Complaints Procedure
Man with Van Barbican Complaints Procedure
At Man with Van Barbican, we aim to provide a reliable and professional removal service for every customer. We recognise, however, that things can occasionally go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to reach a fair outcome.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and accessible way to tell us when they are unhappy with any aspect of our service. It also helps us review how we operate, identify areas for improvement, and maintain high standards across our man and van and removal services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to a single move or to ongoing work we carry out. Common examples include concerns about:
Service quality or professionalism during a move, punctuality of our teams, conduct or behaviour of our staff, how your belongings were handled, damage or loss of property, the information given before the booking, or the way we communicated with you. If you are unsure whether your concern is a complaint, raise it with us and we will treat it seriously and fairly.
How to Make a Complaint
You can make a complaint in writing. Written complaints are helpful because they allow us to keep a clear record of the issues raised and of our responses. When contacting us, please provide the following details where possible:
Your full name, the date of your booking and, if known, your reference number, the collection and delivery addresses used for the removal service, a clear description of what went wrong, including relevant dates and times, and any evidence you wish to share, such as photographs of damage or copies of agreements.
The more information you can provide, the quicker and more accurately we will be able to investigate your complaint.
Time Limits for Making a Complaint
We ask that you notify us of any issues as soon as reasonably possible after the event. If your complaint relates to damage or loss of items, you should inform us promptly once you become aware of the issue. Early notification allows us to investigate while details are still clear and any evidence is easier to obtain.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow a structured process to ensure it is dealt with fairly and consistently.
First, we will acknowledge receipt of your complaint. We will then conduct an initial review, which may include checking job records, speaking to the team members involved, reviewing photographs, and assessing any other relevant information. If we need further details from you to progress our investigation, we will contact you to request them.
After our investigation, we will provide you with a written response explaining our findings, the outcome of your complaint, and any actions we propose to take. Our aim is always to resolve matters as quickly as we can, while ensuring that the investigation is thorough and objective.
Response Times
We aim to acknowledge your complaint within a reasonable period of receiving it. We then aim to provide a full response once our investigation is completed. If, for any reason, we cannot respond within a typical timeframe, we will let you know and explain when you can expect a full reply.
Possible Outcomes and Remedies
Every complaint is considered on its own facts. Where we find that something has gone wrong, we will look at appropriate remedies which may include an apology, further explanation, corrective action, or other forms of redress in line with our terms and conditions and applicable law.
If we find that our service met the standards set out in our agreement with you, we will explain our reasoning and the evidence we relied upon in reaching that conclusion.
Escalating Your Complaint
If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for a further review. Your request for escalation should clearly set out why you disagree with the outcome and any additional information or evidence you wish us to consider. A more senior member of our team will then review the handling of your complaint and the decision reached.
Your Responsibilities
We ask that you cooperate with us during the complaints process. This includes providing accurate information, responding to our requests for clarification, and treating our staff with respect. We reserve the right to end communication if behaviour becomes abusive, threatening, or unreasonable, although this will not prevent us from reaching a conclusion on your complaint based on the information available.
Use of Information and Privacy
Any information you provide when making a complaint will be used solely for the purpose of investigating and responding to your concerns, and for improving our removal services. We will handle your personal data in line with our privacy practices and legal obligations. Information may be shared internally with staff who need it to deal with your complaint, but we will not share it unnecessarily with third parties except where required by law.
Continuous Improvement
We review complaints regularly to identify patterns or recurring issues. This helps us improve our training, refine our procedures, and enhance the reliability and quality of our man and van and removal services. Your feedback, whether positive or negative, plays an important role in helping us deliver a better service for all customers.
Contacting Us About Complaints
If you wish to raise a concern or make a formal complaint about any aspect of our removal or man and van service, please contact us using our usual communication channels. Clearly mark your message as a complaint so we can ensure it is handled through this procedure and given appropriate priority.
