Complaints Procedure
Brent Man and Van Complaints Procedure
Brent Man and Van is committed to providing a professional and reliable removals and man and van service. We recognise that on occasion things may not go as planned, and we welcome feedback and complaints as an opportunity to improve. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps available if you remain dissatisfied.
1. Purpose and Scope
This procedure applies to all customers who use our man and van and household or office removals services. It covers issues such as booking problems, service quality, conduct of team members, handling of belongings, timing and communication, as well as billing and payment concerns. The procedure is designed to be clear, fair and accessible, so that all complaints are handled consistently and within reasonable timeframes.
2. What We Class As a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. Examples include, but are not limited to:
Delayed arrival or non-arrival of a vehicle or crew for a move, damage to property or belongings during loading, transport or unloading, inadequate care taken when handling items or navigating premises, poor communication before, during or after the service, unprofessional behaviour or attitude from staff, unexpected charges or disagreement about the price or scope of work, issues with packing, storage or transport arrangements.
We encourage customers to raise concerns as soon as possible so that we can address them quickly and, where possible, resolve issues during or shortly after the move.
3. How To Make a Complaint
You can make a complaint verbally or in writing. We recommend that you provide your full name, the date of your move, the pick-up and delivery addresses, and a clear description of what went wrong. If relevant, include any supporting details such as photographs of damage, inventory lists, or copies of invoices and quotes. The more information you provide, the easier it is for us to investigate thoroughly.
If you raise a complaint during a move, please ask to speak to the team leader on site so we have an opportunity to put things right straight away. For issues that arise after the move, we ask that you contact us as soon as you become aware of the problem so that we can review the circumstances while details are still fresh.
4. Our Complaints Handling Stages
We aim to handle all complaints promptly and fairly through a clear, staged process.
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where possible, we will acknowledge verbal complaints immediately and written complaints within a few working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Stage 2: Investigation
A manager or senior member of staff will review your complaint. The investigation may include discussing the matter with the crew involved, checking booking records, reviewing any images or documents you have provided, and considering relevant policies or terms. We may contact you for further information or clarification where needed.
Stage 3: Response and Proposed Resolution
After investigating, we will send you a written response setting out our findings, the reasons for our conclusions, and any proposed resolution. Depending on the nature of the complaint, this might include an apology, an explanation of what went wrong, corrective action, or other appropriate steps. We aim to provide a full response within a reasonable period, taking into account the complexity of the issue.
5. If You Are Not Satisfied With the Outcome
If you remain unhappy after receiving our response, you may ask for a review of your complaint. Where possible, this review will be carried out by a different manager or senior staff member who was not involved in the original investigation, to provide an additional level of impartiality.
During the review, we will reassess the information already gathered, consider any new evidence you provide, and check that our original decision was fair and reasonable. We will then issue a review outcome, which will normally represent our final position on the matter.
6. Time Limits for Raising a Complaint
To enable a fair and accurate investigation, we ask that complaints relating to removals, transport or handling of items are raised within a reasonable time from the date of service. Issues involving alleged damage to belongings or property should be reported as soon as possible, ideally within a short period after the move is completed, together with supporting photographs and a description of the items affected.
While we will always try to be flexible, delays in reporting may affect our ability to verify what happened and to offer an appropriate resolution.
7. Our Commitment to Fairness
We treat all complaints seriously and handle them with confidentiality, courtesy and respect. Our team is expected to cooperate fully with any investigation and to provide honest accounts of what occurred. We will not treat you differently or unfavourably for raising a complaint in good faith.
We also expect customers to engage with the process in a respectful manner. Abusive or threatening language or behaviour towards our staff may result in communications being limited to specific channels or, in severe cases, services being withdrawn.
8. Learning and Continuous Improvement
Complaints help us to identify areas where our removals and man and van services can be improved. We review complaint outcomes periodically to look for recurring issues or trends, such as specific aspects of handling, packing, timing, or communication that need attention. Where appropriate, we may update our staff training, service procedures or booking processes to reduce the likelihood of similar problems occurring in future.
9. Data Protection and Confidentiality
Any personal information provided in connection with a complaint will be handled in accordance with applicable data protection laws. We will use your information only for the purpose of investigating and resolving your complaint, for managing our relationship with you, and for improving our services. We will retain complaint records for a reasonable period in line with our record-keeping and legal obligations.
10. Updates to this Complaints Procedure
Brent Man and Van may update this Complaints Procedure from time to time to reflect changes in law, industry practice or our internal processes. The version published on our website will always be the most current, and will apply to complaints raised after the date of publication.
We appreciate your trust when choosing Brent Man and Van for your move and are committed to resolving any concerns about our removals and man and van services promptly and fairly.
