Man with Van Brent Complaints Procedure

Man with Van Brent is committed to delivering reliable, professional and courteous removal and man and van services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right, learn from the experience and improve our services for the future.

This complaints procedure explains how you can raise a concern about our moving or transport services, what you can expect from us at each stage, and the timescales within which we aim to respond. It applies to all customers who use our services, whether for home moves, small office moves, or individual item transport.

Our commitment to you

We aim to handle all complaints in a way that is fair, transparent and timely. Our key commitments are:

To treat every complaint seriously and with respect.

To listen carefully to your concerns and understand what went wrong.

To investigate the facts thoroughly and objectively.

To provide a clear response and explanation.

To offer a suitable resolution where we are at fault, in line with our terms and conditions.

To use your feedback to improve our removal and man and van services.

What counts as a complaint

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

Concerns about punctuality, communication or staff conduct.

Issues with the way your belongings were handled or transported.

Disagreement about charges, quoted prices or additional fees.

Problems with scheduling, delays, or incomplete work.

Any aspect of our service that you feel did not meet your expectations or our agreed standards.

We encourage you to raise any issues as soon as possible so that we can address them promptly.

Stage 1: Raising an initial concern

If you are unhappy with any part of our service, please raise the issue with the team member on site or with the office as soon as you become aware of it. Many problems can be resolved quickly and informally at this stage, for example by clarifying arrangements, adjusting how work is carried out or correcting simple misunderstandings.

When you first raise a concern, please provide as much detail as you can, including:

The date and approximate time of the service.

The location and nature of the work carried out.

What went wrong or did not meet your expectations.

Any immediate impact or loss you have experienced.

What you would like us to do to put things right.

We will do our best to resolve matters there and then. If we cannot do so, or if you remain dissatisfied, you can make a formal complaint.

Stage 2: Making a formal complaint

To make a formal complaint, please set out your concerns in writing. Written complaints help us to understand the issue clearly and ensure nothing is missed during our investigation. In your written complaint, please include:

Your full name and preferred contact details.

Any reference details related to your booking, such as the date of the move and the collection and delivery areas.

A clear description of what happened, including key dates, times and locations.

Details of any conversations you have already had with our team about the issue.

Any supporting information you consider relevant, such as photographs or inventories.

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process.

Stage 3: Investigation and response

Your complaint will be reviewed by a member of our management team who was not directly involved in the original work, where possible. This helps to ensure a fair and balanced view. As part of the investigation, we may:

Review booking details, job sheets and driver notes.

Discuss the matter with staff who were present at the job.

Consider any photographs, inventories or related documents.

Assess whether our service met our usual standards and your agreement with us.

After we have completed our investigation, we will send you a written response setting out:

Our understanding of your complaint.

The steps we took to investigate it.

Our findings and conclusions.

Any offer of resolution, if appropriate.

We aim to provide a full response within a reasonable period from acknowledging your complaint. If we need more time, we will let you know and explain why.

Possible outcomes and resolutions

Where our investigation shows that our service did not meet the standards you were entitled to expect, we will look at appropriate options for putting things right. Depending on the circumstances and subject to our terms and conditions, this may include:

Providing an explanation and an apology.

Taking corrective action on any outstanding work.

Offering a goodwill gesture.

Considering compensation where loss or damage has occurred and where covered by our contractual responsibilities.

Any resolution will take into account the nature of the issue, the impact on you and the limits of our legal and contractual obligations.

If you are still unhappy

If you remain dissatisfied after receiving our final response, you may choose to seek independent advice. This could include contacting a consumer advice service, considering mediation, or taking legal advice regarding your options. We will cooperate reasonably with any further enquiries from recognised consumer bodies or dispute resolution services as required.

Using complaints to improve our service

We review complaints regularly to identify patterns, recurring problems or areas where our removal and man and van services can be improved. This may include:

Additional staff training on handling belongings, customer care and punctuality.

Updating our internal processes and checklists for moves.

Improving our communication before, during and after jobs.

Reviewing equipment, vehicles and safety procedures.

Your feedback is valuable in helping us maintain and improve the quality and reliability of our service.

Confidentiality and data protection

All complaints are handled confidentially and in line with applicable data protection requirements. Information about your complaint will only be shared with team members who need it to investigate and respond. We will keep records of complaints and outcomes for our internal monitoring and to demonstrate how we handle concerns fairly and consistently.

Accessibility of this procedure

We want our complaints process to be accessible to all customers. If you have any particular needs that affect how you can raise a complaint or receive our response, please let us know and we will take reasonable steps to accommodate you. This may include providing information in a different format or communicating through a nominated representative.

By setting out this complaints procedure, Man with Van Brent aims to give you confidence that any concerns about our moving and transport services will be taken seriously and addressed in a prompt, fair and professional manner.