Complaints Procedure

Complaints Procedure for Man with Van Bromley Customers

This Complaints Procedure explains how you can raise a concern about our man and van and removal services, how we will respond, and what you can expect from us at every stage. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve the quality and reliability of our services.

1. Our Commitment to Handling Complaints

We take all complaints seriously. Whether your concern relates to punctuality, care of belongings, conduct of staff, pricing, or any other part of our service, we will investigate it thoroughly. We aim to:

Listen carefully to your complaint and understand what went wrong from your perspective.

Respond within clear and reasonable timeframes.

Provide an honest explanation of what happened and, where appropriate, offer a fair solution.

Use the outcome of complaints to help prevent similar issues in future.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction with our service, whether justified or not, where you would like us to review and respond. Examples include:

Damage to property or belongings during loading, transport or unloading.

Delays, missed time slots or changes to your booking that caused inconvenience.

Concerns about the behaviour, communication or professionalism of our team.

Disputes about charges, estimates, or the services supplied compared with what was agreed.

3. Raising a Complaint Informally

In many cases, problems can be resolved quickly by speaking to our team at the time they occur. If it is safe and reasonable to do so, please mention any concern to the driver or team leader on site. They will do their best to correct issues straight away, such as adjusting how items are handled or clarifying any misunderstanding about the work to be carried out.

If the issue cannot be resolved on the day, or you do not feel comfortable raising it in person, you can use the formal complaints process outlined below.

4. Making a Formal Complaint

If you wish to make a formal complaint about our man and van or removal services, please set out your concerns in writing. Written complaints help us keep a clear record of what has happened and what you would like us to do.

When submitting a complaint, please include the following details where possible:

Your full name and the address where the service was carried out.

The date and approximate time of your booking.

A brief description of the service provided, such as household removal, small move, or item collection and delivery.

A clear description of what went wrong and how it has affected you.

Details of any damage, including photographs if available.

Any steps already taken to resolve the issue, and the outcome you are seeking.

We encourage customers to send complaints as soon as reasonably possible after the event. Timely complaints are easier to investigate accurately and allow us to respond more effectively.

5. Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. In that acknowledgement, we will confirm that your complaint has been logged, outline the next steps, and indicate when you can expect a fuller response.

In some situations, we may ask you for additional information, such as further photographs, copies of quotes or invoices, or clarification of specific points. Providing this promptly helps us to carry out a thorough and fair review.

6. How We Investigate Complaints

Our investigation will be proportionate to the nature and seriousness of the complaint. Typically, this may include:

Reviewing your booking details, including any written quote or agreement.

Speaking to the driver and team members who carried out the work.

Examining photographs, damage reports or other evidence supplied.

Considering any relevant policies and industry practices regarding removals and handling of goods.

We aim to reach a clear understanding of what happened and whether our service met the standard we expect and have described to you.

7. Our Response and Possible Outcomes

After investigating, we will send you a written response summarising:

The issues you raised.

Our understanding of the events and any findings from our investigation.

Any steps we have already taken or plan to take.

Any remedy or resolution we are able to offer, where appropriate.

Possible outcomes may include an explanation or clarification, an apology, corrective action for future bookings, and, where justified, a financial or practical remedy in line with our terms and conditions and any applicable limits of liability. Each case will be assessed individually and fairly.

8. If You Are Not Satisfied With the Outcome

If you are unhappy with our final response, you may contact us again to explain why you remain dissatisfied and what further resolution you are seeking. We will review your comments, along with the steps already taken, to decide whether any additional action is appropriate.

Where we consider that we have taken all reasonable steps to resolve the matter and cannot add anything further, we will let you know in writing. At that point our internal complaints procedure will be considered closed.

9. Timescales for Handling Complaints

We aim to handle all complaints as promptly as possible. Actual timescales will depend on the complexity of the issue, the availability of staff involved and the need to gather evidence. As a general guide, we aim to:

Acknowledge your complaint within a reasonable time after receipt.

Complete our investigation and issue a detailed response within a reasonable period, keeping you informed if more time is required.

If we anticipate any delay in providing a full response, we will seek to update you and explain the reason for the delay.

10. Using Complaints to Improve Our Service

Feedback and complaints from customers using our man and van and removal services are an important source of learning. We regularly review complaints to identify patterns and areas where we can improve training, communication, equipment or procedures. By doing so, we aim to reduce the likelihood of similar problems occurring in the future and to maintain a high standard of service for all our customers.

11. Your Responsibilities as a Customer

We ask customers to support the complaints process by providing accurate information, keeping relevant documents and photographs, and communicating with our team in a courteous way. This helps ensure that your complaint is dealt with fairly, efficiently and with the respect you deserve.

This Complaints Procedure applies to all customers of Man with Van Bromley. By booking our services, you acknowledge that concerns will be managed in accordance with this procedure and our separate terms and conditions of service.