Man and a Van Brent Complaints Procedure
Man and a Van Brent is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our commitment to resolving complaints
We take all complaints seriously and treat them as an opportunity to improve our services. Our aims when handling any complaint are to:
Listen carefully to your concerns and understand what happened.
Investigate the matter fairly and promptly.
Offer a clear explanation and, where appropriate, a suitable resolution.
Use your feedback to review and improve how we manage moves and customer care.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not. This can relate to any aspect of your experience with Man and a Van Brent, including but not limited to:
The booking process or information provided before your move.
The conduct, attitude or punctuality of our moving teams.
How your belongings were handled, packed or transported.
Damage to property or goods during loading, transit or unloading.
Unexpected charges, billing queries or payment issues.
Delays, missed time slots, or cancellations.
Any other concern where you feel our removal service has not met your expectations.
How to make a complaint
You can make a complaint in writing or verbally. We encourage you to raise any issues as soon as possible after they occur so that we can investigate while details are still clear.
When making a complaint, please provide as much information as you can, such as:
Your full name and the address where we carried out the removal service.
The date and approximate time of your move.
A description of what went wrong, including any relevant details about our team or vehicles.
Any supporting information you feel is relevant, such as photographs of damage or copies of paperwork.
What outcome you are seeking, for example an explanation, an apology, corrective work, or compensation where appropriate.
Stage one: Initial complaint and acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable period of time. Our acknowledgement will confirm that we have received your concerns and outline the next steps in the process.
Where possible, we aim to resolve straightforward matters immediately or within a short time frame. For example, if there has been a misunderstanding about timings or charges, we may be able to clarify and agree a solution during the first contact.
Stage two: Investigation and response
If your complaint requires further investigation, we will review the details thoroughly. This may include:
Speaking to the team members who carried out your move.
Checking booking records, job sheets and any photographs we hold.
Reviewing our internal procedures for planning and carrying out removals.
Assessing any evidence you have provided, such as images of damage.
After our investigation, we will provide you with a written or verbal response setting out:
Our understanding of your complaint.
What we have found during our investigation.
Any steps we have already taken or propose to take to resolve the matter.
Any offer of remedy, where appropriate, such as repair, replacement, partial refund or other form of redress, in line with our terms and conditions.
Stage three: Escalation if you remain dissatisfied
If you are not satisfied with the outcome of the investigation at stage two, you may ask for your complaint to be reviewed again. In this case, a more senior member of our team, who was not involved in the original investigation, will reassess the complaint and the actions taken so far.
During this review we may:
Re-examine the evidence and any new information you provide.
Consider whether our initial response and proposed resolution were fair and reasonable.
Decide whether any further steps should be taken to address your concerns.
We will then provide you with a final response, setting out our conclusions and any further resolution we can offer.
Timescales
We aim to deal with complaints as swiftly as possible, while still ensuring a fair and thorough investigation. Timescales may vary depending on the complexity of the issue and the availability of information or personnel.
We will keep you informed if our investigation is likely to take longer than usual, for example where we need to obtain specialist reports, gather additional evidence, or speak to team members who are not immediately available.
Complaints relating to loss or damage
If your complaint involves loss of or damage to your belongings, please notify us as soon as you become aware of the issue. In general, it is helpful if you can report such problems within a short time after the move so that we can investigate effectively.
We may ask for supporting information, such as photographs, purchase receipts, or professional repair or replacement estimates, to help us assess the extent of any loss or damage. Any remedy offered will be made in accordance with our terms and conditions and any applicable insurance cover.
Using your feedback to improve our service
Every complaint, whether large or small, is reviewed to identify any lessons we can learn. This may lead to further staff training, changes in how we plan moves, improvements in communication with customers, or updates to our procedures for handling and protecting goods.
By raising a complaint, you help us to refine our removal services and maintain high standards for customers in our operating area.
Confidentiality and data protection
All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, managing our services, and meeting any legal or regulatory obligations. We will handle your personal data in line with our privacy practices and applicable data protection requirements.
Our promise to you
We understand that moving can be stressful, and problems during a removal can add to that stress. Our aim is to treat every customer fairly, listen to your concerns, and work with you to find a suitable solution. By following this complaints procedure, we hope to resolve issues efficiently and maintain your confidence in Man and a Van Brent.
