Man with Van Barnet Complaints Procedure

Man with Van Barnet is committed to providing a reliable, professional removal and man and van service. We recognise that occasionally things may not go as planned, and when this happens we want to know about it. Your feedback helps us put things right and improve the services we provide to home and business customers.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

1. Our Commitment to You

We take all complaints seriously and aim to resolve them fairly, consistently and as quickly as possible. Our objectives are to:

Listen carefully to your concerns about any aspect of our removal, packing, loading, transport or delivery services.

Investigate matters thoroughly and objectively.

Provide a clear explanation of the outcome and any actions we will take.

Use the experience to review and improve our working practices and customer care.

You will always be treated with courtesy and respect, and we ask that our staff are treated in the same way.

2. What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Barnet, including but not limited to house moves, flat moves, office relocations, furniture transport, student moves, and general man with a van work. You may use this procedure if you are unhappy with:

The standard of service you received during your move.

The behaviour or conduct of a driver, porter or office team member.

How we have handled your booking, scheduling, or communication.

How we have handled any damage, delay, loss or access issue related to your move.

If your concern relates to a safety or legal matter, we may need to follow additional internal processes alongside this complaints procedure.

3. Raising a Concern Informally

In many cases, issues can be resolved quickly and informally. If you experience a problem on the day of your move, please raise it with the team on site as soon as possible. They will do their best to correct the issue at the time, for example by adjusting how items are handled, clarifying the agreed work, or contacting the office for guidance.

If your concern arises before or after the move date, you can contact our office team to explain the problem and the outcome you are seeking. We will aim to respond promptly and may be able to resolve the matter without the need for a formal complaint.

4. Making a Formal Complaint

If you are not satisfied with the informal response, or if the issue is more serious, you may submit a formal complaint. To help us investigate effectively, please provide:

Your full name and any reference details you were given at the time of booking.

The date and approximate time of the move or incident.

A clear description of what happened, including who was involved if known.

Details of any actual loss, damage or inconvenience you have experienced.

Any supporting information you have available, such as photographs or written notes.

You should submit your formal complaint as soon as possible and ideally within a reasonable time of the move taking place, so that we can obtain accurate information from staff and records.

5. How We Will Handle Your Complaint

Once we have received your formal complaint, we will follow these steps:

Acknowledge your complaint, normally within a reasonable period. We will confirm that we have received your concerns and that an investigation has started.

Assign a member of our team, who was not directly involved in the matter complained about, to look into the details of your case.

Review booking records, job sheets, photographs and any other relevant documentation relating to your move.

Speak to staff members and, where appropriate, any third parties involved to obtain a full picture of what occurred.

Assess whether our service met the standards we aim to provide and the terms and conditions agreed at the time of booking.

We aim to provide a full written response once we have had the opportunity to investigate thoroughly. If the investigation is likely to take longer than expected, we will inform you and explain the reason for the delay.

6. Our Response and Possible Outcomes

After completing the investigation, we will send you a clear and detailed reply setting out:

What we understand your complaint to be about.

The steps we have taken to investigate the matter.

Our findings and our conclusion.

Any actions we propose to take as a result.

Depending on the nature of the complaint, outcomes may include:

An explanation or clarification where there has been a misunderstanding.

An apology where we have not met our usual standards.

Practical steps to remedy the issue, where reasonably possible.

Reviewing or updating our internal procedures and staff training.

Any consideration of financial compensation will be made in line with our terms and conditions, any agreed insurance cover, and the specific circumstances of the incident.

7. If You Remain Dissatisfied

If, after receiving our final response, you believe your complaint has not been dealt with fairly or completely, you may ask for a further review. In doing so, please explain why you are dissatisfied and what additional information you believe should be considered.

The review will normally be carried out by a senior member of the team who was not responsible for the original investigation. They will consider whether the process followed was fair and whether the outcome was reasonable in light of the evidence available.

8. Time Limits and Evidence

To help us investigate effectively, we encourage customers to raise concerns promptly. Where a significant amount of time has passed since the move took place, we may find it more difficult to obtain accurate recollections and supporting information. This may limit the actions we are able to take.

We may ask you to provide copies of receipts, inventory lists, photographs or other records relevant to your complaint. Providing clear evidence will help us to understand what has happened and to reach a balanced decision.

9. Confidentiality and Data Protection

All complaints are dealt with in confidence. Information you provide will be shared only with staff who need it in order to investigate and respond to your complaint, or where we are required to disclose it by law. We will handle your personal information in line with our data protection responsibilities and will retain complaint records only for as long as necessary.

10. Continuous Improvement

We review complaints on a regular basis to identify any recurring issues and opportunities for improvement. Feedback from customers helps us refine our procedures, train our removal teams more effectively and maintain consistent standards of care when handling your belongings.

By following this complaints procedure, Man with Van Barnet aims to ensure that any concerns about our removal and man and van services are addressed in a transparent, fair and constructive manner.