Complaints Procedure

Complaints Procedure for Barnes Man and Van

At Barnes Man and Van, we are committed to providing reliable and professional removal and man and van services. We aim to handle every move with care and efficiency. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure covers complaints relating to our removal and man and van services, including home and office moves, packing services and short-distance transport of goods. It applies to concerns about service quality, damaged or missing items, conduct of staff, scheduling or communication problems, and invoicing or charges where you believe an error has occurred.

This procedure is intended for customers who have booked and received services directly from Barnes Man and Van. It does not cover general enquiries, quotation requests or feedback that is not related to a specific service provided.

Our Commitment to You

When you raise a complaint with Barnes Man and Van, we will treat you fairly, listen carefully and aim to resolve the matter as quickly as possible. We commit to handling all complaints in a consistent, transparent and timely manner. Our goals are to put things right where we can, explain clearly when we cannot, and learn from every complaint to improve our removal services.

How to Raise a Complaint

You should raise your complaint as soon as reasonably possible after the issue arises. Providing clear, accurate information at the outset helps us investigate and respond effectively.

When submitting your complaint, please include:

Your full name and the name under which the booking was made; The date of your move or service; A description of the issue, including relevant times, locations and the services involved; Any supporting details, such as inventory notes, photographs of any damage, or copies of agreed quotes; Details of any initial discussions you may already have had with our team about the issue.

You may raise a complaint verbally to a member of staff or in writing. If you initially complain verbally, we may ask you to confirm the details in writing so we can keep a clear record of what has happened.

Informal Resolution in the First Instance

In many cases, concerns can be resolved quickly and informally. If you are unhappy during your move or immediately afterwards, please speak to the team member in charge on the day or contact our office as soon as possible. We will make every reasonable effort to address your concerns promptly, for example by clarifying arrangements, correcting errors where possible, or agreeing practical steps to resolve the situation.

If you are not satisfied with the informal response, or if the matter is more serious, you may wish to make a formal complaint as outlined below.

Formal Complaints Process

Once we receive your formal complaint, we will take the following steps:

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe, normally within five working days. This acknowledgement will confirm that we are investigating and may request any further information we need.

Investigation: A member of our management team will review your complaint. This may involve speaking with the staff involved, reviewing job records, inventories, photographs and any other relevant documentation. We may contact you for additional details or clarification during this stage.

Response: Following the investigation, we will send you a written response setting out our findings, any conclusions we have reached and any proposed resolution. We aim to provide a full response within twenty working days of acknowledging your complaint. If we need more time, we will let you know and explain why.

Possible Outcomes and Remedies

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

A clear explanation or apology where we have fallen short of our service standards; Practical steps to complete or correct agreed work, where feasible; A review or adjustment of charges where an error has been identified; Consideration of fair and reasonable compensation in line with our terms and conditions and any applicable limitations of liability.

Any remedy offered will take into account the specific circumstances of your move, the level of service booked, and the information available from our records.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint after our formal response, you may request that the matter be reviewed by a more senior manager. In your request, please explain why you remain dissatisfied and what outcome you are seeking.

The senior manager will review the handling of your complaint and the decision reached, and may either uphold, vary or overturn the original decision. You will receive a further written response explaining the final position of Barnes Man and Van on the matter.

Timescales for Raising Complaints

To help us investigate effectively, we ask that you raise any complaint within a reasonable time. Issues related to service quality on the day of your move should be reported as soon as possible. Concerns about loss or damage should normally be raised promptly once discovered, so that evidence can be gathered and reviewed while it remains available.

Delays in raising a complaint may affect our ability to investigate fully and may limit the options available for resolution, particularly in relation to claims for loss or damage that are subject to specific time limits in our terms and conditions.

Recording and Using Complaint Information

We keep records of complaints and their outcomes in order to monitor the quality of our services and identify any areas for improvement. Complaint information is handled securely and used only for the purposes of investigation, resolution and service development.

Review of this Complaints Procedure

Barnes Man and Van reviews this Complaints Procedure periodically to ensure it remains clear, effective and appropriate for the types of removal and man and van services we provide. We may update this procedure from time to time to reflect changes in our operations or legal requirements. The version published here will always be the most current.

We value all feedback and appreciate the opportunity to address concerns. Your comments help us maintain and improve the standards of our removal services.