Complaints Procedure
Complaints Procedure for Man with Van Barkingside Customers
Man with Van Barkingside is committed to delivering a reliable and professional moving and transport service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Our Commitment to Resolving Complaints
We take every complaint seriously and view feedback as an opportunity to improve our removals and man and van services. Our aims are to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Investigate the matter thoroughly and fairly.
Respond promptly, clearly and respectfully.
Where appropriate, offer a practical solution or explanation.
Use the outcome of complaints to prevent similar issues in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or how we have carried out a removal, delivery, or related work. Examples include, but are not limited to:
Concerns about punctuality, conduct or attitude of drivers or porters.
Issues with how your belongings were handled or protected.
Disputes about the standard of work, scope of service, or charges.
Problems with communication, booking information, or aftercare.
Concerns about how a previous complaint was handled.
How to Make a Complaint
We encourage you to raise any issues as soon as possible so that they can be addressed quickly and effectively. You can make a complaint in the following ways:
Verbally: You may raise your concerns with the driver or team on the day of the move, or with our office contact where applicable. Many issues can be resolved immediately on site.
In writing: For more detailed or serious complaints, please provide a written account. Include your full name, service date, collection and delivery addresses, and a clear description of what went wrong and any loss or damage involved.
When making a written complaint, please set out what outcome you are seeking, for example an explanation, apology, corrective work, or review of charges.
Information We May Ask For
To investigate your complaint properly, we may request:
Your booking reference or invoice number.
Dates and times of the service and when the issue occurred.
Details of any damage, including photographs where available.
Copies of any relevant documents such as inventories or quotes.
Any previous communication you have had with us regarding the same matter.
Providing this information as clearly as possible will help us reach a fair and timely outcome.
Timescales for Acknowledgement and Response
We will aim to acknowledge your written complaint within five working days of receiving it. In our acknowledgement, we will confirm that we are investigating and, where possible, provide an anticipated timescale for a full response.
We aim to provide a detailed written response within twenty working days. If the issue is complex and requires more time, we will let you know and keep you updated on progress until our investigation is complete.
How We Investigate Complaints
Each complaint is reviewed on its own facts and merits. Our investigation may include:
Reviewing your booking details, inventory and any service notes.
Speaking with the driver and any team members who attended the job.
Reviewing photographs, messages, and other evidence provided.
Checking our internal procedures to see whether they were followed.
Once we have gathered the necessary information, we will decide whether your complaint is upheld in full, upheld in part, or not upheld. We will explain the reasons for our decision clearly.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, outcomes may include one or more of the following:
A clear explanation of what happened and why.
A sincere apology where we have fallen short of our standards.
Corrective action, such as returning to complete agreed work where feasible.
A review of our processes, staff training or policies to prevent recurrence.
Consideration of appropriate goodwill gestures where justified and in line with our terms and conditions.
Any remedies will be offered in accordance with our contractual obligations and applicable consumer and transport regulations.
Escalating Your Complaint
If you are not satisfied with the outcome of your initial complaint, you may request that your case is reviewed at a higher level within Man with Van Barkingside, where applicable. When asking for a review, please explain why you disagree with the initial decision and provide any additional information you wish us to consider.
We will conduct a fresh review of the complaint, considering all evidence and any new details you supply, and will inform you of our final position in writing.
Time Limits for Raising a Complaint
To help us investigate fairly and accurately, we ask that complaints relating to a specific removal or man and van job are raised as soon as reasonably possible, ideally within seven days of the service date. Delays in reporting may make it more difficult to gather evidence or verify events.
Data Protection and Confidentiality
Your complaint and any information you provide will be handled in accordance with data protection requirements. Details of your complaint will only be shared internally with those who need them to investigate and resolve the matter. We do not share complaint information with third parties unless required by law or with your explicit consent.
Continuous Improvement
We regularly review complaints and feedback to identify patterns, training needs and service improvements. By doing this, we aim to enhance the reliability, safety and professionalism of our removal and man and van services for all customers.
By using our services, you agree that this Complaints Procedure forms part of the terms under which we provide our work. Nothing in this procedure affects your statutory rights.
