Brixton Man and Van Complaints Procedure
This Complaints Procedure explains how Brixton Man and Van manages and resolves complaints about our removal and man and van services. Our aim is to handle all concerns promptly, fairly and consistently so that issues are resolved and, where possible, do not reoccur.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our services. This includes local moves, longer-distance removals, packing, loading, transport, unloading, and any associated services we provide.
We use feedback and complaints to improve how we plan removals, protect belongings, communicate with customers and coordinate our moving teams.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about our service, staff, conduct or processes, where the customer expects a response or resolution. This can include concerns about:
Service quality, including punctuality, handling of items, loading or unloading practices, and overall conduct during a move.
Damage to property or belongings arising from the moving process.
Administration issues such as booking errors, documentation, or pricing clarity.
Communication, including how we respond to enquiries or update you before, during or after a move.
3. Issues Not Covered by This Procedure
This procedure does not cover general enquiries, requests for quotations, or routine service adjustments such as changing the date or time of a move. These should be raised with our bookings or customer service team in the usual way.
Where issues relate to matters outside our control, such as access restrictions, parking limitations or actions of third parties, we will still review the complaint but our ability to offer a remedy may be limited.
4. How to Make a Complaint
We encourage you to raise any concerns as soon as possible, ideally on the day of the move or as soon as you become aware of a problem. Complaints can be made verbally or in writing.
When you contact us with a complaint, please provide the following where possible:
Your full name and the address where the service was carried out.
The date of your move and any booking reference you may have.
A clear description of what went wrong and when it occurred.
Details of any loss or damage, including photographs if available.
Details of any previous contact with us about the same issue.
What outcome or resolution you are seeking.
5. Our Complaint Handling Stages
We aim to handle complaints in a structured and consistent way. The following stages will normally apply.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, it will be logged and passed to an appropriate member of our team. We will acknowledge receipt within a reasonable time. For written complaints, we aim to acknowledge within five working days.
At this stage, we may contact you for further information or clarification, especially if details of the move, timings or specific items involved are unclear.
Stage 2: Investigation
Your complaint will be investigated by a staff member who was not directly responsible for the issue, wherever possible. The investigation may include:
Reviewing booking records, job sheets and any notes made by our drivers or removal teams.
Speaking with the team members involved in your move.
Examining any photographs, videos or other evidence you have provided.
Assessing whether our usual procedures were followed correctly.
We aim to complete this investigation and respond within twenty working days of acknowledging your complaint. If more time is required, we will explain why and indicate when you can expect a full reply.
Stage 3: Response and Outcome
Once the investigation is complete, we will provide a clear response setting out:
Our understanding of your complaint.
What we found during our investigation.
Whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take to resolve or remedy the situation.
Possible outcomes may include an explanation or apology, corrective action in our processes, practical steps to put things right where possible, or other resolutions appropriate to the circumstances.
Stage 4: Escalation
If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed at a higher level within Brixton Man and Van. At this stage, a senior member of staff will reconsider the complaint, the investigation and the response already provided.
We will review whether the procedure was followed correctly, whether the findings remain reasonable and whether any further steps are appropriate. A final response will then be issued. This represents the end of our internal complaints process.
6. Time Limits for Complaints
To enable a thorough investigation, we ask that complaints are raised within a reasonable period after the date of the move or the date when the issue became apparent. Complaints made long after the event may be more difficult to investigate fully, particularly where staff or records are no longer available.
7. Claims Relating to Loss or Damage
If your complaint involves possible loss or damage to your belongings or to property at either the collection or delivery address, it is important that you notify us as soon as possible.
We may ask you for additional information, such as photographs, proof of value or repair estimates. Providing detailed information early on helps us to assess your claim accurately and respond more quickly.
8. How We Use Complaints to Improve Our Service
All complaints are recorded and monitored to help us identify trends and recurring issues. We regularly review this information to improve how we plan and deliver removals and man and van services.
Improvements may include additional staff training, changes to packing and handling procedures, better route planning, updated customer information and revised booking processes.
9. Confidentiality and Data Protection
We treat all complaints in confidence and only share information within the company as necessary to investigate and resolve the matter. Any personal information you provide will be handled in line with applicable data protection requirements and used only for managing your complaint and improving our services.
10. Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the range of removal and man and van services we provide. Updated versions will apply to all new complaints from the date of publication.
Brixton Man and Van is committed to handling complaints fairly and using them to strengthen the reliability, safety and professionalism of our moving services.
