Complaints Procedure

Complaints Procedure for Man With a Van Barnet

Man With a Van Barnet is committed to providing a reliable and professional removal service for customers moving home, office or individual items. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us if something has gone wrong, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to resolve all complaints quickly, fairly and transparently. We take all feedback seriously and use it to improve our services, staff training and day-to-day operations. You will always be treated with courtesy and respect, and your complaint will be handled in a confidential and professional manner.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, vehicles, pricing, communication or the conduct of our staff or contractors. This can include, for example:

Concerns about the handling or transportation of your belongings.

Issues with punctuality, scheduling or completion of a move.

Disputes regarding quotes, final charges or payment terms.

Concerns about the behaviour, attitude or professionalism of our team.

Problems with our communication before, during or after your booking.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always do our best to resolve a concern raised by phone or in person, we recommend making a written complaint so that there is a clear record of the issue. This also helps us investigate thoroughly and respond accurately.

When making a complaint, please provide as much detail as possible, including:

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

The date and approximate time of your move or booking.

Any reference number or booking details you have available.

A clear description of what went wrong and when it occurred.

Details of any losses, damage or inconvenience experienced.

Any steps you have already taken to resolve the issue with our team.

Timescales for Raising a Complaint

We encourage you to contact us as soon as possible after the issue occurs, so that we can investigate while details are still fresh and evidence is readily available. For matters involving loss or damage to belongings during a removal, we ask that you notify us within a reasonable period of discovering the issue. Delays in reporting may affect what solutions are available, particularly where insurance or third party services are involved.

How We Will Handle Your Complaint

When we receive your complaint, we will follow a clear and structured process:

Step one: Acknowledgment. We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person responsible for handling your case.

Step two: Initial review. We will gather information from the staff involved, review booking records, job sheets and any relevant notes, and consider any photographs, documents or evidence you have supplied.

Step three: Investigation. If the matter is complex, we may need additional time to investigate fully. This could include speaking with the driver or removal team, examining vehicle logs, and assessing any damage reports.

Step four: Response. We will provide a written response setting out our findings, any conclusions we have reached, and the steps we propose to resolve the matter.

Response Times

We aim to acknowledge all complaints promptly. We then aim to provide a full response within a reasonable timeframe, depending on the complexity of the issue. Where we cannot provide a full response within that period, we will update you on the progress of our investigation and let you know when you can expect a final reply.

Possible Outcomes and Remedies

Our goal is to reach a fair and reasonable outcome based on the information available. Depending on the circumstances, possible resolutions may include:

An explanation of what went wrong and why.

An apology where our service has fallen below the standards we aim to maintain.

Corrective action to put things right where possible.

A review of internal procedures or additional staff training to prevent recurrence.

Where appropriate and at our discretion, a financial gesture, partial refund or discount on future services.

Remedies will always be considered on a case by case basis, taking into account the nature of the complaint, any supporting evidence and the terms and conditions that applied to your booking.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you can request that it be reviewed by a more senior member of our team. In your request, please explain why you are unhappy with the initial decision and what outcome you are seeking. The escalation will be considered impartially, and we will provide you with a further written response once the review is complete.

Your Responsibilities

We ask that you treat our team with respect throughout the complaints process. Abusive, threatening or discriminatory language or behaviour will not be tolerated and may result in us limiting or ending communication. We also ask that you cooperate with our investigations by providing accurate information and any supporting documents or images that may assist in resolving the matter.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. We handle personal data in line with applicable data protection requirements and retain complaint records for an appropriate period to help us monitor service quality and improve our operations.

Continuous Improvement

Feedback, including complaints, is an important part of how Man With a Van Barnet maintains and improves its local removal and man and van services. We review trends, identify recurring issues and use this information to enhance training, update procedures and refine the way we plan and carry out moves for customers in our service areas.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and in line with our legal and regulatory obligations. Updated versions will replace earlier procedures and will apply to all new complaints from the date of publication.