Brixton Man and Van Complaints Procedure

Brixton Man and Van is committed to providing a reliable, 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 we can address your concerns fairly, put things right where possible, and improve our services for the future.

This complaints procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage. It applies to all customers who use our removal, man and van, packing, and related transport services.

What This Complaints Procedure Covers

This procedure covers concerns about any aspect of our service, including but not limited to:

Service quality, conduct or attitude of staff or contractors, handling, loading or unloading of goods, punctuality and timekeeping, adherence to agreed instructions, damage to property or belongings, missing items, billing, charges and quotations, and communication before, during or after your move.

If you are unsure whether your issue is covered, you may still raise it with us and we will confirm how it will be handled.

Raising a Complaint

If you experience a problem, we encourage you to raise it as soon as possible. In many cases, issues can be resolved quickly and informally by discussing them with the team on site or with our office as soon as they arise. If an immediate solution is not possible or you remain dissatisfied, you may make a formal complaint.

Please set out your complaint clearly and include the following information where possible:

Your full name and contact details, your booking reference or the date and address of the move, a clear description of what went wrong, when it happened and who was involved, details of any loss or damage, including photographs if available, and what outcome or resolution you are seeking.

Complaints should be made in writing so that we can keep an accurate record of the issues raised and our responses.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise your complaint within a reasonable time of the issue occurring. As a general guideline:

Service issues, punctuality, conduct or communication concerns should be raised as soon as practical and usually within 14 days of the service date. Damage to property or belongings and missing items should be reported as soon as discovered and normally within 7 days of the move completion.

We may still investigate complaints raised later than these timeframes, but our ability to verify events or locate evidence may be reduced.

How We Will Handle Your Complaint

We aim to treat every complaint seriously, fairly and with respect. Our process is as follows.

Acknowledgement: Once we receive your written complaint, we will acknowledge it within a reasonable period. We will confirm that we have received your complaint and may ask for any further information we need to begin our investigation.

Investigation: Your complaint will be reviewed by a manager or an appropriate member of our team who was not directly responsible for the issue being complained about, wherever possible. We may contact you to clarify details, gather additional evidence, or discuss your experience in more detail. We may also speak to staff members involved, review job sheets, inventories, photographs, vehicle records and any other relevant documentation.

Response: After our investigation, we will provide a written response setting out our findings. We will explain what we have concluded, the reasons for our decision, and any steps we will take to put matters right or prevent a recurrence.

Possible Outcomes and Remedies

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

A written explanation or apology, corrective action during or after the service where this is still possible, a review of internal processes or staff training, and where appropriate and in line with our terms and conditions, a goodwill gesture or financial settlement.

Any offer of compensation will be considered carefully and will take into account our contractual terms, any applicable insurance, the value of the items involved, and the extent of any loss or damage.

Escalation if You Are Unhappy with the Outcome

If you are not satisfied with the response to your complaint, you may ask for it to be reviewed. When you do so, please explain why you remain dissatisfied and what you believe has not been properly addressed.

Your complaint and our initial response will then be reconsidered by a senior member of our team who has not previously been involved. They will review the evidence and may contact you for further discussion before issuing a final response.

Our Commitment to Fairness and Improvement

Brixton Man and Van views complaints as an important source of feedback and an opportunity to improve our moving and transport services. We are committed to:

Listening carefully to your concerns, handling your information sensitively and in line with data protection requirements, dealing with all parties courteously and professionally, learning from complaints to refine our procedures, and reducing the likelihood of similar issues arising in future.

We may use anonymised information from complaints to review staff training, vehicle allocation, time planning and packing or loading methods, with the aim of providing a smoother and more reliable service for all customers.

Additional Information

This complaints procedure does not affect your statutory rights or any rights you may have under our contract for removal and man and van services. It is intended to offer a clear and accessible route for raising and resolving concerns directly with us.

If you have any questions about this procedure or are unsure how to set out your complaint, you may contact us for guidance before submitting your written complaint. We will be happy to explain the steps and the information we are likely to need.

By using our removal and man and van services, you help us continually review and develop our standards. We appreciate the time you take to let us know when something has gone wrong, and we will always do our best to respond constructively and fairly.