Man With a Van Barnes Complaints Procedure

Man With 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, and we take all expressions of dissatisfaction seriously. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and fair way to raise complaints about our services, including local removals, man and van work, and related transport or delivery tasks. It sets out the steps we follow to investigate, respond, and, where appropriate, put matters right. We use feedback from complaints to review our performance and improve our service across all areas we operate in.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or how they were delivered, whether justified or not. This may include concerns about the conduct of our staff or drivers, delays or missed appointments, the handling or condition of your belongings, the accuracy of information provided, or the way we managed your booking or payment. If you are unsure whether your issue counts as a complaint, you are encouraged to raise it with us so we can clarify and assist.

How to Make a Complaint

You can raise a complaint in writing, by phone, or in person. Written complaints are preferred where possible, as they help us record all details accurately and avoid misunderstandings. When submitting your complaint, please include your full name, the date of your move or service, the collection and delivery locations, a clear description of what went wrong, and any evidence you wish to share, such as photographs of damage or copies of relevant documents.

If you contact us initially by phone or in person, we may ask you to follow up in writing so we can fully document your concern. This helps ensure that your complaint is properly logged, tracked, and resolved. We aim to make the process as straightforward as possible and will provide reasonable assistance if you need help setting out your complaint.

Time Limits for Making a Complaint

To help us investigate fairly and effectively, we ask that you raise any complaint as soon as you can once you become aware of the issue. For damage to items, we recommend you contact us within a short period after delivery, as this makes it easier to assess the circumstances. However, we will consider complaints made later, provided the matter relates to a recent service and can still be reasonably investigated.

How We Will Handle Your Complaint

Once we receive your complaint, we will record it in our internal system and begin our investigation. We will normally acknowledge written complaints within a reasonable timeframe, explaining that we are looking into the matter and, where possible, outlining the next steps. An appropriate member of our team will review the details, speak to any staff involved, and consider relevant documentation such as booking information, job sheets, and any photographs or notes taken on the day of the move.

We aim to respond with our findings and proposed resolution as soon as possible, taking into account the complexity of the issue. Some complaints can be resolved quickly, while others, such as claims involving alleged damage to property or goods, may require more detailed investigation.

Possible Outcomes and Resolutions

Following our investigation, we will explain our conclusions and any actions we propose to take. Depending on the nature of the complaint, outcomes may include an explanation or clarification, an apology, corrective action to address the issue, or other remedies where appropriate and in line with our terms and conditions. Where we do not uphold a complaint, we will clearly explain the reasons for our decision and the information we relied upon.

Escalating Your Complaint

If you are not satisfied with the initial response to your complaint, you may request that it be reviewed by a more senior member of our team. When you ask for an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will then carry out a further review, considering both the original investigation and any additional points you have raised, and respond with our final position.

Your Responsibilities When Making a Complaint

To help us deal with your complaint fairly and efficiently, we ask that you provide accurate information, respond to any reasonable requests for further details, and treat our staff with respect throughout the process. We will not tolerate abusive or threatening behaviour towards our team, and we may restrict contact where necessary to protect staff while still seeking to address the core issues raised in your complaint.

Using Complaints to Improve Our Service

We review complaints regularly to identify any recurring issues or trends in our removals and man and van work. This may involve additional staff training, changes to our operating procedures, or improvements to how we communicate with customers before, during, and after a move. Our goal is to use every complaint as an opportunity to strengthen our service and reduce the likelihood of similar issues arising in the future.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with staff who need the information in order to investigate and respond. Any personal data you provide during the complaints process is managed in line with our wider approach to privacy and data protection. We retain records of complaints for an appropriate period so we can review how we handled them and demonstrate the steps we have taken to address concerns.

Further Questions About This Procedure

If you have any questions about how this complaints procedure works or how it applies to your situation, you can contact us for clarification before or after making a complaint. We want all customers who use our removal and man and van services to feel confident that their concerns will be listened to and dealt with in a fair and transparent way.