Complaints Procedure for Man and a Van Barnes Customers
Man and a Van Barnes is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you remain dissatisfied.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. Our goals are to:
Listen carefully to your concerns and understand what has gone wrong from your point of view.
Resolve issues as quickly as possible, ideally at the first point of contact.
Keep you informed throughout the process, from acknowledgement through to final outcome.
Use your feedback to review and improve our moving and transport services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, contractors or the way we have handled a previous enquiry. This may include:
Concerns about the quality or timing of a removal or delivery.
Issues relating to packing, loading, unloading or handling of goods.
Disputes over charges, quotations or invoicing.
Concerns about staff conduct, professionalism or communication.
Problems arising before, during or after your move or transport job.
How to Make a Complaint
You can raise a complaint in the way that is most convenient for you. Please provide as much detail as possible so we can investigate thoroughly. It helps if you include:
Your full name and, if applicable, the name of the person who booked the service.
The date and location of the move or man and van job.
A description of what went wrong and when it happened.
Any relevant job reference or quotation number, if available.
What outcome you are seeking, for example an explanation, an apology or a review of charges.
You may raise your complaint verbally to a member of our team, or in writing. Written complaints should clearly state that they are a complaint so they can be directed to the appropriate person without delay.
Stage One: Frontline Resolution
Our priority is to resolve issues quickly and informally wherever possible. At the first stage:
The team member who receives your complaint will listen to your concerns and try to resolve the matter immediately.
If the issue relates to a current or imminent job, we will do our best to correct it during the move or on the same day.
Where an immediate solution is not possible, your details will be passed to a manager or supervisor for review.
Many complaints can be resolved at this stage through clarification, explanation, a practical solution or a simple apology if we have made a mistake.
Stage Two: Formal Investigation
If your complaint cannot be resolved at frontline level, or if you request a more formal review, it will proceed to a formal investigation. At this stage:
We will acknowledge receipt of your formal complaint within a reasonable timeframe.
A manager will review all relevant information, which may include job records, schedules, photographs, driver notes and staff statements.
We may contact you for further details or clarification so we fully understand your concerns.
We aim to complete our investigation and respond within a reasonable and practical timeframe, taking into account the complexity of the issue.
Once the investigation is complete, we will send you a written response which will include:
A summary of your complaint.
The steps we took to investigate the matter.
Our findings and any conclusions we have reached.
Any proposed remedy or action, which may include an explanation, apology, corrective action or review of charges where appropriate.
Issues Involving Loss or Damage
Where your complaint involves potential loss of or damage to property during a removal or transport job, we may request supporting information such as photographs, proof of value or repair estimates. This helps us assess the situation accurately and respond fairly.
Any settlement will be handled in line with our terms and conditions of service. We recommend that you keep all relevant documentation until your complaint has been fully resolved.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, training our team, and improving our services. We will store and process your data in accordance with applicable data protection requirements.
Escalating Your Complaint
If you remain dissatisfied after receiving our formal response, you may ask for a further review. In your request, please explain why you are unhappy with the outcome and what you believe we have not addressed.
A more senior member of our team will then review the handling of your complaint and the decision made. They will consider whether our procedures were followed correctly and whether the outcome was reasonable in light of the evidence available.
Following this review, we will issue a final response setting out our position. This will normally conclude our internal complaints process.
Using Feedback to Improve Our Service
Every complaint is an opportunity for us to learn and improve. We regularly review complaints and feedback to identify patterns and recurring issues. Where we see areas for improvement, we may:
Update staff training and guidance.
Review how we plan and schedule our moves and man and van jobs.
Improve our communication with customers before, during and after each job.
Adjust our internal policies and procedures to provide a more consistent service across our local operating area.
Accessibility of This Procedure
This complaints procedure is available to all customers and prospective customers who use or intend to use our removal and man and van services. If you require the information in a different format or need assistance to make a complaint, please let us know and we will do our best to help.
Review of This Complaints Procedure
We review this complaints procedure from time to time to ensure it remains clear, fair and effective. Changes may be made to reflect updates in our services, operating practices or legal obligations. The version published here is the most current description of how we handle complaints relating to our moving and transport services.
