Complaints Procedure for Man and a Van Bromley
Man and a Van Bromley is committed to providing reliable, courteous and professional moving services. We aim to resolve any concerns quickly, fairly and consistently. This complaints procedure explains how you can raise an issue about our services, what you can expect from us at each stage, and how we will work with you to reach a resolution.
1. Purpose and Scope of This Procedure
This procedure covers complaints relating to our man and van and removal services, including booking, pricing, conduct of staff, handling of belongings, punctuality, communication and service quality. It applies to all customers who have used or booked our services.
The procedure does not cover general enquiries, requests for quotes or routine feedback that does not involve dissatisfaction. However, if feedback indicates that you are unhappy with any aspect of our service, we will treat it as a complaint and follow the steps set out below.
2. Our Commitment to You
When you raise a complaint, we will:
Listen carefully to your concerns and treat your complaint seriously and confidentially, investigate what happened in a fair and objective way, respond in a clear and timely manner, explain our findings and the reasons for any decision, put things right where we are at fault, and use your feedback to improve our services.
We welcome all genuine complaints as an opportunity to learn and enhance the way we operate our moving and delivery services.
3. How to Make a Complaint
You can make a complaint verbally or in writing. We encourage you to raise any issue as soon as possible after the event, so that details are fresh and we can investigate effectively.
When you contact us to complain, please provide the following information so we can help you quickly:
Your full name and any booking reference you have, the date and approximate time of the move or collection, the pickup and destination addresses, a clear description of what went wrong or why you are unhappy, details of any damage, loss, delay or conduct issues, and what outcome you would consider a fair resolution.
If you are unable to provide all of this information, we will still accept your complaint and work with you to gather the details we need.
4. Stage One: Informal Resolution
Where possible, we aim to resolve issues at the earliest opportunity through informal discussion. In many cases, concerns can be dealt with quickly by speaking to the team member on site or by contacting our office soon after your move.
At this stage we will usually:
Listen to your account of events, check relevant booking details and job notes, seek clarification from the crew or staff involved, and offer a practical solution where we are able to do so.
If you are satisfied with the explanation or proposed solution at this stage, the matter will be closed. If you are not satisfied or the matter is more complex, the complaint will move to the formal stage.
5. Stage Two: Formal Complaint Investigation
If your complaint cannot be resolved informally or is of a more serious nature, we will log it as a formal complaint and begin a structured investigation.
Once your complaint is recorded as formal, we will:
Acknowledge receipt of your complaint within a reasonable timeframe, usually within a few working days, assign a person responsible for handling your case, review your account, job records, inventory lists and any photographs or evidence provided, speak with the staff and contractors involved, including the driver and moving crew, assess what happened against our policies and service standards, and determine whether your complaint is upheld in full, in part or not upheld.
After the investigation is complete, we will provide you with a written outcome, explaining what we found and why we have reached our decision.
6. Timeframes for Handling Complaints
We aim to handle complaints as quickly as practicable while ensuring a thorough and fair review.
As a general guide:
We will aim to acknowledge your complaint within a few working days of receiving it, we will usually aim to complete our investigation and provide a full response within 20 working days, although complex cases may take longer. If additional time is needed, we will keep you informed of the progress and expected timescale.
These timeframes are targets, not guarantees, but we will always try to resolve matters as promptly and efficiently as circumstances allow.
7. 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 remedies where appropriate:
A clear explanation or apology, corrective action such as a revisit or additional service, a goodwill gesture, or consideration of compensation where loss or damage has occurred and we are responsible under our terms.
Any remedies will be considered in line with our terms and conditions, our obligations as a removal service provider and any relevant consumer protection requirements.
8. Your Responsibilities When Making a Complaint
To help us investigate and resolve your complaint fairly and efficiently, we ask you to:
Provide accurate, honest and complete information, raise your concerns in a calm and respectful manner, retain any relevant documents, receipts or photographs, and cooperate with reasonable requests for further information.
We reserve the right to decline or discontinue correspondence where a complaint is pursued in an unreasonable, abusive or vexatious manner, but this will always be a last resort.
9. Escalating Your Complaint
If you are unhappy with the outcome of the formal investigation, you can ask for your complaint to be reviewed again. In doing so, please explain why you disagree with the decision and provide any additional information that you believe has not been considered.
We will then undertake a further review of your case, which may involve a different person looking at the complaint afresh. The result of this review will be communicated to you in writing and will normally be our final position on the matter.
10. Continuous Improvement
We record and monitor complaints to identify patterns, potential service issues and areas for improvement in our man and van and removals operations. Lessons learned from complaints may lead to changes in training, procedures, communication methods or equipment in order to reduce the likelihood of similar issues occurring in the future.
By following this complaints procedure, Man and a Van Bromley aims to protect customers, staff and the business while maintaining high standards of service and accountability.
