Complaints Procedure

Brent Man and Van Complaints Procedure

Brent Man and Van is committed to delivering reliable and professional removal and man and van services. We aim to provide a smooth and stress-free experience for every customer, but we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect from us throughout the process.

Our Commitment to You

When you use our removal or man and van services, you are entitled to a high standard of care, clear communication, and respectful treatment at all times. If you are dissatisfied with any aspect of our service, we want to know. We treat all complaints seriously and see them as an opportunity to put things right and improve how we work.

We commit to handling your complaint in a way that is fair, transparent, and timely. You will not be charged for making a complaint, and raising a concern will not affect the level of service you receive from us in the future.

What This Procedure Covers

This Complaints Procedure applies to all customers of Brent Man and Van who have used, or attempted to use, our services, including house moves, flat moves, office relocations, furniture transport, and other man and van services. It covers concerns about service quality, conduct of our team, delays, loss or damage to goods, communication issues, and billing queries.

This procedure does not cover general enquiries, requests for quotations, or feedback that is not related to a specific problem. However, we still welcome comments and suggestions to help us improve.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can address it quickly and accurately. Please provide as much detail as you can, including your full name, the date of your service or booking, the service address, and a clear description of what went wrong.

You may raise your complaint in writing or by speaking with a member of our team. Written complaints help us keep an accurate record of the issue and may enable a faster resolution, particularly where we need to review job details, schedules, or inventory notes.

Where possible, we encourage you to raise any concerns with the team on the day of your move. Many issues can be resolved immediately once they are brought to our attention. If the issue cannot be resolved on the day, or you are not satisfied with the initial response, you can escalate it through this formal Complaints Procedure.

Information We Need From You

To help us investigate your complaint effectively, please provide:

The date and time of your move or booked service.

The addresses involved in the move or collection and delivery.

A clear description of what happened, including any relevant times and the names of staff involved if known.

Details of any loss or damage, including photographs if available.

Any steps already taken to resolve the issue.

Any outcome you would consider fair, such as an explanation, apology, corrective action, or compensation where appropriate.

How We Handle Your Complaint

Once we receive your complaint, we will:

Acknowledge your complaint and record the details in our internal system.

Review the information you have provided, along with our booking records, job sheets, and any statements from the team members involved.

Where necessary, contact you to clarify details or request additional information.

Assess what went wrong and whether our service fell below the standards we set for our removals and man and van operations.

We aim to provide a full response to most complaints within a reasonable period, depending on the complexity of the issue and the availability of the people involved. If we anticipate a delay, we will let you know and give you an updated timeframe.

Outcomes and Resolutions

After investigating your complaint, we will write to you with our findings and explain any actions we propose to take. Possible outcomes may include:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Corrective action, such as arranging a return visit or additional support where appropriate and practical.

Consideration of compensation or a partial refund where there is clear evidence of loss, damage, or a significant shortfall in service.

Improvements to our internal procedures, staff training, or communication processes to reduce the chance of similar issues arising in the future.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed at a higher level within Brent Man and Van. When asking for an escalation, please explain why you are unhappy with the initial response and what you believe would be a fair resolution.

The review will consider the original complaint, our investigation, and any new information you provide. We will then issue a final position statement, outlining our conclusions and any further actions we are able to take.

Claims for Loss or Damage

In the event of loss or damage to your belongings during a removal or man and van job, you must notify us as soon as reasonably possible after discovering the issue. This helps us verify the circumstances and assess any potential claim. We may ask for photographs, receipts, or other evidence to support your complaint.

Any offer of repair, replacement, or financial settlement will take into account the condition and age of the items, the terms of your booking, and any applicable limitations of liability agreed before the work began.

Using Feedback to Improve Our Service

Every complaint gives us valuable insight into how we can improve our removals and man and van services. We regularly review complaints data to identify patterns, training needs, and opportunities to enhance our planning, handling, and customer communication. Our goal is to reduce the likelihood of similar issues arising for future customers.

Review of This Complaints Procedure

Brent Man and Van reviews this Complaints Procedure periodically to ensure it remains clear, fair, and effective. We may update the procedure from time to time to reflect changes in our services, internal processes, or best practice in complaint handling.

If you have any questions about this Complaints Procedure or are unsure how to raise a concern, please contact us and we will guide you through the process.