Complaints Procedure

Man with Van Brixton Complaints Procedure

Man with Van Brixton is committed to providing a reliable and professional removal service. We recognise that sometimes things may not go as expected, and when that happens, we want to know about it. This complaints procedure explains how you can raise concerns, how we will respond, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and view them as an opportunity to review and improve our services. Whether your move involved a single item or a full household or office removal, we will aim to resolve your concerns in a fair, prompt and transparent way.

Our main aims when dealing with a complaint are to:

1. Listen carefully to what has gone wrong from your perspective.
2. Investigate thoroughly and objectively.
3. Provide a clear explanation of what we find.
4. Put things right where we are at fault, as quickly as possible.
5. Learn from the issue to reduce the chance of it happening again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van or removal services, whether justified or not. This can include, for example:

1. Concerns about punctuality or reliability on the day of your move.
2. Issues related to the handling, loading, unloading or transportation of your belongings.
3. Problems arising from communication before, during or after the service.
4. Disputes regarding charges, quotes, or any additional fees.
5. Behaviour or conduct of any member of our team during your booking.

If you are unsure whether your issue is a complaint, please raise it with us anyway. We will treat all concerns with the same level of care.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep an accurate record of the details. When raising a complaint, please include the following information to help us investigate quickly and efficiently:

1. Your full name and the date of your move.
2. The collection and delivery addresses used for the removal service.
3. A clear description of what went wrong and when it occurred.
4. Details of any conversations already held with our team about the issue.
5. Any supporting information you feel is relevant, such as photographs of damage or copies of invoices.

If you make your complaint verbally, we may ask you to confirm the details in writing so that both you and our team have a clear record.

Timescales for Raising a Complaint

We ask that complaints relating to our man and van or removal services are raised as soon as reasonably possible, and ideally within 14 days of the service being carried out. This enables us to investigate while details are fresh and, where relevant, while vehicles, equipment and schedules can still be checked against your concerns.

Complaints raised after a significant delay may be harder to investigate fully, but we will always do our best to look into any concerns you bring to our attention.

How We Will Handle Your Complaint

Once we receive your complaint, the following steps will usually take place:

1. Acknowledgement: We will acknowledge your complaint within a reasonable timeframe. Where possible, we will confirm who will be dealing with your case and the next steps.
2. Investigation: A member of our team will review the details of your complaint. This may involve speaking to the driver or movers involved, checking scheduling records, reviewing any photographs or documents, and, if necessary, contacting you to clarify certain points.
3. Response: Once our investigation is complete, we will provide you with a written or verbal response setting out our findings, any conclusions reached and any actions we propose to take.

We aim to provide a full response within 14 days of receiving your complaint. If we cannot meet this timescale due to the complexity of the matter or because we are waiting for further information, we will keep you informed of the expected timeframe.

Possible Outcomes and Resolution

Where our investigation identifies that things have not gone to plan, we will do our best to resolve the situation fairly. Depending on the nature of the complaint, possible outcomes may include:

1. An apology and explanation of what went wrong and why.
2. Corrective action, such as returning to complete part of the service where appropriate and feasible.
3. Review of internal processes or additional training for our team members.
4. A gesture of goodwill or other form of redress, where appropriate and at our discretion.

Our goal is always to resolve complaints amicably and constructively. We will explain clearly the reasons for any decision made and how it relates to the information we have gathered during the investigation.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or the way it has been handled, you may request a further review. In this case, your complaint will be reconsidered, where possible, by a different member of the team or a more senior person than the one who carried out the original investigation.

During this review, we will re-examine the information already collected and consider any additional points or evidence you provide. We will then provide a final response, setting out our position and any further steps we can reasonably take.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your concerns. We handle personal data in line with our general data protection obligations and retain complaint records only for as long as is necessary for legal, regulatory and internal review purposes.

Continuous Improvement of Our Removal Services

We keep a record of complaints and regularly review them to identify any recurring issues or areas where our man and van and removal services can be improved. Your feedback, whether positive or negative, helps us to refine our processes, support our staff and provide a better experience for customers across our service area.

By following this complaints procedure, we aim to deal with concerns openly, fairly and efficiently, while maintaining the professional standards expected of a dedicated removal company.