Man with Van Brimsdown Complaints Procedure

This complaints procedure explains how customers of Man with Van Brimsdown can raise concerns about our removal and transport services, and how we will respond. We aim to provide a clear and fair process so any issues are handled promptly, professionally, and consistently.

Our Commitment to You

We work hard to deliver reliable removals and man and van services for homes and businesses. However, we recognise that sometimes things can go wrong. When this happens, we want to know about it so we can put things right where possible and learn from the experience.

All complaints are treated seriously, whether they relate to booking, loading, unloading, transport, timing, conduct of staff, or the condition of your belongings. We will always aim to resolve matters in a calm, respectful, and transparent way.

What Counts as a Complaint

A complaint is any expression of dissatisfaction with our services, whether justified or not, where a response is expected. This may include concerns about:

Service quality or reliability during your move

Damage or loss of items during handling or transport

Delays, missed appointments, or scheduling issues

Conduct, behaviour, or appearance of our staff or contractors

Information provided at the time of booking, including pricing or terms

Health and safety practices during loading, unloading, or driving

If you are unsure whether your issue is a complaint, please raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so we can investigate thoroughly. Where possible, please include:

Your full name and any reference or booking details given to you

The date and location of the service

A clear description of what went wrong

Details of any items affected, including description and approximate value

Copies of any relevant documents or evidence you wish us to consider, such as photos of damage or written notes taken at the time

What outcome you are seeking, for example an explanation, apology, or compensation

You may raise your complaint as soon as you become aware of the issue. Complaints relating to damage or loss of items should be made as soon as reasonably possible after the service, while details are still clear and evidence can be gathered.

Stages of the Complaints Process

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable time frame. We will record the details of your complaint and the date it was received. An initial review will be carried out, usually by a member of the management team responsible for removal operations.

We may contact you to clarify points or request additional information. This helps us to fully understand the circumstances and any impact on you.

Stage 2: Investigation

We will investigate your complaint by reviewing relevant documents, job sheets, and any communications linked to your booking. Where appropriate, we may speak with the team members involved in your move to obtain their account of events.

We may also ask for further evidence from you, such as photographs of any alleged damage or confirmation of item values. Providing clear information at this stage can help us reach a fair and timely decision.

Stage 3: Response and Outcome

Following our investigation, we will provide you with a written or verbal response setting out:

A summary of the complaint you raised

The steps we took to investigate

Our decision and findings

Any actions we will take, which may include an apology, an explanation, corrective steps to improve our service, or a financial offer where appropriate and supported by evidence

We aim to respond within a reasonable timescale, depending on the complexity of the matter. If we require more time, we will let you know and explain why.

If You Are Not Satisfied

If you are unhappy with our response, you can ask for your complaint to be reviewed by a more senior member of our team. You should explain why you believe the decision is incorrect or unfair, and provide any additional information you want us to consider.

We will review the original investigation and outcome, and may carry out further enquiries if necessary. Once this review is complete, we will communicate our final position to you.

Claims for Damage or Loss

Where your complaint involves damage or loss of items, we may request proof of ownership and evidence of value, such as receipts, photographs, or valuations. All claims are considered in line with the terms and conditions agreed at the time of booking, including any limits on liability or exclusions for certain types of items.

It is important that you inform us of any fragile, high-value, or special items before the move so we can handle them appropriately. Failure to disclose such items may affect how we assess a later complaint relating to those goods.

Respectful Communication

We expect all parties to engage in the complaints process respectfully. Our team will be polite and professional at all times, and we ask customers to treat our staff in the same way. We may decline to engage further if communication becomes abusive or threatening, although this will not affect any legal rights you may have.

Using Feedback to Improve

Every complaint is an opportunity for us to improve our removal services. We regularly review complaints data to identify trends, training needs, or changes required to our procedures, equipment, or communication. Our goal is to reduce the likelihood of similar issues arising in future and to maintain reliable service standards for all customers.