Complaints Procedure

Man with Van Brunswick Park Complaints Procedure

This Complaints Procedure explains how Man with Van Brunswick Park manages concerns and complaints about our removals and man and van services. We are committed to resolving issues fairly, promptly, and transparently. By setting out this procedure, we aim to give all customers confidence in how we handle feedback and resolve any problems that arise.

Our Commitment to You

We want every move, delivery, and collection we undertake to meet or exceed your expectations. If something goes wrong, we will listen, investigate, and work with you to reach a fair outcome. We treat all complaints seriously, whether they relate to local moves, longer-distance journeys, packing, handling of belongings, timing, or customer service.

We will always aim to:

Respond to your complaint in a timely manner
Investigate the issue objectively and thoroughly
Explain our findings clearly and honestly
Offer appropriate solutions where we are at fault
Use feedback to improve our services for future customers

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This may include, but is not limited to:

Concerns about the conduct, attitude, or behaviour of our team
Issues with punctuality, delays, or missed appointments
Disputes about quoted prices, final charges, or scope of work
Concerns about how your goods were handled, loaded, transported, or unloaded
Reports of loss, damage, or missing items
Any situation where you feel we have not met our agreed standards or our description of service

We also welcome general feedback, suggestions, and comments. While these are not treated as formal complaints, they are recorded and reviewed to help improve our service.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or verbally. Written complaints are usually easier for both parties, as they create a clear record of what happened and what outcome you are seeking.

When submitting a complaint, please provide:

Your full name and any booking reference you may have
The date and time of the job, and the collection and delivery addresses
A clear description of what went wrong or did not meet your expectations
Details of any items that were lost or damaged, including photographs where possible
Any supporting information, such as invoices, quotes, or communications
The resolution you would like us to consider

If you raise a concern during the job itself, the team on site will do their best to resolve it straight away. If you remain unhappy after speaking to the team, or if the problem becomes clear later, please follow this formal procedure.

Stages of Our Complaints Process

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We may contact you to clarify any details, request further information, or ask for photographs or evidence relating to your concerns. Clear information at this stage helps us to investigate fairly and thoroughly.

Stage Two: Investigation

Your complaint will be reviewed by a responsible person who was not directly involved in the incident wherever possible. As part of our investigation, we may:

Check booking details, job notes, and any written communications
Speak to the staff members who carried out the work
Review vehicle logs and schedules where relevant
Consider any evidence you have provided, including images of any alleged damage

We may contact you during this process if we require further clarification.

Stage Three: Response and Outcome

After the investigation is complete, we will provide a written response setting out:

A summary of your complaint
What we have investigated and reviewed
Our findings and decision
Any proposals to put things right, if appropriate

Where we find that we are at fault, we will consider what is fair and reasonable in the circumstances. This may include an apology, corrective action, or other remedies in line with our terms and conditions.

Timescales

We aim to resolve most complaints as quickly as possible. The exact time required will depend on the complexity of the issue and the availability of information. If an investigation will take longer than expected, we will inform you and provide an updated timescale.

To help us deal with matters effectively, we ask that complaints are raised within a reasonable time of the service taking place or of the issue coming to your attention. Delays in reporting may affect our ability to investigate fully, especially in relation to claims of damage or loss.

Claims for Damage or Loss

If your complaint involves alleged damage to property or belongings, or loss of items, it is important that you notify us as soon as you become aware of the issue.

We may ask for:

Photographs of the damage
Proof of ownership or value of items where relevant
Details of where the items were located and how they were packed

Any settlement or resolution offered will be considered in line with our terms, any agreed limitations of liability, and the condition and value of the items concerned. We encourage customers to ensure that fragile or high-value items are appropriately packed and highlighted to our team before loading.

If You Remain Dissatisfied

If, after receiving our final response, you remain unhappy, you may contact us again to explain why you do not accept the outcome. We will review your comments and consider whether any further investigation is appropriate. While we may not always be able to change our decision, we will always explain our reasons clearly.

Using Complaints to Improve Our Service

All complaints and significant concerns are recorded and reviewed. We use this information to identify patterns, update staff training, refine our procedures, and improve how we plan and deliver moves and man and van services in our operating area.

By following this Complaints Procedure, Man with Van Brunswick Park aims to ensure that every concern is treated with respect, handled professionally, and used as an opportunity to strengthen the reliability and quality of our service.