Complaints Procedure

Man with Van Brixton Complaints Procedure

Man with Van Brixton aims to provide a reliable, professional and friendly moving service for every customer. 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 your complaint, and the standards you can expect from us throughout the process.

1. Purpose and Scope

This procedure applies to all customers who use our man and van or removal services. It covers complaints about our service delivery, staff conduct, standards of care when handling your belongings, timekeeping, communication, and any aspect of the move that you feel did not meet the level of service you reasonably expected.

This procedure does not cover disputes that fall solely under insurance claims, third party contractors engaged independently by you, or issues outside our direct control, although we will always try to assist and advise where possible.

2. Our Commitment

We are committed to treating all complaints seriously, fairly and promptly. Our goals are to understand what went wrong, to put things right where we can, and to improve our services for the future. You will be treated with courtesy and respect at all times, and making a complaint will not affect any ongoing or future services you receive from us.

3. How to Make a Complaint

You can make a complaint in writing using any method of written communication that suits you. Please clearly state that you are making a complaint and provide as much detail as possible so that we can investigate thoroughly.

When submitting your complaint, please include the following information where possible:

The date of your move or booking, your full name, and the address where the service was carried out. Describe what went wrong, including dates, times, and the names or descriptions of any team members involved, if known. Explain how this has affected you and what outcome you are seeking, such as an explanation, an apology, a correction of an error, or a review of charges. If relevant, attach or refer to any supporting information such as photographs of damage, inventories, or written estimates.

4. Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible so that we can investigate while details are still fresh and evidence is easier to obtain. For physical damage to goods or property, you should notify us as soon as you become aware of the issue. For service quality, communication or conduct concerns, we recommend raising your complaint within 28 days of the move or incident.

If you feel you have a good reason for a delay in making a complaint, please explain this when you contact us. We will always consider your explanation and may investigate later complaints where it is still possible to do so fairly.

5. Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it in writing. Our acknowledgement will confirm that we have received your concerns, provide the name or role of the person responsible for handling your complaint, and give an initial indication of the expected timescale for our investigation and response.

6. Investigation Process

Your complaint will be investigated by a person who was not directly involved in the matter wherever possible. They may:

Review your booking details, job sheets, and any internal notes related to your move. Speak to the staff involved in the service and any supervisors who were on duty. Consider any supporting evidence such as photographs, inventories, or condition reports. Assess whether our terms and conditions, service standards, and relevant policies were followed.

We may contact you for further information or clarification if needed. This helps ensure that we understand the full context before reaching any conclusions.

7. Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response summarising the issues you raised, the steps we took to investigate, our findings, and any actions we will take as a result. Where your complaint is upheld, possible outcomes may include an apology, an explanation of what went wrong and why, a practical remedy such as a correction of records, a review of charges in line with our terms, or steps to prevent similar issues in future, such as staff training or changes to procedures.

Where your complaint is not upheld in full, we will explain the reasons for our decision and any partial remedies we can offer.

8. Timescales

We aim to resolve complaints as quickly as possible. In most cases, we will provide you with a full written response within 14 working days of acknowledging your complaint. If your complaint is more complex or requires further investigation, we may need more time. In such cases, we will inform you of the delay, explain the reasons, and provide an updated timescale for our response.

9. Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you can ask for your complaint to be reviewed. Please clearly state why you are unhappy with the initial decision and what you would like us to reconsider. A more senior member of our team will review the handling of your complaint, the evidence considered, and the conclusions reached. They may decide to uphold, amend, or overturn the original decision, and will provide a further written response setting out their reasoning.

10. Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve your complaint. We will store and process information about your complaint in accordance with data protection laws and our internal policies. Complaint records are retained for an appropriate period and may be used to monitor trends and improve our services.

11. Learning and Service Improvement

We value feedback from customers using our man and van and removal services across our operating area. Complaints help us identify where standards have fallen short and where we can make changes to provide a better, safer, and more efficient moving experience. We regularly review complaints data to spot recurring issues, update staff training, and refine our procedures so that we continue to improve.

12. Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to new complaints from the date of publication. You can request a copy of the most recent version of this procedure at any time.

We appreciate you taking the time to tell us when something has gone wrong. Your feedback helps Man with Van Brixton maintain and improve the quality of our moving services for all customers.