Bromley Man and Van Complaints Procedure

Bromley Man and Van is committed to providing reliable, professional and courteous moving and transport services. We aim to handle every move with care, but we recognise that sometimes things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, 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 and fair process for dealing with any dissatisfaction relating to our removal, man and van, packing or storage-related services. It is designed to:

Provide you with a straightforward way to tell us if something has gone wrong.

Ensure we investigate issues promptly, thoroughly and objectively.

Allow us to put things right where possible and learn from any mistakes.

This procedure applies to all domestic and commercial customers who have used our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are expecting a response or resolution from us. Examples include, but are not limited to:

Concerns about the quality of our removal or transport services.

Damage to property or belongings during loading, transit or unloading.

Delays, missed appointments or failed collections or deliveries.

Concerns about staff conduct, attitude or professionalism.

Disputes about charges, quotations or invoicing.

Concerns about how we have handled your personal information.

If you are unsure whether your issue counts as a complaint, please raise it with us and we will advise you.

How to Raise a Complaint

We encourage you to raise any concerns as soon as possible so we can resolve them quickly. You can make a complaint verbally or in writing. When submitting a complaint, please provide the following details where possible:

Your full name and the address where the service was carried out.

The date of your move or booking and any relevant reference number.

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

Details of any items or property affected, including photographs if available.

What outcome you are seeking, for example an explanation, apology or resolution.

Providing full and accurate information at the outset helps us investigate your complaint more efficiently.

Initial Acknowledgement

We aim to acknowledge your complaint as quickly as reasonably possible. When we acknowledge your complaint, we will:

Confirm that we have received your complaint.

Provide an outline of the next steps in the investigation.

Advise you of any further information we may need from you.

Where a concern is straightforward, we will always try to resolve it immediately at this informal stage.

Our Investigation Process

Once your complaint has been acknowledged, it will be passed to a responsible person within Bromley Man and Van for investigation. The investigation process may involve:

Reviewing your booking details, job notes and any related documentation.

Speaking with the staff and crew members involved in your move.

Reviewing photographs, inventory records and any condition reports where relevant.

Considering any external circumstances, such as traffic or access issues, that may have impacted the service.

We aim to carry out investigations in a fair, objective and impartial way, giving you and our team the opportunity to provide information and comments.

Timeframes for Response

We aim to provide you with a full response to your complaint within a reasonable period from the date we receive all relevant information. If we are unable to respond fully within this time, we will keep you informed and explain the reason for any delay. In more complex cases, such as those involving extensive damage assessments or third-party involvement, the investigation may take longer. We will keep you updated on progress and likely timescales.

Our Response and Outcomes

At the conclusion of our investigation, we will provide you with a clear response. This may include:

A summary of your complaint and the issues considered.

Details of what we have found during our investigation.

Any decision we have reached and the reasons for it.

Any steps we propose to take to resolve the matter.

Depending on the circumstances, possible outcomes may include an apology, an explanation, corrective action, service improvements or other appropriate remedies. Where damage to items or property is involved, we will consider any applicable terms and conditions, service limitations and relevant insurance arrangements.

If You Are Not Satisfied with the Outcome

If you are not satisfied with our response, you may ask for your complaint to be reviewed. In this case, where possible, your complaint will be reviewed by a more senior member of the team who was not directly involved in the original investigation. The review will consider whether the complaint was handled fairly and whether the outcome was reasonable in light of the information available. We will then provide you with a final response.

Complaints Relating to Insurance or Claims

If your complaint involves a potential insurance or compensation claim for loss or damage, we may need to follow specific claims procedures. This can include requesting proof of purchase, photographs of damaged items and other supporting evidence. Additional time may be required to review these matters properly. We will explain any separate processes that apply and any time limits for making a claim under the relevant terms.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information will only be shared with those who need it to investigate and resolve the issue. We will process any personal data in line with applicable data protection requirements and our own internal policies.

Using Complaints to Improve Our Service

Bromley Man and Van views complaints as an opportunity to review and improve our removal and man and van services. We may record complaint details in order to:

Identify repeating issues or trends.

Provide training and guidance to staff.

Update our procedures, documentation and service standards.

By following this Complaints Procedure, we aim to be open, fair and responsive whenever a customer feels that our service has not met the standards they expect.