Man with Van Brompton Complaints Procedure

At Man with Van Brompton, we work hard to provide a reliable, professional and friendly removal service. We recognise 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 how we aim to resolve issues fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give all customers a clear and straightforward way to tell us when they are unhappy with any aspect of our services. This includes collection, loading, transport, delivery and any related communication or administration. We use feedback and complaints to improve our service and prevent similar issues from happening again.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the services provided by Man with Van Brompton that requires a response. This may include, for example:

Concerns about punctuality or missed appointments. Issues with behaviour, conduct or attitude of staff. Problems with handling, packing or transporting items. Disputes about charges, invoices or agreed quotations. Concerns about how your enquiry or booking was managed. Any situation where you feel we have not met our agreed standards or your reasonable expectations.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve issues raised verbally as quickly as possible, we recommend putting your complaint in writing so that we have a clear record of the details. When submitting a complaint in writing, please include:

Your full name and, if applicable, the name on the booking. The date and location of the removal or service. A clear description of what went wrong and when it happened. Details of any damage or loss, including photographs if available. Any reference numbers or documentation you have been given. What outcome you are seeking, where this is relevant.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as possible after the issue occurs. For issues involving potential damage or loss of items, you should notify us as soon as you become aware of the problem. Delays in reporting may affect the options available for investigation and resolution.

Our Complaints Handling Process

Once we receive your complaint, we follow a structured process to ensure it is handled consistently and fairly.

Step 1: Acknowledgement

We will acknowledge your complaint as soon as reasonably practical. Where a written complaint is received, we aim to send an acknowledgement within a few working days. The acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.

Step 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility and knowledge of our removal services. This may involve:

Reviewing your booking details, inventory and service notes. Speaking with the driver or team members involved. Examining any photographs, videos or other evidence provided. Considering relevant policies, terms and conditions and service standards.

We may contact you during this stage if we need further information or clarification. Providing clear and detailed responses at this stage will help us reach a fair outcome more quickly.

Step 3: Response and Outcome

After our investigation, we will provide you with a written response explaining:

The issues you raised and the facts we have considered. Our findings following the investigation. Any steps we have already taken or intend to take. Any offer of remedy, where appropriate.

We aim to provide a full response within a reasonable timeframe, depending on the complexity of the complaint and the availability of information. If we are unable to respond fully within our usual timescale, we will let you know and provide an updated timeframe.

Possible Outcomes and Remedies

Where a complaint is upheld, our response may include one or more of the following, depending on the circumstances:

A clear explanation or clarification. An apology for any inconvenience caused. A practical solution, such as revisiting a location where appropriate. A review of internal procedures or staff training. Any other remedy we consider fair and proportionate to the issue.

All remedies are assessed on a case by case basis, taking into account the nature of the complaint, the evidence available and any applicable terms and conditions.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed again. When requesting an escalation, please explain why you are unhappy with our initial response and what you would like us to reconsider. We will then review the matter, which may include a further examination of the evidence or consultation with another member of our team.

Complaints Involving Damage or Loss

Where your complaint involves alleged damage to items or loss of possessions during a removal, we may need additional information to investigate, such as photographs, receipts or a description of the condition of items before and after the move. You may also be asked to provide an itemised list of affected belongings. In some cases, we may arrange to inspect items or request independent assessment. Any consideration of compensation will be subject to the terms and conditions that applied at the time of your booking.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need to know in order to investigate and resolve the matter. We handle personal data in line with our data protection obligations and only keep complaint records for as long as necessary for legal, regulatory and operational purposes.

Using Feedback to Improve Our Service

Complaints and feedback help us to review how we operate and improve the quality of our removal services. We regularly review complaint trends to identify areas where we can enhance training, communication, procedures and customer care. By raising your concerns, you help us deliver a more efficient and dependable service for all customers.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains up to date, clear and effective. Man with Van Brompton reserves the right to amend this procedure where necessary to reflect changes in our services, legal requirements or best practice in complaint handling.