Complaints Procedure

Man with Van Barnes Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Barnes can raise concerns about our moving and removal services, and how we will respond. Our aim is to handle every complaint promptly, fairly, and in a way that helps us improve our services for future moves.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for raising issues about any aspect of our service, including bookings, packing, loading, transport, unloading, or conduct of staff. It applies to all customers using our man and van or removal services, whether for home, flat, or small office moves.

We encourage customers to raise any concerns as soon as possible so that we can resolve problems quickly and minimise disruption to your move.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you expect a response or resolution. This can include, for example:

Concerns about the standard of removal or delivery services.

Issues with punctuality, reliability, or communication.

Concerns about care taken with belongings, handling, or packing.

Problems with charges or clarity of pricing for moving services.

Concerns about the behaviour or attitude of our drivers or team members.

Any other matter where you believe we have not met the service you reasonably expected.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If a problem arises during your move, we ask that you speak to the driver or team member on site in the first instance. They will do their best to address the issue immediately, such as adjusting how items are handled, reviewing access, or clarifying the work agreed.

If the matter cannot be resolved on the day or you remain dissatisfied, you can move to the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please set out your concerns in writing. Written complaints help us keep a clear record of what happened and how we have responded. When submitting your complaint, please include:

Your full name and, if applicable, the name under which the booking was made.

The date of your move and the collection and delivery addresses.

A clear description of what went wrong and when it happened.

Details of any conversations already held with our team about the issue.

Any photographs or evidence that you feel support your complaint.

Your preferred outcome, for example an explanation, an apology, or a review of charges.

We recommend you make your complaint as soon as possible and, where damage is involved, within a reasonable time after the move so that we can investigate while details are still clear.

Our Acknowledgement and Initial Response

Once we receive your written complaint, we will acknowledge it and begin our review. We will normally confirm that we have received your complaint and start investigating within a reasonable timeframe.

As part of our initial response, we may contact you for further details or clarification. This helps us to understand the situation in full, especially where there are questions about access, parking, inventory, or special handling requirements for your belongings.

Investigation of Your Complaint

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Barnes. Depending on the nature of the issue, we may:

Speak to the driver or removal team who carried out your move.

Review booking details, agreed services, and any notes made on the day.

Consider photographs or other evidence you provide.

Assess whether our terms and conditions and service standards were followed.

We aim to complete our investigation within a reasonable time, taking into account the complexity of the complaint and the information required.

Outcome and Resolution

Once our investigation is complete, we will explain our findings and any steps we propose to take. This may include:

Offering an explanation of what happened and why.

Providing an apology where we have fallen short of our standards.

Reviewing or adjusting charges where appropriate.

Offering practical solutions where possible, such as revisiting an aspect of the service.

Confirming any changes we will make to our procedures or staff training to reduce the chance of a similar issue arising again.

We will set out our response clearly so that you understand the reasons behind the outcome.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may ask us to review our decision. When requesting a review, please explain why you disagree with our response and provide any additional information that you feel has not been considered.

A further review will normally be carried out by a different person, where possible, to ensure a fair and independent assessment within our business.

Timescales

We aim to deal with complaints promptly and to keep you informed of progress. While some straightforward issues can be resolved quickly, others, particularly those involving damage assessments or complex booking arrangements, may take longer. If our investigation is likely to exceed normal timescales, we will explain the reasons and let you know when you can expect an update.

Our Commitment to Fairness and Improvement

Handling complaints properly is an important part of running a reliable removal service. We treat all complaints seriously and use the information we receive to improve how we plan moves, protect belongings, manage access and parking, and communicate with customers.

We will always aim to be fair, professional, and respectful in our dealings with you, and to resolve matters in a way that is consistent with our obligations and our commitment to good customer service.

Confidentiality and Data Protection

All complaints are handled in confidence and information is shared only with those who need it to investigate and respond. Any personal data you provide as part of a complaint will be handled in line with our data protection obligations and used only for managing and reviewing your complaint and improving our services.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the moving and removal services we provide. We may update it to reflect changes in our operations, feedback from customers, or developments in industry practice.

By setting out this procedure, Man with Van Barnes aims to give all customers confidence that any concerns will be listened to and addressed in a structured and transparent way.