Bromley Man and Van Complaints Procedure
This Complaints Procedure explains how Bromley Man and Van handles any concerns or complaints about our moving, packing, and man and van services. Our aim is to resolve issues promptly, fairly, and consistently, while using feedback to improve the quality and reliability of our removals work.
Our Commitment To You
We want every customer to feel confident that their move is managed with care, professionalism, and respect. If something goes wrong, or if you feel our service has fallen below the standard you expected, we encourage you to tell us. We will treat every complaint seriously, listen carefully, and work with you to find a fair outcome.
We are committed to:
Listening to your concern without interruption or judgement.
Investigating complaints thoroughly and impartially.
Responding within reasonable timescales.
Explaining decisions clearly in plain language.
Using your feedback to improve our services and staff training.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our services, whether removals, man and van transport, packing, loading, unloading, or storage-related activities. This may include concerns about:
The way your belongings were handled during a move.
Delays or missed time slots for collection or delivery.
Behaviour, attitude, or conduct of our team members.
Charges and billing for our services.
Communication before, during, or after your move.
You do not have to use the word “complaint” for us to treat your concern as one. If you are unhappy with our services and want us to put something right, we will follow this procedure.
How To Make A Complaint
You can raise a complaint as soon as you become aware of an issue. It is helpful if you contact us as soon as possible so we can investigate while details are still fresh. Please provide:
Your full name and, if applicable, the moving address and destination address.
The date and approximate time of the move or the specific service in question.
A clear description of what has gone wrong and how it has affected you.
Any evidence you have, such as photographs of damage, inventory lists, or written confirmations.
What outcome you are seeking, for example an explanation, apology, remedial work, or a review of charges.
Complaints can be made in writing or verbally. Written complaints are often helpful as they allow you to set everything out in detail and provide a clear record of the issues raised.
Stage One – Initial Review And Response
At the first stage, our aim is to resolve your concern informally and quickly, wherever possible.
Once we receive your complaint, we will:
Acknowledge your complaint and confirm that it is being reviewed.
Record your complaint in our internal log.
Check the details of your booking, service notes, and any relevant documentation.
Where necessary, speak to the staff member or team who carried out the work.
We will usually provide an initial response within a reasonable time, explaining what we have found and any immediate steps we can take. This may include an apology, a practical solution, or a request for further information if we need more detail to assess the situation.
Stage Two – Detailed Investigation
If you are not satisfied with the outcome at Stage One, you can request that your complaint is escalated for a more detailed investigation.
At this stage we will:
Review the original complaint, our initial response, and any additional information you have provided.
Carry out a more thorough investigation, which may include re-interviewing staff or reviewing route logs, job sheets, and inventory records.
Consider whether our procedures were followed correctly and whether our service met our standards.
Once the investigation is complete, we will provide a written response setting out:
What we have investigated.
What information we considered.
Our findings and, if applicable, what went wrong.
Any steps we are taking to put things right.
Any changes we will make to prevent similar issues in the future.
Timescales For Handling Complaints
We aim to acknowledge all complaints promptly after they are received. We will normally provide a full response to most complaints within a reasonable period, depending on the complexity of the issue and how much information we need to gather.
If we cannot provide a full response within our usual time frame, we will let you know and explain the reason for the delay. We will then keep you updated on progress until our investigation is complete.
Outcomes And Remedies
Where our investigation shows that our service has fallen below the standards we aim to uphold, we will consider an appropriate remedy. Depending on the circumstances, this may include:
A clear explanation and, where appropriate, an apology.
Correcting mistakes, where practical.
Reviewing or adjusting charges where justified.
Taking internal action such as further staff training or reviewing our procedures for removals, packing, and handling of belongings.
Any remedies will be proportionate to the issues identified and consistent with our terms and conditions and any applicable laws or regulations.
Complaints Involving Damage Or Loss
If your complaint relates to damage or loss of items during a move, it is important that you inform us as soon as possible so we can assess the situation properly.
We may ask for:
Photographs of the damage.
Details of the items affected, including approximate value and age.
Confirmation of how the items were packed and by whom.
We will review our records, including inventories and any notes taken on the day of the move, to determine what happened and whether a remedy is appropriate under our terms and conditions.
Confidentiality And Data Protection
All complaints are handled in confidence. We will only share information about your complaint internally when it is necessary to investigate and respond. Any personal data you provide will be processed in line with our data protection responsibilities and used only for handling your complaint and improving our services.
Using Feedback To Improve Our Service
Every complaint, whether large or small, is an opportunity for Bromley Man and Van to improve the way we deliver removals, transport, and related services. We regularly review complaint records to identify patterns, training needs, and any changes required in our procedures. This helps us to reduce the likelihood of similar issues arising in future and supports our goal of providing a reliable and professional man and van service.
Review Of This Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and fair. We may update it to reflect changes in our business practices, legal requirements, or industry standards. The most recent version of this procedure will always apply to complaints made at that time.
