Complaints Procedure for Man with Van Barnes

Man with Van Barnes is committed to providing reliable and professional moving and removal services. If something goes wrong, we want to know about it so we can put it right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for reporting problems with any part of our man and van or removal services. It applies to all customers using our services for house moves, flat moves, office moves, or transport of items within our service area. We aim to resolve matters as quickly and informally as possible, but where a more formal approach is needed, this procedure sets out each step.

What Counts as a Complaint

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

Problems with punctuality, conduct, or communication from our drivers or team members. Concerns about how items were handled, packed, loaded, unloaded, or transported. Disputes about charges, quotes, or additional fees related to your move. Concerns about loss, damage, or delays affecting your belongings. Any other matter where you feel we have not met the service standards you reasonably expected.

We also welcome feedback that is not a complaint, including suggestions for how we can improve our moving and transport services.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any concern as soon as possible after the issue occurs, so that details are clear and it is easier for us to investigate.

When making a complaint, please provide the following information where possible. Your full name and any reference details for your booking. The date and approximate time of the move or service. A clear description of what went wrong and how it affected you. Details of any conversations you have already had with our team about the issue. What outcome you are seeking, for example an explanation, an apology, a correction to an invoice, or consideration of reimbursement.

If you need assistance setting out your complaint, please let us know and we will do our best to help.

Stage One: Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you are unhappy with any aspect of our man and van or removal service, please first raise the issue with the team member you dealt with or the person responsible for managing your booking.

We will listen carefully, try to understand the problem, and look for a practical solution. Where appropriate, we may offer an explanation, apology, correction, or other reasonable remedy. We will aim to resolve informal complaints as soon as possible, normally within a few working days.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the issue is more serious, you can make a formal complaint. All formal complaints will be recorded and investigated by a person with appropriate responsibility who was not directly involved in the original problem, where practical.

Upon receiving a formal complaint, we will normally acknowledge it within a reasonable time. We may ask for additional information or evidence to assist the investigation. We will review all relevant details including booking records, job notes, and any photographs or other material you can provide.

We aim to provide a full written response to formal complaints within a reasonable timeframe. If we anticipate any delay, we will let you know and give an estimated timescale for our response.

How We Investigate Complaints

During our investigation we will seek to understand exactly what happened and why. This may include speaking to the team members involved in your move, reviewing schedules, route information, and any existing correspondence or documentation.

We will consider whether our processes, policies, or service standards were followed and whether they remain appropriate for the type of work we carry out. Where necessary, we may also inspect any relevant damage reports or photos to help assess responsibility.

Outcomes and Possible Remedies

Once our investigation is complete, we will explain our findings and confirm the outcome. Depending on the circumstances, this may include one or more of the following. A clear explanation of what happened and why. An apology where we have fallen short of our usual standards. A correction to our records or documentation. A review of our procedures to help prevent a similar problem in the future. Consideration of practical or financial remedies where appropriate and in line with our terms and conditions.

Any offers of reimbursement or contribution towards loss or damage will take into account the information available, the condition and value of the items, the scope of our responsibility under our terms, and any limitations agreed in advance of the move.

Escalating Your Complaint

If you remain dissatisfied after our formal response, you can request a further review. In that case, where possible, a different person in a position of responsibility will re-examine the complaint, our investigation, and the outcome already provided.

We will confirm the result of this review in writing. This will usually be our final position on the matter.

Time Limits for Complaints

We encourage customers to raise concerns as soon as possible. For issues relating to a specific moving job or removal service, it is helpful if you contact us within a short period of the service date, especially where loss or damage is involved. The sooner we know about a problem, the easier it is to investigate thoroughly and consider appropriate remedies.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them in a fair, consistent, and respectful way. We will not discriminate against any customer who makes a complaint in good faith. Information provided during the complaints process will be handled sensitively and used only for dealing with the complaint and improving our services.

Feedback from complaints helps us identify areas where our man and van and removal services can be improved, whether that involves training, communication, scheduling, or handling of goods. We review complaint patterns regularly to ensure we learn from experience and continue to provide a reliable moving service in our area.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any changes to this procedure will apply to future complaints and will not affect your statutory rights.