any concern as soon as possible so that we can address it promptly and fairly. You can make a complaint in writing or verbally. When doing so, please provide:

Your full name

The date and approximate time of the service

The collection and delivery addresses

A clear description of what went wrong

Any relevant evidence, such as photographs of damage or written notes

What outcome you are seeking, if you have a preferred resolution

Providing accurate and detailed information helps us investigate thoroughly and respond efficiently.

4. Time Limits for Making a Complaint

You should notify us of any complaint as soon as you become aware of the issue. Where possible, we ask that complaints relating to damage, loss, or service delivery are raised within a reasonable period after the move, so that we can review the circumstances while information is still current.

While we will consider complaints raised later, delays in reporting may limit the options available for investigation and resolution.

5. Our Complaints Handling Stages

We aim to handle every complaint in a consistent and transparent way. Our process has three stages.

Stage 1: Initial Response

Once your complaint is received, it will be logged and assigned to a member of our team for review. We will acknowledge your complaint within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps.

Stage 2: Investigation and Outcome

We will investigate the issues you have raised. This may include speaking with the team members involved, reviewing job notes and booking details, and assessing any evidence you have provided.

Following the investigation, we will provide a formal response. This will set out:

Our understanding of your complaint

The findings of our investigation

Whether your complaint has been upheld in full, in part, or not upheld

Any proposed resolution or remedial action

We aim to respond within a reasonable period. If we require more time due to the complexity of the matter, we will let you know and provide an updated timeframe.

Stage 3: Further Review

If you are not satisfied with the Stage 2 outcome, you may request a further review. At this stage, your complaint and our response will be reassessed by a more senior member of the team, where possible, or by someone not previously involved in the investigation.

Following this review, we will send you a final response explaining our position and any final offers of resolution.

6. Possible Outcomes and Remedies

Where we find that our service did not meet the expected standard, we may offer one or more of the following, depending on the nature of the complaint and the evidence available:

An explanation and, where appropriate, an apology

Corrective action on future bookings or services

A gesture of goodwill or partial refund, where applicable

Guidance on any further steps you may take if you remain dissatisfied

All remedies are considered on a case by case basis and in line with any applicable terms and conditions agreed at the time of booking.

7. Your Responsibilities When Making a Complaint

To help us resolve your complaint fairly and efficiently, we ask that you:

Provide accurate, complete, and honest information

Supply any relevant documents, photographs, or supporting details

Communicate clearly and respectfully with our staff

Respond in a timely manner to any requests for additional information

We reserve the right to discontinue communication where behaviour is abusive, threatening, or unreasonable, while still considering the substance of the complaint where possible.

8. Recording and Using Complaint Information

We record key details of each complaint, the investigation steps taken, and the final outcome. This information is used to:

Monitor the quality and consistency of our services

Identify trends or recurring issues within our removal operations

Improve staff training and internal procedures

We keep complaint records in line with our data handling practices and only share information where necessary to manage the complaint or where required by law.

9. Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices, or applicable requirements. The version made available on our legal and information pages will be the most current version.

By using Man With a Van Brent Cross services, you acknowledge that you have the opportunity to review this procedure and understand how we handle any concerns you may raise about our removal and man and van operations.