Complaints Procedure for Man With a Van Bickley

Man With a Van Bickley is committed to providing a reliable and professional removals and man and van service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle it, and what you can expect at each stage.

1. Purpose of this Complaints Procedure

The purpose of this complaints procedure is to set out a clear and accessible process for customers who are dissatisfied with any aspect of our services. This includes local and longer-distance moves, packing assistance, loading and unloading, and any related removal activities carried out by Man With a Van Bickley.

We use all feedback, including complaints, to help improve our services, staff training, and customer care standards.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the service you have received from Man With a Van Bickley. This may include concerns about:

Quality of the removal or man and van service provided

Conduct, attitude, or professionalism of our staff or drivers

Punctuality, reliability, or adherence to agreed dates and times

Handling, loading, unloading, or transportation of your belongings

Accuracy or clarity of quotes, charges, or invoicing

Any failure to follow our agreed terms or written confirmations

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can advise and, where appropriate, resolve it.

3. Raising an Informal Complaint

We encourage customers to raise any issues as soon as possible, ideally on the day of the move or as soon as a problem becomes apparent.

You can raise an informal complaint by speaking directly to the driver or team leader on site or by contacting the office through our usual communication channels. Please provide:

Your full name

The date and location of the service

A brief description of what went wrong

Any immediate impact or loss suffered

Where possible, we will try to resolve your concern straight away. If we cannot resolve it immediately, or if you remain dissatisfied, you may wish to make a formal complaint.

4. Making a Formal Complaint

If your concern has not been resolved informally, or if you prefer to make a formal complaint from the outset, you should set out your complaint in writing. Please provide as much detail as possible so we can investigate thoroughly. Include:

Your full name and preferred method of contact

The date of the move and the collection and delivery addresses

Names of any staff you dealt with, if known

A clear description of what happened and why you are dissatisfied

Details of any damage, loss, or additional costs incurred

Any supporting information, such as photographs of damage or copies of paperwork

Once received, your complaint will be logged and allocated to a manager for review.

5. Acknowledgement of Your Complaint

We aim to acknowledge all formal complaints within three working days of receiving them. The acknowledgement will confirm that we have received your complaint and will outline the next steps in the process. Where appropriate, we may request further information to help us investigate.

6. Investigation and Response Timescales

A manager will review your complaint, gather relevant information from staff involved, and consider any documentation and evidence. This may include job sheets, booking confirmations, photographs, and any previous correspondence.

We aim to provide a full written response within 15 working days of acknowledging your complaint. If the matter is complex or requires more time, we will inform you of the delay and provide an updated timescale.

7. Possible Outcomes and Remedies

After investigating your complaint, we will provide a clear written response setting out:

Our understanding of the complaint

The steps taken to investigate the matter

Our decision and reasons for that decision

Any proposed remedy or action

Depending on the circumstances, possible outcomes may include:

An apology and explanation

Correction of an error in our records or paperwork

A goodwill gesture, where appropriate

Consideration of compensation in line with our terms and conditions and any applicable insurance cover

Improvements to our processes, staff training, or service delivery

8. Escalating Your Complaint

If you are not satisfied with our final response, you may request that your complaint be reviewed by a more senior member of our team. You should explain which parts of the original decision you disagree with and why.

The senior reviewer will consider the original complaint, the investigation carried out, and any new information you provide. We will aim to provide a further written response within 15 working days of receiving your escalation request.

9. Time Limits for Making a Complaint

To help ensure that we can properly investigate and address issues, we ask that complaints relating to service quality, conduct, or timing are raised within 28 days of the date of the move.

For complaints involving potential damage or loss of items, we recommend that you notify us as soon as reasonably possible after becoming aware of the issue. This allows us to review the matter while information is still recent and, where relevant, to liaise with any insurers in line with applicable cover and terms.

10. Data Protection and Confidentiality

All complaints are handled in line with our data protection responsibilities. Information provided as part of a complaint will be used solely for investigating and resolving the issue, for internal monitoring, and for improving our removals and man and van services. We will keep your information secure and only share it where necessary for the purpose of handling your complaint or where required by law.

11. Monitoring and Service Improvement

Man With a Van Bickley regularly reviews complaints and feedback to identify patterns and areas for improvement. This can include updating procedures for local removals, providing additional staff training, or refining how we communicate with customers before, during, and after their move.

By following this complaints procedure, we aim to give every customer a fair opportunity to have their concerns heard and addressed, and to continually improve the quality and reliability of our services.