Complaints Procedure

Complaints Procedure for Man with Van Bexleyheath

Man with Van Bexleyheath is committed to providing a reliable, professional and courteous moving service for residential and commercial customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will deal with your complaint, and what you can expect from us as we work to resolve the issue.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair route to raise any dissatisfaction with our man and van or removal services. It covers concerns relating to bookings, punctuality, conduct of staff, handling of goods, charges, or any other aspect of our work. Our aim is to resolve complaints promptly, transparently and in a way that is fair to you and to our team.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Man with Van Bexleyheath, whether the service took place in your home, business premises, storage location or during transport. You may complain if you feel that:

The service provided did not match what was agreed at the time of booking, our advertising or our written confirmations. Our team did not act with reasonable care and skill when handling your possessions, packing, loading or unloading. You were treated discourteously or unprofessionally by a member of staff. You have been overcharged or the final invoice does not reflect the work carried out or the quote agreed. We have not followed our own terms and conditions or have failed to communicate clearly about your move.

When and How to Raise a Complaint

You should raise a complaint as soon as possible after the issue occurs, so that the details remain clear and we can investigate effectively. For damage to property or belongings, we recommend notifying us within a short time of the service being completed so that we can inspect, verify and respond appropriately.

You can submit a complaint in writing. In your complaint, please include your full name, the moving date, the collection and delivery areas, and any reference or booking details you may have. It is helpful if you provide a description of what went wrong, when and where it happened, who was involved, and, if relevant, any supporting information such as photographs of damage or copies of correspondence or invoices.

Our Complaint Handling Stages

We use a structured approach to manage complaints relating to our removal and man and van services.

Stage 1: Acknowledgement. Once we receive your complaint, we will acknowledge it in writing within a reasonable period. The acknowledgement will confirm that your complaint has been logged and that an investigation has begun. At this stage, we may ask you for clarification or further information if needed.

Stage 2: Investigation. Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the original issue where possible. We may speak to the crew members who attended your move, review job notes, booking records and any relevant photographs or documentation. If we need to inspect any damaged items or property, we will discuss suitable arrangements with you.

Stage 3: Response. Once the investigation is complete, we will provide you with a written response, explaining our findings and any actions we propose to take. Where your complaint is upheld, this may include an apology, an explanation, corrective action, or where appropriate, discussions about compensation in line with our terms and conditions and any applicable limitations of liability. If we do not uphold your complaint, we will explain the reasons clearly.

Timeframes for Resolution

We aim to acknowledge all complaints within a reasonable period and to provide a full response as promptly as we can, usually within a set number of working days from receipt of all relevant information. However, more complex matters, such as those involving multiple locations, third parties or large items, may require additional time for investigation. If this happens, we will keep you informed of progress and let you know when you can expect a final response.

Your Responsibilities When Making a Complaint

To help us handle your complaint efficiently and fairly, we ask that you provide accurate, honest and complete information about the issue. Please keep any relevant evidence, such as photographs of damaged items, notes of conversations with crew members, or copies of quotes and invoices. We also ask that our staff are treated with courtesy during all communications, whether written or verbal, so that we can focus on resolving the matter constructively.

Outcomes and Remedies

Every complaint is considered on its own merits, taking into account the circumstances of the move, the services agreed, our terms and conditions and any relevant industry standards. Potential outcomes can include a clear explanation of what happened, an apology where we have fallen short, corrective or remedial work, a review of our internal procedures or training, or consideration of financial remedies in line with our contractual obligations and any applicable limits of liability.

Continuous Improvement

We value feedback from our customers in all areas where we operate. Complaints, while regrettable, help us identify where our man and van and removal services can be improved, whether that involves our booking process, scheduling, handling of goods, communication or staff training. We regularly review complaints data to identify patterns or recurring issues, and we use this information to refine our procedures and raise standards for future customers.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information you provide will only be shared within our company to the extent necessary to investigate and resolve the matter. We store and process your data in line with our data protection responsibilities and only for as long as is required for managing your complaint and fulfilling our legal obligations.

Closing a Complaint

Your complaint will be considered closed once we have provided our final written response and either agreed a resolution with you or explained our position where agreement has not been reached. We will record the outcome and any steps we have taken as a result, which may include internal changes to improve our moving and transport services.

We take all complaints seriously and appreciate the opportunity to put things right. Our intention is always to provide a dependable and considerate man and van service and to deal with any concerns in a fair and professional manner.