Complaints Procedure

Man with Van Berrylands Complaints Procedure

This complaints procedure explains how customers of Man with Van Berrylands can raise concerns about our services and how we will handle them. It applies to all man and van and removal services we provide, including local moves, part loads and delivery work.

Our commitment to resolving complaints

We aim to provide a reliable, careful and professional moving service. If something goes wrong, we want to know about it so we can put matters right where possible and improve our service for the future.

Every complaint is taken seriously. We will listen to your concerns, investigate them fairly, and give you a clear response within reasonable timescales.

What counts as a complaint

A complaint is any expression of dissatisfaction from a customer about our services, whether justified or not. This can include issues such as:

Damage to items or property connected with a move

Missed or significantly delayed collections or deliveries

Concerns about the behaviour or attitude of our staff or drivers

Disputes over charges, agreed quotes or scope of work

Any other concern that you feel has not met the standard of service you reasonably expected

How to make a complaint

You can make a complaint in writing. Written complaints help ensure we understand the full details and can investigate accurately.

When submitting your complaint, please provide as much information as you can, including:

Your full name

The date of the service and the collection and delivery locations

A clear description of what went wrong

Any relevant reference details, such as your booking details or quote reference

Photographs of any damage, where applicable

What you would consider a fair resolution

When to make a complaint

You should raise your complaint as soon as possible after the issue occurs. In the case of damage to items or property, we ask that you notify us promptly after the move, once you have had an opportunity to check your belongings and the premises.

Early notification helps us investigate effectively, especially where we may need to speak to team members or review any relevant records.

How we handle your complaint

We follow a clear process to ensure complaints are handled consistently and fairly.

Step 1: Acknowledgement

Once we receive your complaint, we will acknowledge it. We will normally do this within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint and are looking into it.

Step 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue where possible. They may:

Review your booking details and any written records

Speak to the driver or team members involved in your move

Assess any photographs or other evidence provided

Consider the terms and conditions agreed for your service

We aim to investigate complaints thoroughly but also efficiently. If we need more information from you, we will contact you.

Step 3: Response

After the investigation, we will send you a written response setting out:

Our understanding of your complaint

What we have investigated and the findings

Any decision we have reached

Any proposed remedy or action we will take

We aim to provide a final response within a reasonable period from receiving your complaint. If we need more time, we will let you know and explain why.

Possible outcomes and remedies

Where a complaint is upheld, possible outcomes may include:

An apology and explanation of what went wrong

Steps to put things right where reasonably possible

Consideration of a goodwill gesture, where appropriate

Changes to our procedures or staff training

Any remedy offered will depend on the specific circumstances of your complaint, the evidence available and the terms and conditions that applied to your booking.

Escalating your complaint

If you are not satisfied with our final response, you may ask for your complaint to be reviewed at a higher level within Man with Van Berrylands, where available. In doing so, please explain why you remain dissatisfied and what outcome you are seeking.

The review will focus on whether the complaint was handled fairly and whether our decision was reasonable in light of the information available. After the review, we will provide a further written response.

Your responsibilities as a customer

To help us resolve issues efficiently, we ask that you:

Provide accurate and complete information about your complaint

Share any relevant documents or photographs

Communicate in a respectful and constructive way

Allow us a fair opportunity to investigate and respond

Cooperation on both sides supports a quicker and more satisfactory outcome.

Data protection and confidentiality

All complaints are handled in line with our general approach to privacy and data protection. Information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our services. It will be kept secure and only shared where necessary for these purposes or where required by law.

Continuous improvement

We regularly review complaints to identify patterns and areas where our man and van and removal services can be improved. Feedback, including complaints, helps us maintain and raise the quality of our work for customers in our service area.

By following this complaints procedure, we aim to deal with issues fairly, transparently and with respect for all parties involved.