Complaints Procedure

Man with Van Barnehurst Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Barnehurst can raise concerns about our removal and transport services, and how those concerns will be managed. Our aim is to resolve issues promptly, fairly and transparently, and to use all feedback to improve our services across our operating area.

Our Commitment to You

We want every move, delivery or collection to run smoothly. If something goes wrong, we are committed to:

Listening carefully to your concerns and taking them seriously.

Investigating what happened in a fair and objective manner.

Responding within reasonable and clearly stated timescales.

Putting things right where we are at fault, where reasonably possible.

Using the outcome to improve our working practices and staff training.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to:

Collection and delivery of household or office items.

Loading, unloading and handling of goods.

Punctuality, conduct or behaviour of our drivers or porters.

Damage, loss or suspected loss of items during transport.

Quality of communication, quotations and booking arrangements.

This procedure does not cover general service enquiries, booking changes or requests for additional services, which should be raised through our standard contact and booking channels.

How to Make a Complaint

You can raise a complaint as soon as you become aware of an issue. We encourage you to contact us as quickly as possible so that we can investigate while details are still clear.

You may submit a complaint in any written format that suits you, such as a written note or message through the communication method you used when booking. When raising a complaint, please provide the following information where possible:

Your full name and the name used for the booking.

The date and approximate time of the job or collection.

The collection and delivery addresses.

A clear description of what went wrong and how it has affected you.

Details of any items believed to be damaged or missing, including photographs if available.

Any reference number, quote number or other identifying details linked to your booking.

Timescales for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint within a reasonable timeframe after the service has been provided. For issues relating to damage or loss of items, we recommend notifying us as soon as you notice a problem. Where possible, please do not dispose of any damaged packaging or items until we confirm it is no longer needed for our investigation.

Our Investigation Process

Once we receive your complaint, we will follow these steps:

Acknowledgement. We will acknowledge your complaint as soon as reasonably practicable. Where this is not immediate, it will usually be within a few working days.

Review of information. We will review the details you have provided, along with our booking records, job sheets, route information and any internal notes relating to your service.

Further information. If necessary, we may contact you to clarify details or request additional information, such as photographs of alleged damage or proof of purchase for items in dispute.

Discussion with staff. We may speak with the driver or team members involved to understand what occurred on the day.

Assessment. We will assess the facts objectively and decide what outcome is appropriate in the circumstances.

Response and Outcomes

Once our investigation is complete, we will provide you with a clear response explaining:

Our understanding of the complaint and what we have investigated.

Any findings or conclusions we have reached.

Any steps we propose to resolve the matter, if applicable.

Where we find that we are at fault, we will seek to agree a fair and reasonable resolution. This may include, depending on the situation and subject to our terms and conditions:

An apology and explanation.

Offer of a corrective service where practical.

Consideration of a goodwill gesture.

Any remedy will take into account our service terms, the information you provide, and the evidence available.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within the business. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will then:

Reassess the complaint and the steps taken so far.

Check whether all relevant information and evidence have been considered.

Issue a further response with our final position.

Complaints Involving Damage or Loss

For complaints involving alleged damage or loss during a move or transport job, we may require additional information to assess the situation properly. This may include:

Photographs clearly showing the damage and the item as a whole.

A description of the item, including age, condition and approximate value.

Details of how and when the damage or loss was discovered.

Confirmation of any pre existing damage or wear.

We may also ask for permission to inspect the item or request further evidence before making a decision. Please note that fragile or high value items may need to be packed and prepared in accordance with our guidance or your chosen packing method, and that our responsibilities are subject to our service terms and conditions.

Fair Treatment of Staff and Customers

All complaints will be handled with courtesy and respect. We expect our staff to be professional at all times, and we also ask customers to communicate in a respectful manner. Abusive, threatening or discriminatory behaviour may result in us limiting or ending communication where reasonably necessary, though this will not prevent us from considering the substance of a genuine complaint.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review how we operate our man and van services across the area we cover. We regularly assess the types of complaints we receive to identify patterns and make improvements to:

Staff training and supervision.

Vehicle loading and securing procedures.

Customer communication before, during and after moves.

Booking and confirmation processes.

Our goal is to reduce the likelihood of similar issues occurring in future and to provide a consistently reliable and efficient removal and transport service.

Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, business structure or applicable guidance. Any updated version will apply from the date it is published and will be used for all new complaints raised after that date.

If you have any questions about this Complaints Procedure or need help in raising a complaint, please contact us using your usual method of communication with Man with Van Barnehurst.