Man and Van Barnes Complaints Procedure

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

1. Our Commitment to Handling Complaints

We aim to handle all complaints about our moving and transport services promptly, fairly, and consistently. We treat every complaint seriously, whether it relates to booking, packing, loading, transport, delivery, timing, behaviour of staff, or the condition of your belongings. We will always seek to resolve issues as quickly as possible and learn from feedback to improve the experience for future customers.

2. What This Procedure Covers

This complaints procedure applies to any customer who has used, or attempted to use, our man and van or removals services. It covers:

Service quality, including punctuality, handling of goods, and conduct of staff.
Issues with quotes, charges, or the information provided before or during your move.
Concerns about damage or loss of items during collection, transport, or delivery.
Any other dissatisfaction with the way we have provided our removal services.

This procedure does not cover general enquiries, requests for quotes, or routine service amendments, which should be raised through our usual booking and customer service channels.

3. Raising a Complaint Informally

Many issues can be resolved quickly if raised at the time they occur. If possible, please speak to the driver or team member in charge on the day of your move and explain your concern. They will do their best to address the problem immediately, where it is safe and practical to do so.

If the issue cannot be resolved on the spot, or you are not satisfied with the initial response, you can use the formal complaints process set out below.

4. Making a Formal Complaint

If you wish to make a formal complaint about any aspect of our man and van or removal service, please contact us in writing. Written complaints help us understand the issue clearly and keep a record of what has happened.

When submitting your complaint, please include:

Your full name and the address where the service was provided.
The date of your move or booking, and any reference you were given.
A clear description of what went wrong and when it occurred.
Details of any conversations you have already had with our staff about the issue.
Any relevant evidence, such as photographs of damage, inventories, or notes.

We encourage you to raise your complaint as soon as possible, ideally within a reasonable period after the service has taken place, so that we can investigate while the details are still fresh.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement. This acknowledgement will confirm that we have received your complaint and that it is being reviewed. We will usually acknowledge complaints within a reasonable timeframe, and we will let you know if we need any further information to begin our investigation.

6. Investigation and Assessment

Your complaint will be reviewed by a member of our management team who was not directly responsible for the issue you have raised, wherever possible. They will:

Examine the details you have provided in your complaint.
Review relevant documentation, such as booking details, job sheets, and inventories.
Speak to any staff members involved in providing your removal service.
Consider any evidence, such as photographs, damage reports, or timing records.

We approach each complaint with an open mind and aim to reach a fair and balanced view of what has happened.

7. Our Response and Possible Outcomes

Once we have completed our investigation, we will send you a written response explaining the outcome. This response will include:

A summary of the issues you raised.
What we have found in our investigation.
Our decision and the reasons for it.
Any actions we propose to take.

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

An explanation or clarification where there has been a misunderstanding.
An apology if we have fallen short of our standards.
Steps to put things right where this is appropriate and possible.
Information about any changes we will make to improve our removal services in future.

8. Timescales for Handling Complaints

We aim to resolve complaints as quickly as we reasonably can. The time needed may vary depending on the complexity of the issues and how much information we need to gather. If we are unable to provide a full response within a reasonable period, we will inform you of the delay and let you know when you can expect a further update.

9. Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you can ask for your case to be reviewed again. In your request for escalation, please explain why you are unhappy with our decision and what outcome you are seeking. A senior member of our team will review the original complaint, the investigation, and our response, and will provide a final decision.

10. Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will keep complaint records securely and only share details with staff who need them to deal with your case.

11. Learning from Complaints

We use feedback and complaints to help us identify where our man and van and removals services can be improved. This may include changes to staff training, working practices, communication, or how we plan and manage moves. By raising a complaint, you help us to strengthen our service for all customers.

12. Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in regulation, industry practice, or the way we deliver our moving services. The version published here will always be the most up to date.

If you have any questions about this complaints procedure or how it applies to your situation, please contact us using our usual customer service channels.