Complaints Procedure for Man with Van Biggin Hill

Man with Van Biggin Hill is committed to providing reliable and professional removals and man and van services. We aim to deliver a smooth experience for every move, from small local collections to larger household and office relocations. When something goes wrong, we want to know about it so 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 at each stage. It applies to all customers using our moving, loading, unloading, and transport services.

Our Commitment to You

We take all complaints seriously and will handle your concerns in a fair, transparent, and timely way. Our goals are to understand what happened, resolve any issues where possible, and prevent similar problems from occurring again.

We will always aim to:

Listen carefully to your concerns and treat you with respect.

Acknowledge your complaint promptly.

Investigate thoroughly and objectively.

Provide a clear response and explanation.

Offer appropriate solutions where we are at fault.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may be related to:

The conduct, attitude, or professionalism of our staff or drivers.

Damage to property or belongings during a move or collection.

Delays in arrival or delivery beyond agreed timescales.

Disputes about charges, quotations, or payment arrangements.

Failure to provide a service as agreed in writing.

Any other aspect of our removals and man and van services that you are unhappy with.

How to Make a Complaint

You can raise a complaint in any reasonable written form that allows us to understand the issue clearly and respond appropriately. When contacting us, please provide as much detail as possible, including:

Your full name and the address where the service was provided.

The date of the move or service and any booking reference you have.

A clear description of what went wrong and how it has affected you.

Details of any conversations with our staff or drivers about the issue.

Photographs or supporting information, where relevant, especially for damage claims.

What outcome you would like to see, such as an explanation, apology, or review of charges.

To help us investigate effectively, we ask that complaints are made within a reasonable time of the issue occurring, ideally within 14 days of the service. This makes it easier to check records, speak to staff, and assess any physical evidence.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and send an acknowledgement. At this stage we will:

Confirm that we have received your complaint.

Clarify any points that are unclear so we fully understand your concerns.

Explain the next steps and an estimated timescale for our investigation.

Most straightforward complaints can be resolved quickly through discussion and checking the details of your booking, service notes, and job records.

Stage Two: Investigation and Response

A member of the management team will review your complaint in more detail. This may include:

Checking booking information, quotes, and any written agreements.

Reviewing job sheets, driver logs, and service notes from the day.

Speaking with staff members who were involved in your move.

Considering any photographs or evidence you have provided.

Assessing whether our terms and conditions and agreed service were followed.

We aim to provide a written response to most complaints within 14 days of acknowledgement. If the matter is complex or requires more time, we will let you know and give an updated timescale.

Our written response will usually include:

A summary of your complaint.

An explanation of the findings from our investigation.

Our decision on whether the complaint is upheld in full, in part, or not upheld.

Any actions we will take, such as an apology, corrective steps, or a goodwill gesture.

Claims for Loss or Damage

If your complaint involves loss or damage to your belongings during a move, it is important that you tell us as soon as possible. To evaluate such claims, we will usually need:

Photographs showing the damage clearly.

Details of the items affected, including age and approximate value.

Information on how and when you discovered the damage.

We will assess whether the damage is consistent with the service provided and consider any packaging, access issues, or special handling instructions that were agreed in advance. Any settlement or contribution towards repair or replacement will be made in line with our terms and conditions and any applicable limitations.

If You Remain Unhappy

If you are not satisfied with the outcome of our investigation, you may ask for a further review. In doing so, please explain why you disagree with our response and provide any additional information you feel has not been considered.

We will then carry out a final internal review. This may involve a different manager looking again at the evidence and the way your complaint has been handled so far. Once this review is complete, we will give you a final written response.

Using Your Feedback to Improve

We value all feedback, including complaints, as it helps us to improve our removals and man and van services. We regularly review complaints data to identify patterns, training needs, and opportunities to enhance how we plan moves, protect your belongings, and communicate with customers before, during, and after a job.

By raising a concern, you help us to maintain high standards and to continually improve the experience for customers who rely on our services for moving home, transporting items, and relocating within the wider area we serve.

Equality and Fair Treatment

We handle all complaints fairly and without discrimination. Every customer is entitled to have their concerns heard and assessed on their merits, regardless of background, location within our service area, or the size or value of the job.

This procedure is designed to give you clear information about how we work when something goes wrong and to provide a structured, fair process for resolving issues relating to our man and van and removals services.