Complaints Procedure

Complaints Procedure for Man with Van Barnet

Man with Van Barnet is committed to providing a reliable, friendly and professional moving and removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.

Our Commitment to You

We aim to resolve all complaints fairly, courteously and as quickly as possible. We use all feedback, whether positive or negative, to review and improve our services, including home moves, office moves and general transport of goods. We will always treat you with respect and expect the same from our customers.

What Is a Complaint

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

Concerns about punctuality or timekeeping on the day of your move. Issues with the handling, loading or unloading of your belongings. Disputes over the agreed service, quotation or final charges. Staff conduct, behaviour or attitude. Any other aspect of our removal or delivery service that you feel has not met the standard you reasonably expected.

Raising an Informal Complaint

Where possible, we encourage customers to raise issues informally in the first instance. Many concerns can be resolved quickly by discussing them with a member of our team on the day of service or shortly afterwards. If you are comfortable doing so, please speak to the driver or team leader on site, who will do their best to put matters right immediately where this is practical and safe.

If the issue cannot be resolved on the spot, or you prefer not to raise it at the time, you may proceed to the formal complaints process described below.

How to Make a Formal Complaint

If you wish to make a formal complaint about Man with Van Barnet, please do so as soon as reasonably possible after the event. Providing clear information helps us investigate effectively. When submitting your complaint, please include the following details:

Your full name and the address where the service was provided. The date of the move or service and approximate time. A clear description of what went wrong and how it has affected you. Any photographs, reference numbers, or other information that may help us understand the issue. Details of any previous attempt to resolve the matter informally.

Formal complaints should be made in writing so that we have a clear record of your concerns and can respond appropriately.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. If we require more information from you to proceed with our investigation, we will let you know at this stage.

How We Investigate Complaints

We will conduct a fair and impartial investigation into your complaint. This typically involves:

Reviewing the booking details, any written correspondence and relevant job notes. Speaking with the driver and any team members who attended your move. Considering any photographs, videos or other evidence you have provided. Assessing whether our usual standards and procedures were followed correctly.

We aim to complete our investigation within a reasonable period, depending on the complexity of the issue and the availability of those involved. Where more time is needed, we will keep you updated.

Our Response and Possible Outcomes

After reviewing your complaint, we will provide you with a written response setting out our findings and any actions we propose to take. Depending on the circumstances, possible outcomes may include:

An explanation or clarification of what happened and why. An apology where we have fallen short of our standards. Practical steps to put things right where this is possible. A goodwill gesture, where appropriate, at our discretion. Confirmation of any changes we will make to our procedures or training to help prevent similar issues in future.

We will clearly explain the reasons for our decision and the basis on which it has been made.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for the decision to be reviewed. In your request for escalation, please explain why you remain dissatisfied and what outcome you are seeking. A more senior member of the team will then review the original investigation and response. They may speak with the individuals involved and consider whether any further steps are required before a final decision is made.

Time Limits for Complaints

To enable a fair and accurate investigation, we recommend that complaints are made as soon as possible and preferably within a reasonable time after the service is completed. Delays in reporting may limit the information available to us and affect our ability to investigate thoroughly, particularly in relation to perishable evidence or short-term storage of job records.

Customer Responsibilities

We ask that all customers raising a complaint do so calmly and respectfully. Providing clear, accurate and complete information will help us resolve your concerns more quickly. Abusive, threatening or discriminatory language or behaviour towards our staff will not be tolerated and may result in us discontinuing communication until it can be conducted in a respectful manner.

Using Feedback to Improve Our Service

Every complaint is an opportunity for Man with Van Barnet to improve our moving and transport services. We regularly review complaints and feedback to identify patterns, update staff training and refine our procedures. Our goal is to deliver a consistently reliable and professional service to customers arranging removals, deliveries or transport, and our complaints process forms an important part of that commitment.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version published on our website will always be the most current and will apply to any new complaints raised after it is posted.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us using the usual contact details provided on our website and we will be happy to clarify any points.