Complaints Procedure
Complaints Procedure for Man and a Van Brompton
Man and a Van Brompton is committed to providing a reliable, professional and courteous removal service for all customers. We recognise that occasionally things may not go to plan, and when this happens we want to resolve issues quickly, fairly and transparently. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Scope of This Complaints Procedure
This procedure applies to all complaints relating to our moving, packing, loading, unloading, transport and related services. It covers issues arising before, during or after a move, including booking, communication, punctuality, handling of goods, conduct of staff, and billing queries. It is intended for private and business customers who have used, or have arranged to use, our removal services.
This procedure does not cover general enquiries, requests for quotes or routine service questions. Those should be raised through our usual customer contact channels. If you are unsure whether your concern is a complaint, you can still contact us and we will guide you to the appropriate process.
Our Commitments When Handling Complaints
When you raise a complaint with Man and a Van Brompton, we are committed to:
Listening carefully to your concerns and treating you with respect at all times.
Investigating what happened in an objective and fair way.
Responding within clear timescales wherever possible.
Keeping you informed about the progress of your complaint.
Explaining our findings and the reasons for any decisions we make.
Putting things right where we have made a mistake, where reasonably possible.
Using the outcome to improve our services and prevent similar issues from happening again.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are helpful because they allow you to set out the details clearly and provide a record of your concerns. When submitting a complaint, please provide as much information as you can, including:
Your full name and any booking reference or job number.
The date and location of your move.
A clear description of what went wrong and when it happened.
The names or descriptions of any team members involved, if known.
Any evidence that may help us investigate, such as photographs or inventories.
What outcome you are seeking, for example an explanation, apology or review of charges.
If you prefer to complain verbally, we will make a written record of your complaint for our files and may ask you to confirm that the details are accurate.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern as soon as possible after the issue arises. Many problems can be resolved quickly at this early stage, either with the removal team on the day or with our office staff shortly afterwards.
At Stage One, we will:
Listen to your description of the issue in full.
Check the relevant job details, notes and any photographs or inventories we hold.
Seek clarification from the removal team or other staff involved, if necessary.
Attempt to offer a prompt and reasonable solution, which may include an explanation, correction of an error or other practical steps to resolve the matter.
Where the issue can be resolved immediately, we will confirm the agreed outcome with you. If it cannot be resolved straight away, we may move your complaint to Stage Two for a more detailed review.
Stage Two: Formal Complaint Review
If you are not satisfied with the outcome at Stage One, or if the matter is more complex, you can ask for a formal review. At this stage, your complaint will be considered by a senior member of the Man and a Van Brompton team who was not directly involved in the original work wherever possible.
At Stage Two, we will:
Acknowledge your complaint and confirm that it is being treated as a formal review.
Review all relevant documents, including booking records, job sheets and internal notes.
Speak with staff members who were involved in your move.
Assess any evidence you have provided, such as photographs or written communication.
Consider any relevant terms and conditions that applied to your booking.
We aim to provide a full written response to your complaint once our review is complete. In this response, we will explain:
What we have investigated and the information we have taken into account.
Our findings and whether your complaint has been upheld in full, in part, or not upheld.
Any actions we will take as a result, which may include an apology, an explanation, a service adjustment or other remedy, where appropriate.
Timescales for Responding
We aim to deal with all complaints as quickly as reasonably possible, taking into account the nature and complexity of the issue. In most cases:
We will acknowledge your complaint within a reasonable period of receiving it.
We will provide a substantive response after we have completed our investigation.
If there is likely to be a delay, for example because we need further information, we will let you know and keep you updated on progress.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared internally only with those who need it to investigate and resolve the issue. We will keep records of your complaint, our investigation and the outcome in line with our data protection obligations and record-keeping policies.
Fairness and Reasonableness
Our goal is always to act fairly and reasonably. We will consider all complaints on their individual facts, taking into account what is practical and proportionate in the circumstances. We ask that customers treat our staff with respect throughout the process. Abusive, threatening or discriminatory behaviour will not be tolerated and may result in communication being limited to specific channels.
Learning From Complaints
We view complaints as an important opportunity to improve our removal services. Where our investigation identifies recurring issues or areas for improvement, we will consider updating our training, processes or customer information. By doing so, we aim to reduce the likelihood of similar complaints arising in future and to ensure a better experience for customers using Man and a Van Brompton for their moves.
Review of This Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with our commitment to high standards of service. Updated versions may be published to reflect changes in our operations or best practice in handling complaints.
