Man and Van Brompton Complaints Procedure

Man and Van Brompton is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to you

We aim to handle all complaints promptly, fairly and consistently. Whether your complaint relates to a man and van booking, a home or office move, packing, loading, delivery, or storage arrangements, we will take your concerns seriously. Our objectives when handling complaints are to:

Investigate what went wrong and why.

Offer a clear explanation in plain language.

Put matters right where we are at fault, which may include corrective action or a gesture of goodwill where appropriate.

Use what we learn to improve our removals and transport services for future customers.

What counts as a complaint

You may wish to complain if you feel that:

The service did not match what was agreed in your booking or quotation.

Our team acted in a way that was unprofessional, discourteous or unsafe.

Your belongings were damaged or lost and you are unhappy with how this has been addressed.

There were delays, communication problems, or unexpected charges that you consider unfair.

Any other aspect of our man and van or moving service has not met your reasonable expectations.

We encourage you to raise any issue as soon as possible so that we can investigate while the details are still fresh and any evidence is easier to obtain.

How to make a complaint

You can submit a complaint in writing. Written complaints help us understand the full circumstances and ensure there is a clear record of what has been raised. When you contact us, please provide the following information so that we can speed up our investigation:

Your full name and the address where the service took place.

The date of your move or booking.

A description of what went wrong, including times and details of any staff members involved if known.

Any relevant reference numbers or job details you were given.

Details of any losses or damage that you believe occurred during the move.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

If you have supporting evidence such as photographs of damage, inventory lists or signed documents, please keep these safe, as we may ask for them during the investigation.

Stage one: Initial review and acknowledgement

Once we receive your complaint, we will record it in our internal system and carry out an initial review. We will normally acknowledge your complaint in writing within a reasonable timeframe. Our acknowledgement will confirm that we have received your concerns and explain the next steps in the process.

At this stage we may ask you for further information if anything is unclear. Providing detailed information at the start can reduce delays and help us assess your complaint fairly.

Stage two: Investigation and response

After the initial acknowledgement, we will carry out a more detailed investigation. Depending on the nature of your complaint, this may include:

Reviewing booking details, quotes and any written agreements.

Checking job sheets, driver logs and route information.

Speaking with team members who attended your property or handled your booking.

Reviewing photographs, inventory records and condition reports where available.

Assessing our service standards and any relevant internal policies.

We aim to provide a written response within a reasonable timescale. If the matter is complex or requires more time, we will update you and let you know when you can expect a full reply. Our written response will usually include:

A summary of your complaint and the issues we have considered.

Details of the investigation we have carried out.

Our findings and any conclusions we have reached.

Any remedy or corrective action we propose, such as an apology, operational changes, or where appropriate, potential compensation in line with our terms and conditions.

Stage three: Further review

If you are not satisfied with the outcome of the investigation at stage two, you may request a further review. You should do this in writing, explaining why you remain dissatisfied and highlighting any information that you feel has not been fully considered.

A more senior member of our team, who was not directly involved in the original investigation, will then review your case. They may re-examine documents, revisit earlier conclusions and, where needed, request additional details from you or from our staff. Following this review, we will provide a final written response outlining our position.

Time limits for complaints

We ask that complaints about our removals and man and van services are raised as soon as reasonably possible and ideally within a short period of the service taking place. This improves our ability to investigate events accurately and to obtain relevant information from staff and records. While we will consider complaints raised later, please be aware that delays can limit our ability to confirm details or offer certain remedies.

Claims for loss or damage

Where your complaint involves loss or damage to property, it will be considered in line with the terms and conditions applicable to your booking and any cover you may have arranged. Please ensure you keep any damaged items, packing materials and photographs, as these may be required to assess your complaint. We will explain any relevant limits or exclusions that apply to claims arising from moving and transport activities.

Using your feedback to improve our service

Every complaint gives us an opportunity to review how we operate. We regularly analyse the issues raised, with a view to refining staff training, vehicle allocation, route planning, packing methods, handling techniques and customer communication. Our aim is to reduce the likelihood of similar problems arising in future and to continually improve the quality of our man and van and removals services.

Privacy and data protection

We treat all complaints and accompanying information confidentially. Any personal data you provide will be used only for managing and investigating your complaint, meeting our legal obligations and improving our services. Information is stored securely and accessed only by staff who need it to deal with your case.

Review of this complaints procedure

Man and Van Brompton keeps this Complaints Procedure under regular review to ensure it remains clear, effective and fair to our customers and to our team. We may update it from time to time to reflect changes in our services, industry standards or legal requirements. The latest version will always apply to complaints raised with us.