Complaints Procedure

Man With a Van Barbican Complaints Procedure

Man With a Van Barbican is committed to providing a reliable, professional removal and man and van service. We recognise that, on occasion, things may go wrong. When this happens, we want to hear from you so we can put matters right promptly and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to Customers

We aim to deliver services that are courteous, efficient and safe at all times. If you feel that we have not met these standards, we will take your concerns seriously. We are committed to:

Listening carefully to what you tell us, treating you with respect and courtesy, investigating your complaint fairly and impartially, keeping you informed of progress, and providing a clear response and, where appropriate, a remedy.

What This Procedure Covers

This complaints procedure applies to all services provided by Man With a Van Barbican, including domestic and commercial removals, man and van services, loading and unloading, packing and unpacking, and short-distance and local moves.

You may use this procedure to complain about any aspect of our service, such as punctuality, conduct or behaviour of staff, condition of the vehicle, standard of packing or handling, damage or loss of goods, billing, charges or invoicing issues, or communication before, during or after your booking.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises, ideally within seven days of the service date. This helps us investigate while details are still fresh and any evidence is still available.

You can make a complaint in writing. Written complaints help ensure we fully understand the details of your concerns and can keep an accurate record of all points raised.

Information We Need From You

To help us deal with your complaint efficiently, please provide as much of the following information as you can:

Your full name, the date of the service, your collection and delivery addresses, a clear description of what went wrong, when and where it happened, the names of any staff involved, if known, details of any damage or loss, including photographs if available, and copies of any relevant documents, such as quotes, job sheets or invoices.

Please also tell us how you would like us to contact you regarding your complaint and what outcome you are seeking, for example an explanation, an apology, a correction to an invoice, or compensation for proven damage or loss.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear and structured process.

First, acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Next, initial review. We will review the information you have provided and may contact you if we need clarification or further details. Then, investigation. We will speak with the relevant team members, review job records, booking details and any photographs or other evidence, and consider all aspects of your complaint fairly and objectively.

Timeframes for Response

We aim to provide a full written response within 14 days of receiving your complaint. If the issue is complex or requires further investigation, we may need more time. If that happens, we will let you know and provide an estimated timescale for our final response.

Our Response and Possible Outcomes

After we complete our investigation, we will send you a clear and detailed response setting out a summary of your complaint, the steps we took to investigate, our findings and conclusions, and any actions we propose to take.

Depending on the circumstances, possible outcomes may include an explanation of what happened and why, an apology where we have fallen short of our standards, corrective action to prevent a similar issue in future, a review of internal processes or staff training, or a goodwill gesture or compensation, where appropriate and in line with our terms and conditions.

If You Are Not Satisfied

If you are unhappy with our response, you may request a review. When requesting a review, please explain why you are dissatisfied with the outcome, highlight any information you feel has not been considered, and provide any additional evidence you believe is relevant.

A senior member of our team will review your complaint, our investigation and our response. We will then provide a final decision. This will usually be our last stage under this internal complaints procedure.

Complaints Relating to Damage or Loss

If your complaint concerns damage to or loss of items during a move, please report this to us as soon as you become aware of it. Where possible, retain the damaged items and any packaging used, and take clear photographs from different angles. These details will assist with our assessment and any insurance processes that may apply.

Any compensation for damage or loss will be considered in line with the terms and conditions supplied at the time of booking and any applicable insurance cover relevant to the service provided.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with staff who need it to investigate and resolve your concerns. We will store and process your information in line with our data protection responsibilities and our privacy practices.

Using Feedback to Improve Our Service

We welcome feedback and view complaints as an important opportunity to learn and improve. We regularly review complaint outcomes to identify patterns, make improvements to our removal and man and van operations, provide additional staff training where required, and enhance the overall experience for customers using our moving and transport services.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and fair. Any updates will apply to future complaints and will be reflected in our current documentation.