Man with Van Brent Complaints Procedure

Man with Van Brent is committed to delivering a reliable and professional removal service. We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

Our aim is to handle all complaints fairly, consistently and promptly. We will treat every complaint seriously, whether it relates to a small man with a van job or a larger household or office move. We will listen carefully, investigate thoroughly, and keep you informed at each stage until the matter is resolved.

We use feedback from customers to review our working practices, staff training and service standards across our moving and transport operations. Your comments help us improve the quality and reliability of our work.

What Is a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about punctuality or timekeeping on removal jobs.
Issues with conduct, behaviour or communication by our team.
Concerns about care of your belongings, loading or unloading practices.
Disputes about the agreed scope of work or the final charges for a job.
Issues with documentation, booking details or information provided before the move.

We encourage you to raise any concerns as soon as possible so we can address them quickly and effectively.

How to Make a Complaint

You can make a complaint using any written method that is convenient for you, such as through our online contact form or by sending us a written letter. In your message, please include the following details so we can review your concerns efficiently:

Your full name and the address where the service was carried out.
The date of the move and, if possible, the booking reference or job details.
A clear description of what went wrong and when it occurred.
Any supporting information, such as photos or item lists, if relevant.
What outcome or resolution you would consider fair.

We recommend raising your complaint in writing so there is a clear record of your concerns and our responses.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for it to be reviewed by a person with appropriate responsibility. We will send you a written acknowledgement to confirm that we have received your complaint and that an investigation is under way.

We aim to acknowledge complaints within a reasonable time. If we need additional information or clarification, we will contact you promptly to request it. Providing full and accurate information at this early stage helps us to reach a fair outcome more quickly.

Stage Two: Investigation of Your Complaint

The person handling your complaint will investigate all relevant aspects of the job. This may include:

Reviewing the original booking details and any written agreements.
Speaking with the staff members involved in your move.
Examining photos, item lists or other evidence you have supplied.
Checking route details, timings and operational notes from the day.

Our goal is to understand what happened, why it happened, and what we can do to resolve the matter. We will carry out this investigation impartially and will consider both your account and the information provided by our team.

Stage Three: Response and Resolution

After the investigation is complete, we will provide you with a written response. This will typically include:

A summary of your complaint and the issues you raised.
An explanation of what we found during our investigation.
Any conclusions we have reached and how we arrived at them.
Details of any proposed resolution or remedial action.

Possible outcomes may include an apology, corrective action on future work, guidance offered to staff, or, where appropriate, a financial adjustment or contribution. The exact response will depend on the circumstances and evidence in each case.

If You Are Not Satisfied

If you are unhappy with the outcome at this stage, you may ask for a further review. In this case, your complaint will be reconsidered by a more senior member of our team who was not involved in the original decision wherever possible.

During this review, we will re-examine the facts and consider any additional information you wish to provide. We will then issue a final written response, setting out our conclusions and confirming whether the original decision or proposed resolution will be changed.

Timescales

We aim to deal with complaints as quickly as is reasonably possible, while still allowing enough time for a thorough review. Actual timescales may vary depending on the complexity of the issues, the availability of information and whether we need to inspect items or obtain additional evidence.

If there is likely to be a delay in completing our investigation or issuing a response, we will let you know and explain the reason. We will also keep you updated on progress until the complaint is resolved.

Your Responsibilities

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate information and as much detail as you can.
Respond promptly if we ask for further information.
Treat our staff with respect and allow us a reasonable time to investigate.

If a complaint involves alleged loss or damage to belongings during a removal job, we may ask you to provide photographs, receipts or other evidence. Where items are still in your possession, you should keep them safe and not dispose of them until the complaint has been fully resolved.

Using Complaints to Improve Our Service

We regularly review complaints and general feedback to identify patterns and areas where our removal services can be improved. This may include further training for our staff, changes to our booking procedures, improvements in communication or adjustments to our working practices.

By telling us about your experience, you help us improve the quality, safety and reliability of our services for all customers. We appreciate the time you take to share your concerns and we are committed to learning from every complaint we receive.

Confidentiality and Data Protection

All complaints will be handled in line with our data protection responsibilities. Information you provide will be used only for the purposes of investigating and resolving your complaint and for improving our services. We will not share your personal information with third parties unless we are legally required to do so or you have given us clear permission.

By following this Complaints Procedure, we aim to give every customer a clear and fair route to raise concerns about our services and to obtain a considered and transparent response from Man with Van Brent.