Complaints Procedure

Complaints Procedure for Man With a Van Brompton

Man With a Van Brompton is committed to providing reliable, efficient and professional removal services. We recognise that, on occasion, things may not go as planned. 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 You

We aim to resolve all complaints fairly, promptly and transparently. Every complaint is treated seriously and is used as an opportunity to review and improve our man and van and removal services. We will always treat you with courtesy and respect, and we expect you to treat our staff in the same way.

What This Procedure Covers

This procedure covers complaints about our moving and transport services, including but not limited to:

• The standard of packing, loading or unloading
• Conduct or behaviour of our staff or contractors
• Delays, missed appointments or scheduling issues
• Damage to property or belongings during a move
• Billing, pricing or quotation concerns
• Any other aspect of the service you believe has fallen below reasonable expectations

This procedure is intended for customers who have booked or received our removal or man and van services. It does not cover issues that are purely enquiries, requests for quotes or general feedback, although we welcome those separately.

Raising a Complaint Informally

We recommend that, where possible, you first raise your concern informally with the team member you are dealing with on the day of your move or with the coordinator who arranged your booking. Many issues can be resolved quickly on the spot, such as clarifying timings, adjusting an inventory list or addressing minor concerns about how items are handled.

If your concern cannot be resolved immediately or you are not satisfied with the initial response, you can escalate it as a formal complaint using the process below.

How to Make a Formal Complaint

You can submit a formal complaint in writing. Written complaints help us keep a clear record of the issue and ensure that we understand all the details. When making your complaint, please include:

• Your full name
• The date of your move or booking
• A clear description of what went wrong
• Any relevant supporting information, such as inventory notes, photographs, or written communications
• What outcome you are seeking, if you have a preference

If your complaint relates to loss or damage, we recommend providing photographs of the affected items and any relevant purchase or valuation information, if available.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. We aim to provide this acknowledgement within five working days. The acknowledgement will confirm that we have received your complaint and will outline the next steps and the expected timescale for our response.

Investigation Process

Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the original issue wherever practicable. The investigation may include:

• Reviewing your booking details, inventory and job notes
• Speaking with the staff members involved in the move
• Assessing any photographs or documents you have provided
• Considering applicable terms and conditions, and any relevant policies

We aim to complete our investigation and provide a full written response within twenty working days from the date we acknowledge your complaint. If we need more time due to the complexity of the matter or the need to obtain further information, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

At the end of our investigation, we will send you a written response explaining:

• Our understanding of your complaint
• The steps we took to investigate it
• Our findings and decision
• Any actions we will take as a result

Depending on the nature of the complaint, possible outcomes may include:

• An explanation or clarification
• An apology where things have gone wrong
• Corrective actions to address service issues
• Staff training or process changes to prevent recurrence
• A goodwill gesture or other remedy where appropriate and in line with our terms and conditions

If You Are Not Satisfied With the Outcome

If you are not satisfied with our initial decision, you can request a review. To do this, please respond in writing, setting out the reasons you disagree with the outcome and providing any additional information you believe is relevant. A different member of the management team will review your case, where possible, to provide a fresh assessment.

We will aim to complete this review and respond within fifteen working days of receiving your request. This review will be our final internal stage. We will confirm our final position in writing and explain the reasons for our decision.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints about removal or man and van services are raised as soon as possible. For issues involving loss or damage, we encourage you to notify us within a reasonable time after the move so that we can review the circumstances while they are still recent and evidence is readily available.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need it to investigate and resolve the matter. Any personal data you provide will be processed in line with applicable data protection requirements and our internal privacy practices.

Using Complaints to Improve Our Service

We regularly review complaints to identify patterns, recurring issues or areas where our removal processes can be strengthened. Feedback from customers helps us refine scheduling, packing methods, staff training and communication, all with the aim of providing a better man and van service for future moves.

Updates to This Procedure

Man With a Van Brompton may update this Complaints Procedure from time to time to reflect changes in our services or relevant regulations. The version published on our site will be the most current and will apply to all new complaints received after its publication date.