Complaints Procedure

Complaints Procedure for Man With a Van Bromley

Man With a Van Bromley is committed to providing a reliable and professional removals and man and van 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 things right and improve our services. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we aim to resolve any issues fairly and efficiently.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to raise a complaint about any aspect of our services, including home removals, office moves, packing assistance, loading and unloading, or any related customer service. We aim to handle every complaint in a way that is prompt, fair, and respectful.

This procedure applies to all customers who have used, or attempted to use, our services. It covers complaints about the quality of our work, conduct of our staff, communication, timings, handling of items, and any other aspect of the moving service we provide.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received or the way we have carried out our work. This can include, but is not limited to:

Poor communication before, during, or after your booking. Delays or missed appointments. Damage to property or possessions. Behaviour or attitude of our drivers, porters, or office staff. Issues with pricing, invoicing, or agreed terms. Any other concern about the way our removals or man and van services have been delivered.

We encourage you to raise concerns as soon as possible so we can address them promptly.

How to Make a Complaint

You can make a complaint to Man With a Van Bromley in writing or by speaking to us directly. When submitting a complaint, please provide as much detail as you can, including:

Your full name and the moving date. The collection and delivery addresses used for the job. A clear description of what went wrong. Any relevant reference or booking number. Details of any loss or damage to items, including approximate value. What outcome or resolution you are seeking.

Written complaints help us keep a clear record of what has happened and how we have responded. If you make a complaint verbally, we may ask you to confirm key details in writing so that there is no misunderstanding.

Timescales for Making a Complaint

We ask that you raise your complaint as soon as possible after the issue occurs. For complaints involving loss or damage to items, we usually expect to be notified within a reasonable period from the date of the move, so that we can properly investigate the circumstances and obtain any necessary information from our staff.

While we will always consider complaints made later, delays may affect our ability to investigate fully, especially where items have been moved again, sold, repaired, or disposed of.

How We Will Handle Your Complaint

Once we receive your complaint, our process is as follows:

Acknowledgement. We will acknowledge your complaint and confirm that we are looking into the matter. We may ask you for further information or clarification if needed.

Investigation. We will review the details of your complaint, examine any relevant paperwork, booking records, and job notes, and speak to any staff involved. If the complaint relates to alleged damage or loss, we may request photographs or additional evidence to assist our investigation.

Assessment. We will assess what went wrong, whether the service provided met our standards, and whether any remedies are appropriate under our terms and conditions and applicable law.

Response. We will provide you with a written response setting out our findings, the outcome of the investigation, and any proposed resolution.

Timescales for Our Response

We aim to respond in full to all complaints as quickly as reasonably possible. In many cases, we can provide a full reply within ten working days. If the matter is complex or requires further investigation, we will let you know and provide an estimated timescale for when you can expect a full response.

If we are waiting for further information from you, this may extend the overall timescale. We will keep you informed if there are any significant delays.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

An explanation of what happened and why. An apology where we have fallen short of our standards. Steps taken to correct any errors or service failures. Practical actions to put things right, where possible. Consideration of compensation in appropriate cases, in line with our terms and conditions and any applicable limitations of liability.

We will always aim to resolve complaints in a way that is fair and proportionate to the issue raised and that reflects the level of service we strive to provide across our man and van and removals work.

Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request that it be reviewed by a more senior member of our team. When asking for an escalation, please explain why you disagree with the original decision or why you feel the matter has not been resolved.

The escalated review will consider the original complaint, the steps already taken, and any further information you provide. We will then write to you with a final response.

Our Commitment to Improvement

We value all feedback, including complaints, as an important way to monitor and improve our removals and man and van services. Where we identify recurring issues or areas for improvement, we will take steps such as staff training, changes to procedures, or updates to our systems to reduce the chance of similar problems arising in future.

By following this Complaints Procedure, we aim to ensure that every concern is treated seriously and that our customers feel heard, respected, and supported throughout the process.