Man and Van Brent Complaints Procedure
Man and Van Brent is committed to providing a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, 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 customers who are dissatisfied with any aspect of our removal or transport services. It covers complaints about our staff, subcontractors, vehicles, handling of goods, timeliness, communication, and any other part of the service you receive from Man and Van Brent. This procedure does not affect your statutory rights.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, where you expect a response or resolution. Examples include, but are not limited to:
Goods damaged or missing during a move, delays or late arrival of a vehicle, concerns about behaviour or attitude of staff, disagreement about charges or quoted prices, inadequate care taken when loading or unloading, poor communication before, during, or after a booking. If you are unsure whether your issue is a complaint, you may still raise it with us and we will advise you on the best way forward.
How to Make a Complaint
You may raise a complaint verbally or in writing. While verbal complaints are accepted, we encourage you to submit complaints in writing wherever possible so that we have a clear record of the issues and can investigate thoroughly.
When making a complaint, please provide as much detail as you can, including your full name, the date of your move or booking, the collection and delivery locations, a description of what went wrong, details of any damage or losses, and what outcome you are seeking, such as an explanation, apology, or compensation. The more information you provide, the quicker and more accurately we can investigate.
Time Limits for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible after the event, so that we can investigate while details are still fresh and any supporting evidence can be obtained. For issues relating to damage or loss of items, you should notify us as soon as you become aware of the problem. Delays in reporting may affect our ability to verify the circumstances and provide an appropriate remedy.
Our Complaints Handling Stages
We aim to handle all complaints in a prompt, transparent, and fair manner. Our complaints handling process consists of two main stages.
Stage One: Initial Review and Response
Once we receive your complaint, we will log it and arrange for an appropriate member of the team to review it. We will acknowledge receipt as soon as practicable. During the initial review, we may contact you to clarify details, request photographs or other evidence, or obtain statements from the staff involved.
After reviewing the information, we will provide you with an initial response. This may include an explanation of what happened, an apology where appropriate, details of any corrective action we propose to take, and, if relevant, an offer of compensation in line with our terms and conditions and any applicable insurance.
Stage Two: Further Review
If you are not satisfied with the outcome of the initial review, you may request a further review. In this stage, your complaint and our stage one response will be examined by a more senior member of our team who was not directly involved in the original handling of your move. They will consider whether the complaint was handled fairly, whether our decision was reasonable in the circumstances, and whether any additional steps are required.
Following this review, we will issue a final response setting out our position and any further actions or remedies we are prepared to offer. This final response concludes our internal complaints procedure.
Supporting Evidence and Access
To help us assess your complaint accurately, we may ask you to provide supporting evidence such as photographs of any damage, copies of correspondence, or inventories. In some cases, particularly where damage to property or large items is alleged, we may request an opportunity to inspect the items or the premises where the move took place.
We expect customers to cooperate with reasonable requests for information or access so that we can properly investigate and reach a fair decision. Failure to provide requested information may limit the options available for resolution.
Confidentiality and Data Protection
All complaints are handled in confidence. Details will only be shared with staff or representatives who need the information in order to investigate and resolve your concern. We will handle any personal information you provide in accordance with our data protection obligations and only keep it for as long as is necessary for the purposes of the complaint and related legal or regulatory requirements.
Remedies and Outcomes
Possible outcomes of a complaint may include an explanation of what went wrong, a sincere apology, steps taken to correct the issue for you where possible, changes to our processes or staff training, or financial remedies where appropriate and supported by our terms and conditions and any relevant insurance cover. Any compensation offered will take into account the nature of the loss or damage, the information you have provided, and any limits set out in the agreement covering your removal or man and van service.
Continuous Improvement
We value feedback from all customers, including complaints. Each complaint is reviewed not only to resolve the specific issue but also to identify any patterns or areas where our service can be improved. This may include changes to how we schedule moves, handle items, communicate with customers, or train drivers and loading teams. By raising your concerns, you help us to maintain and improve the quality of our service for all customers.
Using This Procedure
This complaints procedure is designed to give you a clear route to raise issues about any removal, transport, or man and van work carried out by Man and Van Brent. We encourage you to use it whenever you feel that our service has fallen below the standard you expected. We aim to treat every complaint seriously, respond in a timely manner, and deal with you respectfully throughout the process.
Cost-effective Prices on Man and Van Brent Services
When it's time to moving don't hesitate to call our man and van Brent experts!
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
What Our Customers Say
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: NW1 0NH
City: London
Country: United Kingdom
Web: https://manandvanbrent.org.uk/
Description: Everybody in Brent, NW1 benefits immensely from our man and van removal services, so why don’t you try them for yourself and call today.
