Complaints Procedure
Man with Van Bromley Complaints Procedure
Man with Van Bromley is committed to providing a reliable, professional and courteous man and van and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right where possible and improve our services for the future.
This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and accessible process for customers who are unhappy with any aspect of our service, including but not limited to home moves, office relocations, single item transport, packing and loading, storage collections and deliveries.
This procedure covers complaints about service quality, conduct of staff, communication, punctuality, loss or damage to goods, and billing issues associated with our removal and man and van services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service you have received from Man with Van Bromley. This may include:
Poor handling or care of your belongings during loading, transport or unloading. Delays or missed appointments without reasonable explanation. Behaviour or attitude of team members during your move. Inaccurate information given about prices, timings or services. Disputes regarding charges or payment. Failure to deliver a service that was agreed at the time of booking.
We encourage you to raise any issues as soon as possible so that they can be addressed promptly.
How to Make a Complaint
You can make a complaint in writing or verbally. Wherever possible we encourage written complaints, as this helps us to keep a clear record of the issue and respond in a structured way.
When raising a complaint, please provide as much detail as you can, including:
Your full name and the address where the service was provided. The date and approximate time of the service. A description of what went wrong and how it has affected you. Names of any team members you dealt with, if known. Any supporting information such as booking references or photographs of damage.
If your complaint is made verbally, we may ask you to confirm key details in writing so that we can ensure accuracy and prevent misunderstandings.
Timeframe for Making a Complaint
We ask that complaints relating to physical damage to items or property are reported as soon as reasonably practicable after your move, ideally within 48 hours of the service taking place. This helps us to investigate while the details are still fresh and any evidence is readily available.
Complaints about other aspects of service, such as punctuality or customer care, should also be raised at the earliest opportunity. However, we will consider complaints made later in good faith and treat them seriously.
Our Complaints Handling Process
Once we receive your complaint, we will follow these steps:
1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. Where you have contacted us in writing, we will reply in the same format unless you request otherwise.
2. Initial review: We will review the details of your complaint, check your booking information and, where relevant, speak to the team members involved in your move.
3. Investigation: We may ask you for additional information, such as photographs of any alleged damage or copies of written communications. This helps us build a full picture of what happened.
4. Outcome and response: Once we have completed our investigation, we will write to you setting out our findings, any action we propose to take, and any recommendations for preventing a recurrence.
We aim to provide a full response within a reasonable period from the date we receive all necessary information relating to your complaint. If we need more time to investigate, we will let you know and explain why.
Possible Outcomes and Remedies
Depending on the nature and seriousness of your complaint, possible outcomes may include:
A clear explanation or apology where service has fallen below the standards we expect. A review or correction of any billing errors, where applicable. Practical steps to resolve the issue, where this is possible. Internal action such as additional training or guidance for staff.
Where complaints involve alleged loss or damage to goods, any remedy will be considered in line with our terms and conditions, including any limitations or responsibilities agreed at the time of booking. We will discuss these with you as part of the outcome.
Escalating Your Complaint
If you are unhappy with the outcome of your complaint, you may request that your complaint be reviewed again. In this case, we will arrange for a more senior member of our team to re-examine the matter, including the earlier investigation and any new information you provide.
Following this review, we will send you a final response explaining our position. This marks the conclusion of our internal complaints procedure.
Our Responsibilities and Commitments
Throughout the complaints process, Man with Van Bromley is committed to:
Treating all complaints seriously and respectfully. Handling your complaint fairly and without discrimination. Investigating matters impartially, based on the facts. Keeping your personal information secure and confidential. Using feedback to improve our removal and transport services across our operating area.
We do not charge you for making a complaint or for our investigation of the issue.
Using Complaints to Improve Our Service
We view complaints as an important source of feedback. They help us identify where processes and communication can be improved, whether for local household moves, flat relocations, office moves or small item deliveries.
Where recurring issues are identified, we may update our training, adjust our procedures or review our service standards so that we can continue to provide a safe, efficient and dependable man and van service for customers across our service area.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to future complaints and will be reflected in our current policy information.
If you have any questions about this complaints procedure or need help submitting a complaint, please contact us using your usual method of communication with Man with Van Bromley and we will be happy to assist.
