Complaints Procedure
Man with Van Brixton Complaints Procedure
Man with Van Brixton is committed to providing reliable, professional removal services for local customers and those moving to or from the wider area. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, what we will do in response, and the timescales you can expect. Our aim is to resolve issues fairly, consistently and as quickly as possible.
Our Commitment to You
We take all complaints seriously. Every concern raised is treated as an opportunity to review our processes and improve the service we provide. We will always aim to:
Ensure your complaint is listened to carefully and respectfully.
Investigate the matter thoroughly and impartially.
Respond within clear and reasonable timescales.
Explain our findings and any decisions in plain, clear language.
Offer appropriate remedies where complaints are upheld.
What Is a Complaint
A complaint is any expression of dissatisfaction about our removal or man and van services, whether it relates to the booking process, communication, conduct of staff, handling of goods, timings, or payment issues. You do not need to use any specific language or form for your concern to be treated as a complaint, as long as it is clear you are unhappy and would like us to respond.
How to Raise a Complaint
You can raise a complaint verbally or in writing. Wherever possible, we encourage customers to raise any immediate concerns with the driver or team leader on the day of the move, so we have a chance to resolve issues straight away.
If your concern cannot be resolved on the day, or you prefer not to raise it in person, you can submit a written complaint. When doing so, please provide:
Your full name and the address where the service was carried out.
The date of your booking and the date of the move.
A clear description of what went wrong and what you are unhappy about.
Details of any damage, missing items, delays or other issues.
Any supporting information or evidence you wish us to consider, such as photographs, inventory lists or written notes.
Providing accurate and detailed information helps us investigate more effectively and reach a fair outcome.
Time Limits for Making a Complaint
We ask that complaints relating to our removal services are made as soon as reasonably possible after the service has taken place. This enables us to investigate while details are still fresh and any evidence is easier to obtain.
For issues involving possible damage to property or belongings, we recommend you notify us in writing as soon as the issue is discovered. While we will always consider the circumstances, delays in reporting may affect our ability to verify and address certain claims.
How We Handle Your Complaint
Once we receive your complaint, it will follow these stages:
1. Acknowledgement
We will acknowledge receipt of your complaint. In this acknowledgement, we will confirm that we have received your concerns and explain the next steps in the process. Where necessary, we may ask you to clarify certain points or provide additional information.
2. Initial Review
A member of our team will review your complaint and any accompanying information, such as job records, booking details, route logs, team notes and photographs, where available. If your complaint relates to a specific removal team, we will normally speak with those staff members to obtain their account of events.
3. Investigation
More complex complaints may require a fuller investigation. This can include a detailed review of timelines, examination of any reported damage, and, where appropriate, consultation with third parties such as building managers or property owners. We will aim to complete this stage in a reasonable timeframe and will keep you informed if more time is needed.
4. Outcome and Response
After reviewing all relevant information, we will provide you with a written response summarising our understanding of the complaint, the steps we have taken to investigate, our findings, and our decision. Where we uphold your complaint, we will also outline any remedial actions we propose to take.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology for any inconvenience or shortfall in service.
Corrective action, such as revisiting a property to address a practical issue where possible.
Review or improvement of internal procedures and staff training.
Consideration of appropriate goodwill gestures where justified and in line with our terms and conditions.
Any remedy offered will take into account the specific circumstances of your case, our contractual obligations, and the evidence available.
Timescales for Response
We aim to acknowledge all complaints promptly and to provide a full written response within a reasonable period from the date we have all necessary information. If, due to the complexity of the matter, we cannot conclude our investigation within this period, we will let you know and provide an updated timescale.
Escalation of Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. In this case, where possible, a more senior member of the team will reassess the matter, taking into account any additional information you provide and the findings of the first investigation.
Following this further review, we will send you a final response outlining our position. This final response will mark the conclusion of our internal complaints procedure.
Fair Treatment and Confidentiality
Raising a complaint will not affect your right to use our services in the future. All complaints are handled confidentially and in accordance with our general data handling practices. Information is only shared internally with staff who need it to investigate and resolve your complaint.
Continuous Improvement
We review complaints regularly to identify recurring issues and trends. Lessons learned from complaints help us refine our processes, support our staff with further training, and improve the overall experience for customers using our man and van and removal services in Brixton and the surrounding areas.
By setting out this complaints procedure clearly, Man with Van Brixton aims to give you confidence that any concerns raised will be handled fairly, transparently and with due care.
