Man and a Van Barnet Complaints Procedure
Man and a Van Barnet is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our service for the future. This complaints procedure explains how you can raise a concern, what you can expect from us, and the steps we will take to resolve your complaint fairly and efficiently.
Purpose of this Complaints Procedure
The purpose of this document is to set out a clear and accessible process for customers who are dissatisfied with any aspect of our removal, packing, loading, transport, or delivery services. It applies to all customers who use Man and a Van Barnet for home or office moves, local collections and deliveries, or related services. We aim to deal with every complaint professionally, with courtesy and respect, and in a timely manner.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, charges, staff conduct, communication, or handling of your belongings. Examples include concerns about punctuality, handling of items, damage or loss of property, billing issues, or how our team members interacted with you on the day of your move. You do not need to use the word “complaint” for us to treat your concern as one; if you are unhappy and want us to respond, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint in writing or by speaking to us. While we will always listen to verbal complaints, we encourage you to put your concerns in writing wherever possible, as this helps us to understand the details clearly and investigate thoroughly.
When submitting a complaint, please provide the following information so that we can respond effectively:
The date of your move or service, the collection and delivery addresses, a summary of what went wrong, including any relevant times and details, details of any damage, loss, or other specific issues, and what you would like us to do to resolve the matter. If you have supporting information such as photographs of any damage or copies of paperwork, you may refer to these in your written complaint.
Initial Resolution and Informal Complaints
If an issue arises on the day of your move, please raise it as soon as possible with the team leader on site. Many problems can be resolved quickly if we are made aware of them immediately. The team leader will do their best to address your concern on the spot, for example by adjusting the work plan, clarifying charges, or taking extra care with particular items.
If your concern is not resolved to your satisfaction at the time, or if you prefer not to raise it with the team on the day, you may use our formal complaints process as set out below.
Formal Complaints Process
Once we receive your complaint in writing, we will begin our formal complaints procedure. We will acknowledge your complaint within a reasonable period of time, normally within five working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps.
We will then investigate your complaint. This may include reviewing booking records, job sheets, photographs, and any relevant documentation, as well as speaking to the staff members involved. We will assess what occurred, whether our service met our usual standards, and what, if anything, went wrong.
After our investigation, we will provide a written response setting out our findings, any actions we propose to take, and the reasons for our decision. We aim to send this response within twenty working days of acknowledging your complaint. If we need more time for a thorough investigation, we will let you know and provide an updated timescale.
Possible Outcomes and Remedies
Our goal is to reach a fair and reasonable outcome. Depending on the circumstances, this may include an explanation or apology, corrective action to complete or improve the service, a review of our internal procedures and staff training, or a financial remedy where appropriate and in line with our terms and conditions. Any remedy will take into account the specific facts of your case, evidence provided, and the scope of our contractual responsibilities.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that it is reviewed at a higher level within Man and a Van Barnet. When asking for an escalation, please explain why you disagree with our response and provide any additional information you believe is relevant. We will review the original investigation, consider your further comments, and issue a final response.
Time Limits for Complaints
We ask that complaints relating to a specific move or service are raised as soon as possible, and normally no later than 28 days after the date of service. Reporting issues promptly allows us to investigate effectively while details are still fresh and records are readily available. We may still consider complaints raised after this period, but our ability to fully investigate may be reduced.
Your Responsibilities
To help us handle your complaint efficiently, we ask that you provide accurate information, keep relevant documents such as quotes, invoices, and job sheets, treat our staff with respect throughout the process, and respond to any reasonable requests for further details. Clear and constructive communication helps us reach a resolution more quickly.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory requirements. We will hold and process your personal data in line with applicable data protection laws and with our internal policies on privacy and information security.
Continuous Improvement
Feedback, including complaints, is an essential part of how Man and a Van Barnet improves its removal services. We regularly review complaints data to identify trends, update staff training, and refine our working practices. By telling us when something has gone wrong, you help us deliver a safer, more efficient, and more reliable service for all customers in our operating areas.
