Complaints Procedure

Complaints Procedure for Man with Van Bromley Common

Man with Van Bromley Common is committed to providing a reliable, professional and respectful removal service. 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.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for resolving problems related to our services, including domestic moves, small removals, and man and van bookings. Our goals are to:

Ensure your concerns are listened to and taken seriously.

Resolve issues as quickly as possible.

Learn from complaints to improve our service.

Provide a transparent record of how complaints are handled.

What This Procedure Covers

This procedure applies to complaints about:

The standard of our removal or man with van service.

Conduct, attitude or behaviour of our staff or contractors.

Damage to property or belongings during collection, transport or delivery.

Delays, missed appointments, or significant changes to agreed times.

Booking, invoicing or payment issues related to our services.

If your concern relates to something outside our control, such as third-party services you have arranged yourself, we will advise you where possible but may not be able to resolve the issue directly.

Principles We Follow When Handling Complaints

When you raise a complaint with Man with Van Bromley Common, we will handle it according to the following principles:

Accessibility: Our complaints process is straightforward and does not require legal or specialist knowledge.

Fairness: We will consider both sides of the issue and base our response on evidence.

Confidentiality: Your information will be treated with respect and only shared when necessary to investigate the matter.

Timeliness: We will acknowledge and respond to complaints within reasonable timescales.

Improvement: Where something has gone wrong, we will look at how to prevent similar issues in the future.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us investigate, please provide as much information as you can, including:

Your full name and the address where the service took place.

The date and approximate time of the service.

A clear description of what went wrong and how it affected you.

Names or descriptions of any staff involved, if known.

Any supporting details, such as photos of damage or copies of job notes, if available.

We encourage you to raise any concerns as soon as possible after the event, so that details are clear and evidence is easier to review.

Informal Resolution

Where possible, we aim to resolve complaints informally at an early stage. You can raise your concern with the person you booked with, or the team member in charge on the day of the job.

We will listen to your concerns, ask questions where needed, and try to agree a practical solution. This might include an explanation, an apology, a repeat visit to complete work, or another appropriate remedy.

If you feel that the issue has not been resolved informally, you may request that it is handled as a formal complaint.

Formal Complaint Process

When you make a formal complaint, we will record the details and follow a structured process to investigate and respond.

Step 1: Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.

Step 2: Investigation

A designated person within Man with Van Bromley Common will review your complaint. The investigation may include:

Discussing the matter with the staff involved.

Reviewing booking records, job sheets and any notes made at the time.

Examining any photographs or evidence provided by you or our team.

Where needed, requesting further information or clarification from you.

Step 3: Response

Once the investigation is complete, we will send you a written response setting out:

Our understanding of your complaint.

The steps we have taken to investigate it.

Our findings and any conclusions reached.

Any offer of resolution or remedial action.

We aim to provide a full response within a reasonable timeframe. If, for any reason, we need more time, we will let you know and explain why.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of expectations.

Practical steps to put things right, where possible.

Internal action, such as additional staff training or changes to our procedures.

Any remedy offered will be fair and proportionate to the issue raised and the findings of the investigation.

Escalating Your Complaint

If you are not satisfied with our formal response, you may ask for your complaint to be reviewed again. When you do this, please explain why you remain unhappy and what outcome you are seeking.

A further review will look at whether the complaint was handled fairly and whether the conclusions reached were reasonable in light of the information available.

Recording and Using Complaint Information

We keep a record of complaints and their outcomes to help us monitor patterns, identify recurring issues and improve our service. This may include details about the type of complaint, how it was resolved, and any changes we made as a result.

Personal information will be handled in accordance with applicable data protection requirements. We will not share your details with third parties for marketing purposes.

Our Commitment to Continuous Improvement

Feedback, including complaints, is an important part of how Man with Van Bromley Common maintains and improves its removal and man and van services. By following this Complaints Procedure, we aim to build trust with our customers and make sure that any problems are addressed in a fair, consistent and constructive way.

If you have concerns about any aspect of our service, we encourage you to let us know so we can work with you to find a suitable resolution.