Complaints Procedure

Man and Van Brixton Complaints Procedure

Man and Van Brixton is committed to providing a reliable and professional removals 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 put things right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to:

Provide a clear and fair process for customers who wish to complain about any aspect of our removals or man and van services.

Ensure complaints are handled promptly, consistently and professionally.

Enable us to review and improve our services based on customer feedback.

This procedure applies to all customers who have used Man and Van Brixton for transport, moving, packing, loading, storage-related transport or any associated service.

2. What we class as a complaint

A complaint is any expression of dissatisfaction about our services, staff, conduct, communication, charges or outcomes, where you would like a response or resolution. Examples include:

Concerns about how your move or delivery was carried out.

Damage to property or belongings during loading, transport or unloading.

Delays, missed time slots or cancellations without adequate notice.

Disagreement over quoted prices, final charges or additional fees.

Behaviour, attitude or professionalism of our drivers, porters or office staff.

Issues with documentation, booking details or communication before or after the job.

We treat all complaints seriously, whether they are minor or more substantial.

3. How to make a complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record of all details, but we will accept complaints in the way that is easiest for you.

When you contact us, please provide:

Your full name and, if applicable, the name under which the booking was made.

The date and approximate time of the job, and the collection and delivery locations.

A clear description of what went wrong and when it happened.

Any supporting information, such as job reference numbers or item lists.

If your complaint relates to loss or damage, please describe the items involved and any evidence you have, such as photographs or valuations. This will help us to assess the situation more efficiently.

4. Time limits for raising a complaint

You should raise any concerns as soon as possible after the service has been completed, so that we can investigate while information is still fresh and records are readily accessible.

For damage or loss of belongings, we ask that you notify us as soon as you become aware of the issue. While we will always try to assist, delays in reporting may affect what we are reasonably able to do, particularly where evidence or recollection is affected by time.

5. Our complaints handling stages

Stage 1: Initial review

Once we receive your complaint, we will record it and carry out an initial review. We aim to acknowledge your complaint within a reasonable period, confirming that it has been received and is under review. At this stage, we may contact you for clarification or additional information if anything is unclear.

Stage 2: Investigation

Your complaint will be investigated by a person with appropriate responsibility in our company. The investigation may include:

Reviewing booking records, driver logs and job notes.

Speaking with the team members who carried out the removal or delivery.

Reviewing any photographs, inventories or condition reports.

Assessing any evidence you provide, such as images or receipts.

We aim to complete our investigation and provide a detailed response within a reasonable timeframe. If, for any reason, we expect a delay, we will let you know and give you an updated timescale.

Stage 3: Response and proposed resolution

After the investigation, we will provide a clear written or verbal response. This will normally include:

A summary of your complaint.

Details of what we have investigated and the information we have considered.

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

Any proposed resolution or next steps.

Possible outcomes may include an apology, an explanation, corrective action for future jobs, or, where appropriate and subject to our terms and conditions, consideration of a goodwill gesture or contribution towards repair or replacement.

6. Escalating your complaint

If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed further. In your escalation request, please explain why you remain dissatisfied and what outcome you are seeking.

Your case will then be reconsidered, usually by a more senior member of the team who was not directly involved in the original investigation, where possible. They will review the handling of your complaint, the evidence gathered and the decision made, and will provide a final response explaining their conclusions.

7. Fairness and confidentiality

We are committed to treating all customers fairly and respectfully throughout the complaints process. We do not charge any fees for handling complaints. We also expect our staff to be treated with respect and will not tolerate abusive or threatening behaviour during any communication.

All complaints are handled in line with applicable privacy and data protection requirements. Information you provide will be used only for the purposes of investigating and resolving your complaint and for improving our services.

8. Using feedback to improve our removals service

Complaints, comments and suggestions help us improve the way we operate across our man and van and removal services. We regularly review complaint trends to identify areas where we can improve training, communication, scheduling, packing practices and handling of goods in transit.

By following this complaints procedure, you help us understand what matters most to our customers and support us in delivering a more reliable and efficient service in our service area.

9. Changes to this complaints procedure

Man and Van Brixton may update this complaints procedure from time to time to reflect changes in our services, legal requirements or internal processes. The version in force at the time you raise your complaint will apply to your case.

If you have any concerns about our complaints procedure itself, you can raise these with us in the same way as any other complaint.



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So our removal and storage services are the finest in Brixton, and the staff in our employ can always be depended upon to get the job done. Though that's not all – our services are of premium quality, but the prices we charge are far from high end. We specialise in accessible man and van services for businesses and home owners alike, and as a result we price our services below all of our competitors. To hire our man and van Brixton services, all you have to do is call us, and talk to an expert today.

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Luton Van 2 Men 4 Men
Per hour /Min 2 hrs/ 70 140
Per half day /Up to 4 hrs/ 280 560
Per day /Up to 8 hrs/ 560 1120

*All prices are subject to VAT at 20%.

Contact us

Company name: Man and Van Brixton Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 97 John Ruskin St
Postal code: SE5 0PQ
City: London
Country: United Kingdom

Latitude: 51.4827030 Longitude: -0.0983270
E-mail:
[email protected]

Web:
Description: Those who call and talk to our attentive consultants will receive our valuable help for any type of Brixton, SW9 home or office relocation.
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