Complaints Procedure
Barnes Man and Van Complaints Procedure
At Barnes Man and Van, we aim to provide a reliable, courteous and professional removals and man and van service. We recognise that, on occasion, 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 every stage.
Scope of this Complaints Procedure
This procedure covers complaints relating to any removals, packing, storage coordination, transport, or man and van services provided by Barnes Man and Van. It applies whether you are a domestic or commercial customer and whether your move is large or small.
We treat all complaints seriously and use the information you provide to investigate what happened and, where appropriate, improve our services and processes.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like us to take action or provide a response. Examples include, but are not limited to:
Concerns about the conduct, attitude or professionalism of our team on the day of the move. Problems with punctuality, late arrival or failure to attend. Issues regarding the handling, loading or unloading of your belongings. Disputes about charges, quotations or invoices. Concerns about communication or the way your booking or move was managed.
If you are unsure whether your concern counts as a complaint, please raise it with us and we will treat it appropriately.
How to Raise a Complaint
You can raise a complaint with Barnes Man and Van verbally or in writing. While we are happy to discuss issues over the phone or in person, we recommend putting your complaint in writing wherever possible. This helps us to understand the situation clearly and ensures there is an accurate record of what you have told us.
When submitting a complaint, please provide as much information as you can, including the date of your move or service, the address where the service took place, a clear description of the issue, details of any specific items involved, and what outcome you are seeking. The more detail you can provide, the easier it is for us to investigate and respond thoroughly.
Time Limits for Making a Complaint
You should raise any concerns with us as soon as you reasonably can. For issues involving potential damage or loss of items during a removal, we ask that you notify us promptly once you become aware of the problem. This allows us to investigate while events are still fresh in the minds of everyone involved.
We will always consider complaints raised later, particularly where there is a good reason for the delay, but our ability to gather evidence may be reduced as time passes.
Our Complaints Handling Stages
We aim to resolve most issues quickly and informally. If you raise a concern during or immediately after your move, we will try to address it there and then. If this is not possible, or if you prefer a more formal approach, your complaint will follow the steps below.
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable time. Where you have provided written details, we may contact you to clarify any points we do not fully understand or to request supporting information.
Stage 2: Investigation
Your complaint will be investigated by an appropriate member of the Barnes Man and Van team. This may include reviewing your booking details and job notes, speaking to the removal crew or staff involved, examining any relevant photographs or evidence, and considering the terms and conditions that applied to your booking.
We aim to carry out investigations promptly and as thoroughly as possible. During this time, we may contact you for more detail or to discuss possible resolutions.
Stage 3: Response and Outcome
After our investigation is complete, we will provide you with a clear response setting out our findings, any actions we propose to take, and the reasons for our decision. Where we identify that we are at fault, we will explain how we will put things right, which may include offering an apology, taking corrective action to remedy the issue, or reviewing internal procedures and staff training.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint, you may ask for your case to be reviewed. In doing so, please explain why you disagree with our findings or the resolution offered, and provide any additional information you believe is relevant.
We will then carry out a further review, which may include a second opinion within the business. After this review, we will provide a final response and explain our position clearly.
Our Commitment to Fairness and Confidentiality
Barnes Man and Van is committed to treating all complaints fairly, consistently and with respect. Your complaint will be handled without discrimination, and raising a complaint will not affect any ongoing or future services we provide to you, unless continuing the service would be impractical or unsafe.
All information you provide will be handled sensitively and kept confidential, subject to our legal and regulatory obligations. We will only share details with those who need to know in order to investigate and resolve the matter.
Using Complaints to Improve Our Removal Services
We view feedback and complaints as an important part of developing and maintaining a high quality removals and man and van service. Where complaints highlight issues or recurring themes, we may update our procedures, provide further staff training, review how we plan and manage moves, or improve our customer communication before, during and after each job.
By following this Complaints Procedure, we aim to resolve individual concerns and continually improve the experience we offer to all our customers.
