Complaints Procedure for Man with Van Barnes Cray

Man with Van Barnes Cray is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, you may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a smooth and stress free moving experience for every customer. When something goes wrong, we will treat your complaint seriously and deal with it fairly, confidentially and as quickly as reasonably possible. We use all feedback, including complaints, to review and improve our local and wider removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to a single item move, a full house relocation, packing, loading, transport or unloading. This may include concerns about the standard of work, staff behaviour, timekeeping, damage, loss, communication or how your booking was managed.

You do not need to use specific language or refer to this procedure for your concern to be treated as a complaint. If you tell us that you are unhappy with our service and would like us to look into the matter, we will follow these steps.

Raising a Complaint

We encourage you to raise any concerns as soon as possible so that we can deal with them promptly. Wherever you first make contact with us, we will ensure your complaint is recorded and passed to the person responsible for handling it.

You can raise a complaint verbally or in writing. When you contact us, please provide as much information as you can, including:

The date of your move or booking, the address where the service took place, a clear description of what went wrong, and what outcome you are seeking, such as an explanation, an apology, remedial work or compensation. If relevant, please also include details of any damage and when it was first noticed.

Stage One: Informal Resolution

In many cases, we can resolve complaints quickly and informally. If you raise a concern with a member of our team on the day of your move or shortly afterwards, they will try to put things right immediately, where possible.

At this stage we may:

Discuss the issue with you to clarify what has happened, check our booking records, job sheets and any related documentation, speak to the staff members involved, and, where appropriate, offer an explanation, apology, corrective action or a goodwill gesture.

If you are satisfied with the outcome at this stage, the complaint will be closed. If you remain unhappy, you can ask for your complaint to be treated as a formal complaint under Stage Two.

Stage Two: Formal Complaint

If your complaint cannot be resolved informally, or if the matter is more serious, it will be handled as a formal complaint. A manager or designated person will be responsible for the investigation and response.

We will acknowledge your complaint within a reasonable time, explain that we are carrying out an investigation, and tell you who is dealing with your case. During the investigation we may request additional details or supporting information to help us understand the issue fully.

We aim to provide a full written response within a reasonable timeframe from the date we receive all the necessary information. If we are unable to meet this timescale due to the complexity of the matter, we will let you know and provide an updated timescale.

Our formal response will usually include a summary of your complaint, the findings of our investigation, any conclusions we have reached about what went wrong and why, and details of any corrective action, offer of remedy or steps we are taking to improve our service.

Damage, Loss and Claims

If your complaint relates to damage or loss, it is important that you inform us as soon as you become aware of the issue. We may ask for descriptions, photographs or other evidence to help us assess what has happened. We may also need to refer to any terms and conditions agreed at the time of booking, including any limitations or exclusions that apply to your move.

Where we accept responsibility for damage or loss, we will explain the options available, which may include repair, replacement or a financial settlement, depending on the circumstances and the cover in place.

Appealing a Decision

If you are not satisfied with the outcome of your formal complaint, you can ask for the decision to be reviewed. You should explain why you disagree with our findings or proposed resolution and provide any further information that you think is relevant.

Where possible, a different staff member or a more senior person will review the handling of your complaint, the evidence considered and the decision reached. Following this review, we will write to you with our final position.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need it to investigate and respond to the issues raised. We handle any personal information you provide in line with our data protection obligations and only keep it for as long as is necessary to deal with your complaint and meet our legal requirements.

Using Feedback to Improve Our Services

We view complaints as a valuable opportunity to learn and improve. All complaints are recorded and monitored so that we can identify trends or recurring issues across our local and wider removal services. Where appropriate, we may update our procedures, provide additional staff training or make changes to how we plan and manage moves.

Accessibility and Assistance

If you need help making a complaint, or if you have any specific communication or accessibility needs, please let us know. We will do our best to assist you, for example by accepting a complaint via a representative or agreeing a suitable way to keep you informed.

This complaints procedure is intended to be transparent, fair and easy to follow. By setting out clear steps, we aim to give you confidence that any concerns about Man with Van Barnes Cray will be taken seriously and handled properly.