Complaints Procedure

Complaints Procedure for Man with Van Brent Cross

Man with Van Brent Cross is committed to providing a professional and reliable removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and continually improve our services. This complaints procedure explains how you can raise a concern and how we will handle it from start to finish.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and timely process for customers who wish to complain about any aspect of our services. This may include house moves, flat moves, office moves, furniture collection and delivery, loading and unloading, or any related service carried out by Man with Van Brent Cross.

We aim to resolve complaints quickly and informally where possible. Where a more detailed review is required, we follow the steps outlined below to ensure your complaint is handled consistently and professionally.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about our services, staff, vehicles, scheduling, charges, communication or conduct. You may wish to complain if, for example:

There was a delay in your removal service or collection.

You are unhappy with how your belongings were handled.

You believe you were charged incorrectly or received an unclear quotation.

You feel a member of our team behaved in an unprofessional manner.

Whatever your concern, we will treat it seriously and in confidence.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us investigate thoroughly and respond efficiently, please provide the following information where possible:

Your full name and the address where the service was carried out.

The date and approximate time of the service.

Any booking reference or quotation reference you were given.

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

Details of any items involved, such as damaged or missing belongings.

Any steps you have already taken to try to resolve the issue informally.

We encourage you to make your complaint as soon as possible after the event so we can gather accurate information from those involved.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for an appropriate person to review it. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is under review.

During this stage, we may contact you to clarify details or request further information. This helps us to understand your concerns fully and identify the outcome you are seeking, such as an explanation, an apology, a corrective action, or a review of charges.

Stage Two: Investigation of Your Complaint

Your complaint will then be investigated by a member of our management team who was not directly involved in the matter wherever possible. The investigation may include:

Reviewing your booking information and service records.

Speaking with the removal team or staff members involved.

Checking any available notes, photographs or job sheets relating to the move.

Assessing whether our policies and procedures were followed correctly.

We aim to complete our investigation and provide a substantive response within a reasonable period, depending on the complexity of the case. If more time is required, we will update you and explain why.

Stage Three: Response and Resolution

Once the investigation is complete, we will provide you with a clear response. This will normally include:

A summary of the issues you raised.

Details of the steps we took to investigate.

Our findings and conclusion.

Any actions we propose to resolve the matter.

Possible outcomes may include an explanation, an apology, corrective work, a review of charges, staff training, or adjustments to our internal processes to prevent similar issues in future. We aim to offer a resolution that is fair and proportionate to the circumstances of your complaint.

Escalating Your Complaint

If you are not satisfied with our response at the conclusion of Stage Three, you may request that your complaint is reviewed again. When asking for an escalation, please explain why you are unhappy with the outcome or how you feel your complaint has not been fully addressed.

A senior member of our team will then reassess your complaint, the investigation carried out, and the response provided. Following this review, we will issue a final position statement setting out our decision.

Time Limits for Complaints

To allow us to investigate effectively, we ask that complaints relating to a specific removal or transport service are made within a reasonable period from the date the service took place. Complaints about damage or loss should be raised as soon as you become aware of the issue, ideally within a short time after the move is completed. This improves the chances of tracing events accurately and agreeing an appropriate resolution.

Our Commitment to Fairness and Improvement

Man with Van Brent Cross is committed to handling all complaints fairly, consistently and without discrimination. Your complaint will be treated confidentially and used as an opportunity to review and, where necessary, improve our working practices.

Feedback from customers, whether positive or negative, plays an important role in maintaining a reliable and professional removal service. By following this complaints procedure, we aim to ensure that concerns are heard, investigated and resolved in a way that respects your time, your property and your experience with our company.

Record Keeping

We keep a record of complaints received, how they were investigated and the outcomes reached. This helps us identify patterns, monitor service quality and implement training or procedural changes where needed. Records are stored securely and retained in line with our internal policies and applicable requirements.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with our commitment to customer service. We may update the procedure from time to time to reflect changes in our operations, standards or best practice within the removals and transport sector.

If you wish to make a complaint or request further information about this procedure, please contact us using the usual communication methods provided when you booked your service with Man with Van Brent Cross.