Man with Van Barking Complaints Procedure

Man with Van Barking is committed to providing reliable, efficient and respectful removal services for homes, offices and small moves. We recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we deal with it, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints fairly, promptly and professionally. Every concern raised is treated seriously, whether it relates to service quality, conduct of staff, damage, delays, or any other aspect of your experience with our removal services.

We will always seek to:

Listen carefully to your concern and understand what went wrong from your point of view.

Investigate your complaint thoroughly and objectively.

Respond within reasonable timeframes and keep you updated where appropriate.

Offer a clear explanation, an apology where we are at fault, and a suitable remedy where possible.

What Counts as a Complaint

You may wish to raise a complaint if you are dissatisfied with any part of our man and van or removal service. Examples include but are not limited to:

Delays in arrival or completion of a job.

Issues with loading, unloading or handling of your belongings.

Damage or loss of items during collection, transport or delivery.

Concerns about behaviour, attitude or professionalism of our team members.

Disagreements about pricing, quoted work, or what was included in the service.

If you are unsure whether your issue is a complaint, you can still raise it with us and we will advise how it will be handled.

Step 1: Raise the Issue Informally

Where possible, we encourage you to raise any concerns as soon as they arise, ideally on the day of the move or service. Many issues can be resolved quickly and informally by speaking with the driver or team leader present at the job, who will do their best to put things right immediately.

If the issue cannot be resolved on the spot, or you remain dissatisfied after speaking to the team on the day, you may move to the formal complaints process set out below.

Step 2: Making a Formal Complaint

If you wish to make a formal complaint, please contact us in writing. Written complaints help ensure we have a clear record of your concerns and can investigate them properly.

When submitting your complaint, please include:

Your full name and the address where the service was carried out.

The date and time of the removal or transport service.

A clear description of what happened and what you are unhappy about.

Any relevant information such as job references, photographs of damage, or written agreements.

What outcome or resolution you are seeking, if you have a preference.

We recommend making your complaint as soon as possible after the event so that details are still fresh and any evidence is easier to obtain.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and advise you of the next steps.

In some cases we may need to request further information or clarification from you to help us understand the situation fully. Providing clear, complete details at this stage helps us to reach a fair outcome more quickly.

Step 4: Investigation and Assessment

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Barking, who was not directly involved in the matter wherever possible. The investigation may include:

Reviewing booking details, job notes and any written agreements.

Speaking with team members who attended the job.

Reviewing any photographs, videos or other evidence provided.

Assessing whether our usual standards, policies or procedures were followed.

We aim to complete our investigation and provide a full response within a reasonable period. If for any reason our investigation takes longer, we will let you know and explain the reason for the delay.

Step 5: Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response. This will include:

A summary of the issue as we understand it.

Details of the steps we have taken to investigate.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any actions we will take as a result, which may include an apology, clarification, practical steps to put things right, or where appropriate, a goodwill gesture or other remedy.

Where your complaint is not upheld, we will explain clearly why we have reached that conclusion.

Step 6: If You Are Not Satisfied

If you remain unhappy after receiving our written response, you may request that we review the decision. In doing so, please explain which parts of the outcome you disagree with and why, and provide any additional information you believe has not been considered.

We will arrange for a further review of your complaint and the original decision, where possible by a different person with appropriate authority within Man with Van Barking. After this review, we will provide a final response setting out our position.

Time Limits for Raising a Complaint

To help us investigate fairly and effectively, we ask that complaints are raised within a reasonable time after the event, and generally not more than six months from the date of the service. Complaints raised after this period may be more difficult to investigate fully, particularly where evidence or records are limited, but we will still consider them where possible.

Respectful Communication

We understand that moving home or premises can be stressful and that problems with a removal service can be particularly upsetting. Our team will always treat you with courtesy and respect during the complaints process and we ask that you do the same. We may limit or end communication where behaviour is abusive, threatening or unreasonable, while still considering any valid issues you have raised.

Using Feedback to Improve Our Service

Every complaint and piece of feedback helps Man with Van Barking improve the quality, reliability and professionalism of our removal and transport services. We regularly review complaints to identify patterns, update staff training, and refine our procedures so that similar issues are less likely to occur in the future.

This complaints procedure is intended to be clear and accessible. If you require any part of it to be explained in a different way, please let us know when you contact us with your concern.