Man and Van Bromley Complaints Procedure

Man and Van Bromley is committed to providing a reliable, professional and courteous removals service. We recognise that on occasion things may not go as planned, and we welcome feedback and complaints as an opportunity to improve. This Complaints Procedure sets out how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for customers who wish to complain about any aspect of our man and van or removal services. It explains how you can contact us, what information we need, the timescales we aim to meet, and how we work towards a resolution.

This procedure applies to all customers who have booked or used our services, including house moves, flat moves, office relocations, furniture transport and related loading, unloading and packing assistance.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received or the conduct of our staff or contractors. Common examples include:

Service not delivered as agreed, such as delays, missed time slots or incomplete work.

Concerns about the handling or transportation of your belongings, including loss or damage.

Issues with communication, attitude, behaviour or professionalism of team members.

Problems with documentation, charges, quotations or invoicing.

Any other matter where you feel that our service has not met reasonable expectations.

How to Raise a Complaint

You can raise a complaint in writing. Written complaints help us to understand the issue clearly and allow us to keep an accurate record. Please provide as much information as possible, including:

Your full name and the name under which the booking was made.

The service date and approximate time of your move or collection.

The address or area where the service was carried out.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our team about the issue.

Any supporting information, such as photographs, inventories or item lists.

Written complaints will be acknowledged and handled in line with the stages set out below.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. For matters involving potential loss or damage to items, we recommend that you notify us within a reasonable period from the date of the move or delivery, once you have unpacked and inspected your goods.

While we will always try to assist, delays in reporting complaints can limit our ability to investigate and may affect the outcome, particularly where evidence is time sensitive.

Our Complaints Handling Stages

We aim to deal with complaints promptly, fairly and consistently. Our complaints process generally follows three stages.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, it will be logged and assigned to an appropriate person for review. We will acknowledge receipt of your complaint and confirm that it is being investigated. At this stage we may request additional information or clarification to help us understand the issue fully.

Stage Two: Investigation and Response

We will investigate the circumstances surrounding your complaint. Depending on the nature of the issue, this may involve speaking to the crew members who attended, reviewing booking details, schedules and job notes, checking any photographs or documentation you provide, and, where relevant, examining our internal procedures.

After the investigation, we will provide a written response setting out:

Our understanding of the complaint.

The steps we have taken to investigate.

Our findings and decision.

Any proposed resolution or remedial action.

We aim to provide a full response within a reasonable time frame. If the issue is complex and requires more time, we will inform you and keep you updated on progress.

Stage Three: Escalation

If you are not satisfied with the outcome at Stage Two, you may ask for your complaint to be reviewed again. Your request for escalation should explain why you remain dissatisfied and highlight any aspects of the response that you feel have not been properly addressed.

An escalation review will consider the handling of your complaint to date, the information available, and whether the outcome was fair and reasonable. Following this review, a final written response will be issued.

Possible Outcomes and Remedies

Where your complaint is upheld, we will aim to put matters right in a way that is proportionate and fair. Depending on the circumstances, this may include:

Providing an explanation and, where appropriate, an apology.

Correcting an error or completing work that was not carried out as agreed.

Reviewing and improving our procedures or staff training.

Considering appropriate financial adjustments, where applicable and in line with our terms, conditions and any relevant insurance arrangements.

Any remedy offered will depend on the facts of the case, the evidence available and the extent of any loss or inconvenience caused.

Your Responsibilities When Making a Complaint

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information about what happened.

Retain any relevant documents, such as quotes, confirmations and inventories.

Supply photographs or other evidence where there is concern about damage or loss.

Communicate with our team in a respectful manner, allowing us reasonable time to investigate.

Cooperating in this way helps us reach a fair and timely resolution.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services and meeting any legal or regulatory obligations. We handle personal information in line with applicable data protection requirements.

Continuous Improvement

We review complaints regularly to identify any trends or recurring issues in our removals and man and van services. Where we identify areas for improvement, we will take appropriate action, which may include updating policies, procedures, staff guidance or training. Our aim is to learn from every complaint and to use that learning to provide a consistently better service to all customers.

Updates to this Complaints Procedure

Man and Van Bromley may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable standards. The most current version will apply to any new complaints raised.



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Company name: Man and Van Bromley Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 1 Bedivere Rd
Postal code: BR1 5LJ
City: London
Country: United Kingdom

Latitude: 51.4321910 Longitude: 0.0177510
E-mail:
[email protected]

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