Man with Van Brompton Complaints Procedure

This Complaints Procedure explains how you can raise concerns about the man and van and removal services provided by Man with Van Brompton, and how we will handle and resolve those concerns. We are committed to delivering a reliable, professional and respectful service, and we view complaints as an opportunity to put things right and improve our operations.

Our Commitment to You

We aim to resolve any complaint promptly, fairly and in a way that is easy to understand. All complaints are handled in a professional and non-confrontational manner. We treat every complaint seriously, whether it relates to customer service, packing, loading, transport, timing, damage to property, or any other aspect of our removal services.

We will always:

1. Listen carefully to your concerns and treat you with respect.
2. Investigate your complaint thoroughly and objectively.
3. Keep you informed about what is happening at each stage.
4. Aim to resolve your complaint as quickly as possible.
5. Use the outcome to improve our services and prevent similar issues.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van or removal services, whether justified or not. You may wish to complain if you feel that:

1. The service you received did not match what was agreed.
2. Our team behaved in an unprofessional, unsafe or discourteous way.
3. Your belongings, property or premises were damaged during a move.
4. There were delays, missed appointments or poor communication.
5. Our charges were unclear or did not reflect what you expected.
6. Any other aspect of our conduct or service fell below your expectations.

How to Make a Complaint

You can make a complaint in writing or verbally. So that we can investigate effectively, please provide as much detail as possible, including:

1. Your full name and the moving date or booking reference, if available.
2. The address where the service took place and any collection or delivery points relevant to your move.
3. A clear description of what went wrong and when it happened.
4. Names or descriptions of any staff involved, if known.
5. Details of any loss or damage, including photographs where possible.
6. What outcome you are seeking, such as an explanation, apology or compensation review.

You should raise your complaint as soon as possible after the issue arises. Complaints relating to damage to goods or property should be notified within a reasonable time from the moving date so that we can investigate fully while information is still fresh and any evidence is available.

Stage One: Initial Resolution

In the first instance, we encourage you to raise your concern with the person you booked with or the team leader responsible for your move. Many issues can be resolved quickly and informally at this stage, for example by clarifying an arrangement, explaining a charge, or agreeing a practical solution on the day of the move.

If the issue cannot be resolved informally, or if you prefer not to raise it directly with the moving team, you may proceed to a formal complaint.

Stage Two: Formal Complaint Review

When we receive a formal complaint, we will acknowledge it within a reasonable timeframe and confirm that it is being investigated. We will then:

1. Review your account of what happened and any evidence you provide.
2. Obtain statements from staff involved, where required.
3. Review any job records, inventory notes and service documentation.
4. Assess whether our terms, conditions and service standards were met.

We aim to provide a full response once the investigation is complete. If further time is required, we will let you know and explain the reason for any delay. Our written response will explain our findings, any action we have taken, and any offer of remedy or goodwill, where appropriate.

Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, outcomes may include:

1. A full or partial apology and explanation of what went wrong.
2. Practical steps to put things right, where this is possible.
3. A review of charges, which may include adjustment where justified.
4. Consideration of compensation in line with our terms and conditions and the scope of our liability for removal services.
5. Internal training, process changes or performance reviews to prevent recurrence.

We will always explain the reasons for our decision and how it was reached. If we are unable to provide the outcome you are seeking, we will clearly set out why.

Escalation and Further Review

If you are not satisfied with the outcome of the formal complaint review, you may ask for the decision to be reconsidered. In this case, where possible, a different senior member of our team will review the complaint, the investigation and the response that has already been given.

The reviewer may:

1. Confirm the original decision.
2. Modify the decision or remedy offered.
3. Request further information or clarification before reaching a final view.

Once this review has been completed, we will write to you with a final position on your complaint.

Time Limits and Evidence

To help us investigate complaints effectively in relation to our man and van and removal services, we may set reasonable time limits for submitting supporting information such as photographs of damage, copies of receipts, or written confirmation of events. Where goods have been moved, it is helpful if you check them as soon as reasonably possible after delivery so that any issues can be brought to our attention without delay.

Data Protection and Confidentiality

All complaints are handled in accordance with our obligations under relevant data protection laws. Information you provide in connection with a complaint will be used only for the purpose of investigating and responding to your concerns and for improving our services. It will be kept secure and will be shared internally only with those who need it to deal with your complaint.

Continuous Improvement

We regularly review complaints and feedback to identify patterns, training needs and opportunities to improve how we deliver our man and van and removal services. By raising a complaint, you are helping us to provide a better service for all customers and to maintain high standards in planning, handling and completing moves.

This Complaints Procedure does not affect your statutory rights. It is designed to provide a fair and transparent route for resolving issues directly with Man with Van Brompton.