Complaints Procedure
Brompton Man and Van Complaints Procedure
Brompton Man and Van is committed to providing reliable and professional removals and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we encourage you to tell us so that we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The aim of this procedure is to provide a clear and fair process for dealing with complaints about our services. It applies to private and business customers using our removal, transport, and associated services. We treat all complaints seriously and use the information we receive to review our performance and identify areas where we can improve.
This procedure covers issues such as service quality, handling of belongings, punctuality, conduct of staff, accuracy of documentation, and any other aspect of the service you have received from Brompton Man and Van.
What We Consider a Complaint
A complaint is an expression of dissatisfaction, whether oral or written, about a service we have provided or failed to provide, which requires a response. This may include, for example:
Concerns about how your belongings were handled or transported. Queries about charges, invoicing, or information given before or after the move. Dissatisfaction with communication, administration, or timeliness. Concerns about staff behaviour, courtesy, or professionalism. Any situation where you believe we have not met our agreed standards or your reasonable expectations.
We encourage you to raise any concerns as soon as possible so that we can respond promptly and effectively.
How to Make a Complaint
You can make a complaint in writing. Providing your complaint in writing helps us to understand the matter clearly and to keep an accurate record of what has happened. Please include the following information where possible:
Your full name and any reference or booking details. The date of the service and the addresses involved in the move. A clear description of what went wrong and when it occurred. Details of any damage, loss, delay, or other issues you wish to raise. Any supporting information, such as photographs or copies of documents. What you would consider a fair outcome or resolution.
If you need assistance setting out your complaint, we will take reasonable steps to support you and can agree an alternative format where appropriate.
Our Complaints Handling Stages
We aim to resolve most complaints quickly and informally. However, where a matter requires a more detailed review, we will follow a structured process to ensure a fair and thorough investigation.
Stage One: Acknowledgement
Once we receive your written complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and that it is being reviewed under this procedure. We may ask for clarification or additional information if needed to understand the issues fully.
Stage Two: Investigation
A member of our team, who is appropriately experienced and not directly involved in the matter where possible, will investigate your complaint. This may include reviewing booking records, job sheets, photographs, and correspondence; speaking with staff involved in the move; and assessing any evidence you have provided.
During this stage we may contact you to discuss the complaint further, request more information, or arrange to inspect any alleged damage. Our aim is to establish a clear understanding of what happened and whether we have met our obligations and service standards.
Stage Three: Response and Outcome
Following our investigation, we will provide a written response setting out the outcome. This response will explain:
The issues you raised and the information we considered. Our conclusions on each main point of your complaint. Any steps we have taken or propose to take to put matters right. Any changes we intend to make to improve our services in future.
Where appropriate, we may offer remedies such as an apology, an explanation, a service correction, or other forms of redress that are fair in the circumstances and in line with any applicable terms and conditions.
If You Are Not Satisfied with the Outcome
If you are not satisfied with our response at the conclusion of Stage Three, you may ask for your complaint to be reviewed. In that case, where practical, a more senior member of the business, or someone not previously involved in the investigation, will reconsider the complaint and our earlier decision.
We will inform you of the result of this review and set out our final position. At that point, our internal complaints procedure will be considered exhausted.
Time Limits for Complaints
To help us investigate effectively, we ask that you raise complaints as soon as reasonably possible after the event. Certain types of claims, particularly those involving loss or damage to goods in transit, may be subject to specific time limits and conditions set out in our terms and conditions. It is important that you refer to those terms, as they may affect the remedies available.
Our Commitment to Fairness and Privacy
We will handle all complaints fairly, respectfully, and without discrimination. Making a complaint will not affect your rights as a customer or the standard of service you receive from us in the future.
Information provided in connection with a complaint will be handled in line with our approach to privacy and data protection. Details of your complaint may be shared internally only with those who need to know in order to investigate and respond appropriately.
Continuous Improvement
Complaints are an important source of feedback on our removals and man and van services. We regularly review complaints data to identify trends, recurring issues, and opportunities to improve how we plan moves, protect belongings, communicate with customers, and manage our teams on the road and at properties.
By following this Complaints Procedure and using the information you provide, Brompton Man and Van aims to deliver a consistently reliable and professional service throughout our operating area.
