Complaints Procedure

Man with Van Bromley Complaints Procedure

Man with Van Bromley is committed to providing a reliable, professional removal service across our operating area. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues promptly, fairly and transparently, and to use all feedback to improve our moving and transport services.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and simple route to tell us when something has gone wrong. It sets out:

How to make a complaint about our services, including home moves, office moves and man and van work.

What information we need from you to investigate your concerns properly.

How we will acknowledge, investigate and respond to your complaint.

What you can do if you are not satisfied with our response.

This procedure applies to all customers who use our removal services, whether for a single small job or a larger move.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Bromley, whether it relates to work carried out, conduct of staff or communication before, during or after your move. Examples include:

Concerns about punctuality, reliability or completion of the agreed service.

Issues with how your belongings were handled, packed, loaded or unloaded.

Disputes regarding charges, quotations, invoices or payment terms.

Concerns about behaviour, courtesy or professionalism of our team.

Any situation where you feel that the service delivered did not match what was agreed or reasonably expected for a removal or van service.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible. Where you can, please speak to the driver or team leader on the day so that minor issues can be resolved immediately. If your concern cannot be resolved at the time, or you prefer to put it in writing, you can submit a formal complaint.

Please provide the following information so that we can investigate thoroughly:

Your full name and the address where the service was carried out.

The date of your move or booking and, if known, your booking reference.

A clear description of what went wrong and how it has affected you.

Details of any conversations already held with our staff regarding the issue.

Details of any loss or damage, including photographs where relevant.

What outcome you are seeking, such as an explanation, apology, corrective action or reimbursement where appropriate under our terms.

We will treat all complaints respectfully and confidentially, and will only share details internally where necessary to investigate and resolve the matter.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time frame. Our acknowledgement will:

Confirm that we have received your complaint.

Provide a reference by which your complaint will be tracked internally.

Outline the next steps and the expected timescale for our full response.

If we need any further details at this stage to understand your concerns properly, we will let you know.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Bromley who was not directly involved in the event giving rise to the complaint, wherever possible. The investigation may include:

Reviewing your booking details, quotation and any written agreements.

Speaking with the driver or removal team who carried out the work.

Assessing any photographs, videos or other evidence you have supplied.

Considering our operational records for the relevant date and service.

Reviewing our policies, terms and conditions and any relevant industry guidance.

We may contact you during the investigation if we need clarification or additional information.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response. This response will usually include:

A summary of your complaint and what you told us.

An explanation of what we have investigated and the evidence considered.

Our findings and whether your complaint is upheld in full, in part or not upheld.

Any steps we will take to put things right, where appropriate.

Any changes we plan to make to our services or procedures to help prevent a similar issue arising in future.

Depending on the circumstances, outcomes may include an apology, a service remedy, a goodwill gesture, or financial redress where justified and in line with our terms and conditions and any applicable insurance arrangements.

If You Are Unhappy with the Outcome

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. When requesting a review, please explain why you believe the outcome is incorrect or incomplete, and highlight any information that you feel has not been properly considered.

The review will be undertaken by a senior member of our team who was not involved in the original decision where this is possible. They will consider:

Whether the original investigation was thorough and fair.

Whether the evidence was properly assessed.

Whether the outcome and any proposed remedy were reasonable in the circumstances.

Following this review, we will send you our final position on your complaint.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue arises. Damage to goods, property or access routes should be reported promptly, ideally on the day of the move or shortly afterwards, particularly where insurance or loss assessment may be relevant. While we will always try to assist, delays in reporting may affect what we can do to resolve the matter.

Using Feedback to Improve Our Service

All complaints and expressions of dissatisfaction are logged and reviewed as part of our commitment to continuous improvement. We look for patterns, recurring issues or opportunities to refine our training, planning and communication. This helps us strengthen the overall quality, reliability and safety of our removal and man and van services for customers across our operating area.

Our Commitment to Fairness and Respect

We know that moving home or premises can be stressful and that problems, when they occur, can be particularly frustrating. We will always treat you with courtesy and respect when you raise a complaint, and we ask that our staff are treated in the same way. We will not refuse to consider a genuine complaint because it is negative or critical; on the contrary, it provides us with a valuable opportunity to put things right and improve our service for the future.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Any updates will take account of changes in our operations, legal or regulatory developments, and feedback received from customers about how well our complaint handling works in practice. The version published here will always represent our current approach to managing and resolving complaints regarding our removal and man and van services.