Complaints Procedure
Man and a Van Brixton Complaints Procedure
Man and a Van Brixton is committed to providing a professional and reliable removal service. We recognise that, on occasion, things may go wrong or fall below the standard you expect. When this happens, we want to know about it so that we can put things right and improve our service. This page explains how you can make a complaint, how we handle it, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to give all customers a clear and simple way to raise concerns about any aspect of our removal or man and van services. It sets out how we will deal with your complaint in a fair, transparent and timely manner. We aim to resolve issues as quickly as possible, normally at an informal stage, but we also provide a formal process where this is needed.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:
Concerns about punctuality or reliability of our drivers or moving teams. Issues relating to the handling, loading, unloading or transportation of your belongings. Disputes regarding charges, quotations, or invoicing. Concerns about conduct, attitude or behaviour of staff or contractors. Problems with communication, including booking details, changes or cancellations. Any aspect of our removal services that you believe did not meet the standard promised or reasonably expected.
This procedure is designed for customers who have booked or used our services, including home moves, small removals, student moves, and light commercial jobs.
How to Make a Complaint
We encourage you to raise any concerns with us as soon as possible. The sooner we know about an issue, the easier it is for us to investigate and resolve it.
You can make a complaint verbally or in writing. Written complaints are often helpful because they provide a clear record of the issue, but we will treat verbal complaints just as seriously. When submitting a complaint, please provide the following information where possible:
Your full name and the address where the removal service took place. The date of your move or scheduled booking. A clear description of what went wrong, including times and the people involved if known. Details of any damage, loss, or inconvenience you have experienced. Any supporting information, such as photographs of damage or copies of written communication. What outcome you would consider a fair resolution.
Our Complaints Handling Stages
Stage One: Informal Resolution
In many cases, issues can be resolved quickly by speaking to a member of our team. If you are still on site with our movers, please raise your concern with the team leader in the first instance. For issues that arise after the move, contact our office so that we can respond promptly.
We will listen carefully, clarify the details of your concern, and try to resolve the matter immediately where possible. If further investigation is needed, we may move your concern into the formal complaint process outlined below.
Stage Two: Formal Complaint
If you are not satisfied with the outcome at the informal stage, or if the matter is more serious or complex, you may submit a formal complaint. Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable time frame. Record the details of your complaint in our internal complaints log. Assign a member of staff to investigate your concerns impartially.
The investigation may involve reviewing booking records, notes from the removal team, photographs, and any other relevant information. We may also contact you to request further details or clarification so we fully understand the issue.
Stage Three: Response and Outcome
Once our investigation is complete, we will provide you with a written response. This response will normally include:
A summary of your complaint as we understand it. The steps we have taken to investigate the matter. Our findings, based on the information available. Any offer of remedial action, such as a remedy, explanation, or goodwill gesture where appropriate. Information about any changes we plan to make to improve our services as a result.
We aim to reach a conclusion and respond in full within a reasonable period, depending on the complexity of the complaint. If we need more time, we will let you know and explain why.
Remedies and Resolution
The remedy we offer will depend on the nature of the complaint and our findings. Potential outcomes may include:
A clear explanation or apology where service has fallen short. Practical steps to correct an error where possible. Consideration of compensation where appropriate and in line with our terms and conditions. Internal training or process improvements to reduce the risk of similar issues occurring again.
Our aim is always to be fair and proportionate in how we respond, taking into account the circumstances of your move, any evidence provided, and the terms agreed when you booked our services.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively, we ask that you:
Raise concerns as soon as reasonably possible after the event. Provide clear, factual information and any supporting evidence. Communicate with our team in a respectful manner. Allow us reasonable time to investigate and respond.
We reserve the right to end communication where behaviour is abusive, threatening or unreasonable. This does not affect your right to pursue your concerns through other appropriate channels.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. The information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting our legal obligations. We store complaint records securely and retain them only for as long as necessary, in line with our data protection obligations.
Continuous Improvement
At Man and a Van Brixton, we use feedback and complaints to help improve our removal services. By letting us know when something has gone wrong, you give us the opportunity to put it right for you and to make future moves smoother and more reliable for other customers. We appreciate the time taken to raise concerns and are committed to treating every complaint seriously, fairly and professionally.
