Man with Van Brentford Complaints Procedure

Man with Van Brentford is committed to providing a reliable and professional removal 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 matters right and improve our service for future customers. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We aim to deal with all complaints in a way that is fair, transparent, and timely. Every complaint is taken seriously, whether it relates to moving services, packing, loading and unloading, punctuality, or conduct of our team. We will always treat you with respect and handle your information with care and confidentiality.

Our goals when handling a complaint are to understand what went wrong, to resolve the issue where possible, and to learn from the experience so we can continue to improve our local removals service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This may include:

Issues with collection or delivery times, conduct or professionalism of staff, care taken with your belongings, charges or pricing, communication before, during, or after the move, and how any previous concerns were handled. If you are unsure whether your concern counts as a complaint, please raise it with us and we will guide you.

How to Make a Complaint

We encourage you to raise your concerns as soon as possible after the issue arises. This gives us the best opportunity to review events while they are still recent and to take prompt action.

You can make a complaint verbally to a member of our team at the time of your move, or in writing. When submitting a complaint in writing, please include your full name, the date of your move, the collection and delivery addresses, a clear description of the issue, details of any damage or loss, and what outcome you are seeking. The more information you provide, the easier it will be for us to investigate and respond thoroughly.

Timescales for Raising a Complaint

We ask that you notify us of any immediate issues, such as damage to property or items, as soon as you become aware of them. For other concerns, such as service quality or communication, we recommend raising your complaint within 14 days of the move. Complaints made after a longer period may still be considered, but it may be more difficult to gather accurate information and evidence.

How We Will Respond

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will then carry out an investigation, which may include speaking to the team members involved, reviewing any notes, photographs, or related documentation, and confirming the details of the services provided.

We aim to provide a full response within 14 days of receiving your complaint. If the matter is complex and we need more time, we will inform you of this and let you know when you can expect a detailed reply. Our response will explain our understanding of the complaint, what we have found during our investigation, any steps we have taken or propose to take, and, where appropriate, any offer of remedy or compensation.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may:

Offer an apology and an explanation, take corrective action to resolve a practical issue, review and improve our internal processes or staff training, offer a goodwill gesture where appropriate, or consider compensation in line with our terms and conditions and any applicable limitations of liability. Any remedy offered will reflect the circumstances of the case and the evidence available.

If You Are Not Satisfied with Our Response

If you are unhappy with the response you receive, you may ask for your complaint to be reviewed again. Please outline why you remain dissatisfied and what further outcome you are seeking. We will arrange for a further review, which may involve a more senior member of our team, and will provide a final written response explaining our position.

At that stage, if you still feel that your complaint has not been resolved to your satisfaction, you may wish to seek independent advice regarding your rights as a consumer and any further options open to you.

Complaints Relating to Loss or Damage

Where your complaint concerns loss of or damage to your belongings, it is important that you provide as much detail as possible, including descriptions of the items, the nature and extent of any damage, and any supporting photographs. This will help us to assess the situation accurately.

Any assessment of loss or damage will be carried out in line with our terms and conditions and any relevant insurance arrangements. In some cases, we may ask for further information or evidence before we can confirm our position.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will be shared only with those who need it to investigate and resolve the matter. We will store and process your personal data in accordance with our privacy practices and relevant data protection requirements.

Using Feedback to Improve Our Service

We view complaints as a valuable source of feedback and an opportunity to enhance our removal services. Trends or recurring issues identified through complaints are reviewed regularly and may lead to changes in how we plan moves, protect items in transit, communicate with customers, or manage staff training.

By following this complaints procedure, Man with Van Brentford aims to ensure that concerns are heard, investigated fairly, and used to drive continuous improvement in the way we support customers moving home or business premises.