Complaints Procedure
Man with Van Brent Complaints Procedure
This complaints procedure explains how you can raise a concern about Man with Van Brent and how we will handle it. Our aim is to resolve problems fairly, promptly and transparently, and to use all feedback to improve our removal and moving services.
1. Our commitment to resolving complaints
We want every move and collection to run smoothly. If something goes wrong, we take it seriously. We will always:
Listen carefully to your concerns, treat you with respect and courtesy, aim to resolve matters at the earliest possible stage, keep you informed throughout the process, and learn from complaints to improve our services.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our removal, delivery or associated services where you would like a response or resolution. This may include, for example, concerns about service quality, handling of goods, timekeeping, conduct or communication of staff or contractors, or how we have managed a booking, quote or invoice.
This procedure is not intended for general enquiries, price requests, or booking changes, which should be made through our normal customer contact channels.
3. Information we need from you
To help us investigate your complaint efficiently, please provide as much detail as possible, including:
Your full name and how you would like us to contact you, the date and time of your move or collection, the service you booked, including type of vehicle and number of helpers if known, a clear description of what went wrong, including any relevant times and locations, details of any damage, loss or delay, including photographs if available, and what outcome you would consider fair.
We may need to ask follow up questions to properly understand the situation. Prompt and clear information from you will help us resolve your complaint more quickly.
4. Stage one: Informal resolution
Where possible, we encourage you to raise any concerns as soon as they arise, ideally on the day of the move or service. Many issues can be resolved quickly and informally by speaking with the driver or team on site, or by contacting our office promptly.
At this stage we will aim to understand what has happened, clarify any misunderstandings, and agree practical steps to put things right where we reasonably can. If you are satisfied with the outcome at this stage, the complaint will be recorded as resolved informally.
5. Stage two: Formal complaint
If your concern cannot be resolved informally, or you remain unhappy with the response you received, you can make a formal complaint. Please set out clearly that you wish to raise a formal complaint and include the information listed in section three of this procedure.
Once we receive your formal complaint, we will acknowledge it as soon as reasonably practicable. We will then assign it to a person with appropriate responsibility to investigate.
6. Investigation and response timescales
We will carry out a fair and thorough investigation. This may include reviewing your booking details, job sheets and any photographs, speaking with the team members involved, checking vehicle logs and other records relevant to your complaint, and considering any relevant terms and conditions that applied to your booking.
We aim to provide a full written response within a reasonable timeframe, depending on the complexity and nature of the complaint. If we cannot give a final response within this period, we will update you on our progress and let you know when you can expect a full reply.
7. Possible outcomes and remedies
After reviewing your complaint, we will explain our findings and the reasons for our decision. Possible outcomes may include:
An explanation and, where appropriate, an apology, clarification of our policies and how they apply to your case, practical steps to complete or correct the service, where reasonably possible, or a goodwill gesture or other remedy if appropriate and at our discretion.
Where your complaint relates to damage or loss, any remedy will be considered in line with our terms and conditions and any applicable limits of liability that were in place when you made your booking.
8. If you remain dissatisfied
If, after receiving our formal response, you feel that your complaint has not been handled fairly or your concerns have not been addressed, you may contact us again and explain clearly which aspects you believe remain unresolved.
We will review your comments and may arrange for a further internal review by a different person where appropriate. We will then confirm whether our original response is upheld or whether any aspect of our decision or outcome will be changed.
9. Reasonable behaviour and fair use
We understand that moving can be stressful and that complaints often arise from difficult situations. We expect all parties to behave reasonably and respectfully throughout the complaints process.
We may decide to limit or manage communication where contact becomes excessive, abusive or unreasonable, while continuing to address any legitimate issues raised. This ensures that we can handle all complaints fairly and dedicate appropriate time to each case.
10. Recording and using complaints to improve
We keep a record of the complaints we receive, including the nature of the issue, how it was resolved and any actions taken. This helps us to identify patterns, improve our training and procedures, and enhance the quality and reliability of our removal and transport services over time.
By following this complaints procedure, we aim to handle all concerns in a clear, fair and consistent way, and to maintain the trust of customers who rely on Man with Van Brent for safe and dependable moving services.
