Complaints Procedure

Complaints Procedure for Man With a Van Barking Customers

Man With a Van Barking is committed to providing reliable, professional and courteous removal services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear route to raise issues about our man and van and removal services. It applies to all services we provide, including local moves, small house or flat removals, furniture transport and related moving assistance. Our goal is to address any dissatisfaction efficiently, learn from feedback and improve our service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the quality of work, conduct of staff, timekeeping, communication, or how your belongings were handled. We welcome feedback of all kinds, but if you tell us you are unhappy and want us to put something right, we will treat it as a formal complaint under this procedure.

Raising a Complaint

You may raise a complaint as soon as you become aware of a problem. It is usually easier to resolve issues close to the time they occur, especially for removal work that is completed in a single day.

You can submit a complaint in writing or by speaking directly to a member of our team. When you contact us, please provide:

The date of your move or booking, your full name, your service address and a clear description of what went wrong. If relevant, include details of any damage, missing items, delays or other issues you wish to raise. The more information you provide, the faster we can investigate.

Informal Resolution Stage

In many cases, concerns can be resolved informally and quickly. If you raise an issue with our driver or team on the day of your removal, they will do their best to address it immediately where it is safe and reasonable to do so.

If you contact us after the service has been completed, we will first attempt an informal resolution. This may involve clarifying what happened, explaining our processes, agreeing a practical remedy, or offering a goodwill gesture where appropriate. If you are satisfied at this point, the complaint will be considered resolved.

Formal Complaint Stage

If your concern cannot be resolved informally, or you prefer a more formal approach, it will be logged as a formal complaint. We will confirm that your complaint has been received and will be investigated.

We aim to acknowledge formal complaints within a reasonable timeframe and to provide a full response as soon as we have gathered all relevant information. During this period, we may contact you to obtain further details, clarify events or request supporting information such as photographs of any damage.

Our Investigation Process

When investigating a complaint, we will:

Review your booking information and any notes from the day of the move. Speak to the staff involved or review any internal records relevant to the complaint. Consider whether our terms and conditions were followed and whether our usual standards of care were met. Assess any evidence you provide and any mitigating circumstances.

We aim to handle all complaints objectively and fairly. Our focus is on understanding what happened, addressing immediate concerns and preventing similar issues in the future.

Our Response and Possible Outcomes

After completing our investigation, we will provide a written or verbal response explaining our findings. We will set out what we believe happened, any factors that contributed to the issue and, where appropriate, what we will do to put things right.

Depending on the nature of the complaint, possible outcomes may include an apology, a practical remedy related to the service, a review of our working practices or staff training. Where loss or damage is involved, any remedy offered will be considered in line with our terms, conditions and any applicable limits of liability explained at the time of booking.

Time Limits for Making a Complaint

For issues such as service quality, punctuality or staff conduct, we ask that you raise your complaint as soon as reasonably possible after the service has taken place. For damage or loss of items, we ask that you notify us promptly after you become aware of the problem. Timely reporting helps us investigate more thoroughly and take appropriate action.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of our investigation, you may ask for your complaint to be reviewed. In your request, explain why you disagree with our decision and include any additional information you believe has not yet been considered.

We will review your complaint again, taking into account your comments. After the review, we will provide a final response. This internal review is the last stage of our complaints procedure.

Our Commitment to Continuous Improvement

Every complaint is an opportunity for us to improve our man and van and removal services. We regularly review complaints and feedback to identify patterns, update procedures and provide further training where needed. By following this complaints procedure, we aim to treat every customer fairly and maintain high standards across our service area.

Privacy and Data Handling

Any personal information you provide when making a complaint will be handled in line with our data protection practices. Details of your complaint will only be shared with staff who need the information to investigate and resolve the matter. We keep records of complaints for monitoring and improvement purposes.

Ending the Complaints Process

The complaints process is considered complete once we have issued our final response or once an agreed resolution has been implemented and confirmed with you. We hope that, by following this procedure, any concerns you have about our removal services can be addressed in a fair, transparent and constructive way.