Man and Van Brompton Complaints Procedure

Man and Van Brompton is committed to providing reliable, professional removal services and a positive experience for every customer. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and the standards you can expect from us.

Purpose of This Complaints Procedure

This procedure is designed to give all customers a clear and fair process for raising complaints about our man and van and removal services. We use the term complaint to describe any expression of dissatisfaction, whether justified or not, about any aspect of our work, including customer service, handling of goods, punctuality, conduct of staff, or charges.

We aim to resolve complaints as quickly and efficiently as possible. Every complaint is taken seriously and handled with courtesy, confidentiality, and objectivity.

Who Can Make a Complaint

Any individual or business who has used, or has arranged to use, Man and Van Brompton services can make a complaint. This includes the person who made the booking, the person being moved, or an authorised representative acting on their behalf with permission.

How to Raise a Complaint

You can raise a complaint in writing. Written complaints allow us to keep a clear record of the issues and ensure that we fully understand your concerns. When contacting us, please clearly state that you wish to make a complaint so we can follow this procedure.

To help us investigate and respond effectively, please provide the following information:

1. Your full name and any reference you were given for your booking
2. The date and address of the collection and delivery
3. A clear description of what went wrong and when it happened
4. The names of any staff you spoke to, if known
5. Details of any loss, damage, delay, or other issue you wish to complain about
6. Copies of any relevant documents, such as inventory lists, photographs, or written correspondence
7. What outcome or resolution you are seeking, where applicable

Time Limits for Making a Complaint

To enable us to investigate properly, we ask that complaints are raised as soon as possible after the issue occurs.

For complaints involving possible loss or damage to items, please inform us in writing as soon as you reasonably can after the move. Providing timely notice and detailed information, including photographs where available, will help us assess and address the situation more effectively.

Our Complaints Handling Stages

We handle complaints in a clear and structured way, with the aim of resolving matters promptly and fairly.

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to provide this acknowledgement within three working days. The acknowledgement will confirm that we have received your complaint and will provide a reference for future correspondence.

Stage Two: Investigation

Your complaint will be assigned to a suitable member of our team for investigation. This person will review the details you have provided, check relevant records such as booking information and job sheets, and, where necessary, speak to the staff involved.

We may contact you during this stage to clarify details or request additional information. This helps us build a complete understanding of the situation and consider an appropriate response.

Stage Three: Response

After the investigation, we will provide you with a written response. Our aim is to issue this within ten working days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Our response will set out:

1. A summary of your complaint
2. The steps we took to investigate
3. Our findings and conclusions
4. Any proposed remedy or action we will take

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include:

1. An explanation of what happened and why
2. An apology where we have fallen short of our standards
3. Practical steps to put things right where reasonably possible
4. Review and improvement of our internal processes or staff training
5. Consideration of compensation in line with our terms and conditions and any applicable limitations of liability

Any remedy will take into account the circumstances of the case, the evidence available, and our contractual obligations.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint or you believe your concerns have not been fully addressed, you may ask for your complaint to be reviewed. In your request for a review, please explain why you are dissatisfied with the initial response and what you believe has not been properly considered.

A senior member of our team, who was not directly involved in the original investigation where possible, will review your complaint, the initial findings, and any additional information you provide. We will then send you a final written response confirming our position.

Our Commitment to Fairness and Improvement

We are committed to handling all complaints fairly, consistently, and without discrimination. Making a complaint will not affect the level of service you receive from us in the future.

We also use feedback and complaints to help improve our services. Where we identify recurring issues or areas where our performance can be strengthened, we review our procedures, update staff guidance, and provide additional training as needed.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will be used only for the purposes of investigating and responding to your complaint, and for improving our services. We will store and process your information in accordance with data protection requirements and our internal policies.

Review of This Procedure

Man and Van Brompton reviews this complaints procedure regularly to ensure it remains effective, clear, and appropriate for the services we provide. We may update it from time to time to reflect changes in our operations or applicable standards. The version published here is the current procedure we follow when handling customer complaints.



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Contact us

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

Street address: 64 Elm Park Rd
Postal code: SW3 6AU
City: London
Country: United Kingdom

Latitude: 51.4867940 Longitude: -0.1757400
E-mail:
[email protected]

Web:
Description: The most experienced and skilled Brompton, SW10 man and van removal crew can be easily found and hired after a quick phone call on . Act now!
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