Complaints Procedure

Man With a Van Brockley Complaints Procedure

Man With a Van Brockley is committed to providing reliable, efficient and professional moving services. We aim to carry out every removal or man and van job to a high standard, but we recognise that sometimes things may not go as planned. This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair way to raise concerns about any aspect of our services, including home removals, small moves, packing assistance and transport. It also helps us identify areas where we can improve, train our team and refine our processes so that future customers receive the best possible service.

This procedure applies to all customers who have used our services or have a confirmed booking with us. It covers complaints about service quality, punctuality, staff behaviour, handling of goods, damage to property, and communication before, during and after your move.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service that requires a response. Examples of complaints include:

Service not delivered as agreed in the booking details or quotation

Delays in arrival or completion without reasonable explanation

Damage to items or property that you believe was caused by our team

Unprofessional or rude conduct by a member of staff

Incorrect or unclear information given before or during the move

Issues with how your enquiry, booking or payment was handled

We also welcome general feedback and suggestions, even where you do not wish to raise a formal complaint, as this helps us improve how we operate.

3. How to Make a Complaint

You can make a complaint verbally or in writing. We encourage written complaints wherever possible, as this allows us to review the details accurately and keep a clear record of what has happened.

When submitting a complaint, please provide the following information so that we can investigate efficiently:

Your full name and, if applicable, the name used on the booking

The date and approximate time of your move or scheduled service

The address or addresses involved in the move

A clear description of what went wrong and when it happened

The names or descriptions of any team members involved, if known

Details of any loss or damage and any supporting information you may have, such as photos or inventory notes

Any steps you have already taken to resolve the matter informally with our team on the day

Providing accurate and complete information helps us handle your complaint fairly and promptly.

4. Time Limits for Complaints

We ask that you raise any complaint as soon as reasonably possible after the issue occurs. For matters involving loss or damage to goods or property, we ask that you notify us within a reasonable period from the date of your move so that we can investigate effectively while events are still clear in everyone’s mind.

While we will always consider complaints made later, delayed notifications may make it more difficult to gather information, speak to all parties involved and assess any alleged loss or damage.

5. Our Complaints Handling Process

Our complaints procedure is designed to be straightforward and transparent. We will always treat you with respect and handle your concerns with care and attention.

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal log and acknowledge receipt. We will let you know that your complaint is being reviewed and who is responsible for handling it.

Stage 2: Investigation

A member of our management team will investigate your complaint. This may include speaking to the crew who carried out your move, reviewing job notes, checking timings and routes, and, where relevant, assessing any photos or documentation you have provided.

We aim to complete our investigation within a reasonable timeframe. If we need more time due to the complexity of the case or availability of staff, we will let you know and keep you updated.

Stage 3: Response

Once the investigation is complete, we will provide you with a written response outlining:

Our understanding of your complaint

What we found during our investigation

Whether your complaint is upheld in full, in part, or not upheld

Any actions we will take to resolve the matter

Actions may include an explanation or apology, corrective action for future jobs, or where appropriate and in line with our terms, a gesture of goodwill or contribution towards repair or replacement. Any remedy will be considered on a case by case basis and in line with our contractual obligations and any applicable limitations.

6. Escalation and Further Review

If you are not satisfied with the outcome of Stage 3, you may request further review. In this case, your complaint will be escalated to a senior member of our management team who was not directly involved in the original investigation, where possible.

The senior reviewer will reassess the information, review how your complaint was handled, and decide whether the initial response should be upheld, modified or overturned. You will then receive a final written response. This final stage represents our company’s definitive position on the matter.

7. Our Commitments to You

When dealing with any complaint, we commit to the following principles:

Fairness: We will consider all sides of the issue and base our decisions on evidence.

Respect: We will communicate courteously and avoid unnecessary jargon.

Confidentiality: We will only share information related to your complaint with those who need it to investigate and resolve the matter.

Learning and improvement: Where a complaint highlights a weakness in our service, we will use it to improve training, processes and communication for all future moves.

8. Complaints from Third Parties

Occasionally, third parties such as neighbours, building managers or landlords may wish to raise concerns about our activities during a move. We will handle such complaints in accordance with this procedure, while respecting the confidentiality and contractual rights of our customer. Where appropriate, we may need to liaise with both the original customer and the third party to reach a fair solution.

9. Updates to this Procedure

Man With a Van Brockley may update this complaints procedure from time to time to reflect changes in our services, legal requirements or industry best practice. The version available on our website will always be the most current and will apply to any new complaints raised after it is published.

We value all feedback and view complaints as an important opportunity to improve the quality and reliability of our removal and man and van services. If you have any concerns, we encourage you to let us know so that we can address them constructively and continue to provide a service that customers can trust.