Complaints Procedure for Man with Van The Burroughs

Man with Van The Burroughs is committed to providing reliable, professional and respectful removal services for households and businesses. We aim to complete every move safely, on time and in line with what has been agreed with our customers. If something goes wrong or you are unhappy with any part of our service, this complaints procedure explains how to raise a concern, how we will respond and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and fair process for having their complaint heard and resolved. It applies to all services provided by Man with Van The Burroughs, including home removals, man and van services, small office moves, and transport of items. Our goals are to listen carefully, respond promptly, investigate thoroughly and learn from every complaint so we can improve our service for future moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to the booking process, communication, conduct of staff, punctuality, damage to goods or property, the quality of the move, or the way we have handled a previous concern. You do not need to use any specific wording for your concern to be treated as a complaint. If you tell us you are unhappy with our service, we will treat it as a complaint and follow this procedure.

How to Raise a Complaint

You can raise a complaint in writing. Please clearly explain what went wrong and how you would like us to put things right. Providing as much detail as possible helps us investigate quickly and fairly. Where you can, please include:

The date of your move or booking, your full name, your service address, a description of what happened, and any reference number you may have been given. If your complaint relates to damage or loss, please describe the items involved and provide photographs if available. Written complaints ensure that we have a clear record of your concerns and can respond accurately.

Timeframe for Raising a Complaint

You should raise your complaint as soon as possible after the issue arises. If your complaint relates to damage or loss of items during a removal, we ask that you notify us in writing within a reasonable period from the date of the move. This allows us to review the relevant job details and, where appropriate, speak to the team members involved while events are still recent and evidence can be checked.

How We Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it in writing. In this acknowledgement we will confirm that we have received your complaint, outline the key points we understand you are raising, and provide an estimated timescale for our full response. If we need more information from you in order to investigate, we will explain what is required.

Our Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the incident where possible. The investigation may include checking booking records, job sheets, photographs, route information, and any relevant communication that took place before, during and after your removal. We may also speak with the team members involved in carrying out your move. Our aim is to make a balanced assessment of what happened, taking account of both your description and the information available to us.

Response and Outcome

After we have completed our investigation, we will provide you with a written response. This response will explain the steps we took to investigate, our findings, whether your complaint has been upheld in full, in part, or not upheld, and, where appropriate, what actions we propose to take to resolve the matter. Possible outcomes can include an explanation or apology, practical steps to put things right where possible, and in some cases an offer of financial settlement in line with our terms and conditions and any applicable limits of liability.

Timescales for Resolution

We aim to resolve most complaints within a reasonable timeframe from receipt of your written complaint. More complex complaints, such as those involving multiple moves or detailed damage assessment, may take longer. If this happens, we will let you know and provide an updated expected timescale. Throughout the process, we aim to keep you informed so you are aware of the progress of your complaint.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you can ask us to review the decision. When requesting a review, please explain why you disagree with our findings or outcome, and provide any additional information you feel has not been considered. A more senior representative will then reassess your complaint, taking into account both the original investigation and any new information provided. We will then send you our final position in writing.

Responsibilities of Customers

To help us handle your complaint fairly and efficiently, we ask that you provide accurate information, respond to our reasonable requests for clarification, and treat our team members with respect throughout the process. If your complaint concerns damage or loss, we may ask you to retain the damaged items or packaging for inspection. Cooperation on these points helps us reach a fair and timely resolution.

How We Use Complaints to Improve

Every complaint is an opportunity for Man with Van The Burroughs to improve how we plan and deliver removal services. We regularly review complaints data to identify patterns, training needs and process changes. This might include additional staff training, adjustments to how we load and secure items, improvements to communication before moving day, or updates to our internal checklists. Our aim is to reduce the risk of similar issues affecting future customers.

Review of this Complaints Procedure

Man with Van The Burroughs keeps this complaints procedure under regular review to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update this procedure from time to time to reflect changes in our operations, customer feedback or best practice in the removals industry.