Complaints Procedure

Man with Van Barnes Complaints Procedure

Man with Van Barnes is committed to providing a reliable, professional and courteous removal and man and van service. We aim to handle every move with care, from small local jobs to larger household and office removals. However, 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 give customers a clear and simple way to tell us when something has gone wrong. It also helps us learn from feedback and continuously improve our moving and transport services. We treat all complaints seriously and deal with them in a consistent, fair and timely manner.

What is a Complaint

A complaint is any expression of dissatisfaction about our services, vehicles, staff, communication, charges, or the way a move has been carried out, where a response or resolution is expected. You do not need to use the word complaint for us to treat your concerns as one.

Who Can Make a Complaint

Any customer who has booked, used, or attempted to use our services may make a complaint. This includes domestic and business customers, landlords, tenants, and any authorised representative you choose to act on your behalf.

When to Make a Complaint

We encourage you to tell us about any issue as soon as possible, ideally within 14 days of the service taking place. The sooner we are aware of the problem, the easier it is for us to investigate and put things right. Complaints raised after this time will still be considered, but some details or evidence may be harder to verify.

How to Make a Complaint

You can make a complaint in writing. When contacting us, please provide as much information as possible so that we can investigate thoroughly. This should include:

Your full name and any reference you were given for the booking.

The date and location of your move or man and van service.

A clear description of what went wrong, including times and any staff involved, if known.

Details of any loss, damage, delay or inconvenience you believe occurred.

Copies of any supporting evidence you have, such as photographs of damage, inventories or written notes.

What outcome or resolution you are seeking, for example an explanation, apology, remedial work or financial consideration in line with our terms and conditions.

How We Handle Your Complaint

We handle complaints in stages to ensure a clear and structured process.

Stage 1: Initial Review

Once we receive your complaint, we will record the details and acknowledge it in writing within a reasonable time. We will check any information we already hold, such as booking records, removal notes, photographs or driver logs, and we may contact you to clarify any points.

Stage 2: Investigation

Your complaint will be investigated by an appropriate member of our team who was not directly responsible for the issue, where possible. During the investigation we may:

Speak to the staff members involved in your move.

Review route information, timings and loading lists.

Consider our terms and conditions and any agreed scope of work.

Examine any photographs or documents provided by you or our team.

We aim to complete this investigation and provide a full response within 28 days of receiving your complaint. If the matter is complex and more time is needed, we will let you know and explain the reasons for the delay.

Stage 3: Response and Outcome

At the end of our investigation we will send you a written response that sets out:

A summary of your complaint.

The steps we took to investigate it.

Our findings and decision.

Any offer of resolution or remedial action.

Possible outcomes may include an explanation, an apology, corrective work, a goodwill gesture, or compensation where this is appropriate and in line with our contractual obligations and any relevant limitations of liability.

If You Are Not Satisfied With the Outcome

If you are not satisfied with the outcome at Stage 3, you may ask for a further review. You should set out why you disagree with our decision and provide any additional information or evidence you believe has not been considered. A different member of the management team will review the complaint and the previous decision, and will issue a final response wherever possible.

Damage, Loss and Insurance Related Complaints

Where your complaint relates to loss or damage to goods carried during a house move, flat move, office relocation or smaller man and van job, our investigation will also refer to the agreed inventory, condition reports and relevant insurance terms. Customers are expected to follow our packing and labelling guidance, and any exclusions or limits set out in our terms and conditions will apply. In some cases, we may need further information or access to inspect damaged items in order to assess a claim.

Health, Safety and Conduct Concerns

We take any concerns about the conduct of our team or the safety of our services very seriously. If your complaint involves alleged misconduct, unsafe driving, or unsafe handling of items or property, this will be prioritised. Where appropriate, we may take internal disciplinary steps or provide additional training to staff. For confidentiality reasons we may not be able to share full details of any internal action taken, but we will confirm that your concerns have been addressed.

Using Complaints to Improve Our Service

All complaints are logged and reviewed so we can identify any recurring issues within our removal and man and van operations. This allows us to improve our processes, communication, staff training and customer service. Feedback, including complaints, is an important part of maintaining and improving the standard of our work for customers planning moves of all sizes.

Data Protection and Confidentiality

All information you give us as part of a complaint will be handled in line with applicable data protection requirements. Details of your complaint will be shared only with staff who need to see them to investigate and resolve the issue. We will store complaint records securely and retain them only for as long as necessary for legal, regulatory or internal review purposes.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in legislation, industry practice or our own internal policies.