Complaints Procedure

Brompton Man and Van Complaints Procedure

This Complaints Procedure explains how customers of Brompton Man and Van can raise concerns about our removal and related transport services, and how those concerns will be managed. Our aim is to resolve issues fairly, efficiently and transparently so that you feel confident in using our moving services.

Our Commitment to Handling Complaints

Brompton Man and Van is committed to providing a reliable and professional service for home moves, office relocations and man and van bookings. If something goes wrong, we want to know. Complaints are treated as an opportunity to review our performance, improve our processes and maintain high standards across our removal operations.

We will treat every complaint seriously, with respect and without discrimination. We will investigate thoroughly, keep you informed of progress, and give you a clear response within reasonable timeframes.

What This Procedure Covers

This procedure applies to complaints about any aspect of our services, including:

Service quality on moving day, such as punctuality, handling of goods or conduct of our team. Accuracy of booking details, including dates, times, locations and service descriptions. Charges and invoicing for removal and man and van services. Communication before, during or after a move. Any delay, loss or damage to goods related to our services, subject to our separate terms and conditions.

It does not cover general enquiries, requests for quotes, or standard feedback that does not raise a specific concern. Those should be directed to our customer service team through the usual contact methods.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred, as they help us keep accurate records and ensure we understand all the details. Please provide as much information as possible, including:

Your full name and any reference or booking number. The date and location of the service. A clear description of what went wrong. Any relevant supporting information such as inventories, photographs or driver names. What outcome or resolution you are seeking, if you have a particular request.

If you make a complaint verbally, we may ask you to confirm key details in writing so that we can record them correctly.

Timescales for Raising a Complaint

To enable a fair investigation, we ask that you raise any complaint as soon as possible after the service took place. Complaints about loss or damage to goods should normally be made promptly once you become aware of the issue, in line with any time limits set out in our terms and conditions.

While we will always try to assist, delays in notifying us may affect our ability to investigate fully or to offer certain forms of redress.

Our Complaints Handling Process

Once we receive your complaint, we follow a structured process designed to be clear and fair:

1. Acknowledgement: We will acknowledge your complaint within a reasonable period, normally within five working days of receipt. At this stage we may ask for further information to help us understand the matter fully.

2. Investigation: Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue you are raising wherever possible. They may contact you to clarify points, request evidence or discuss what happened on the day of your move.

3. Assessment: We will review all relevant information, including booking records, job sheets, vehicle logs and any statements from staff. We will consider whether our service met our internal standards and contractual obligations.

4. Response: After completing our investigation, we will send you a written response explaining our findings. Where a complaint is upheld in whole or in part, we will also outline any remedial actions or proposed resolution.

Response Times

We aim to provide a full written response to your complaint within 20 working days of acknowledgement. If, due to the complexity of the matter or the need to obtain additional information, we cannot meet this timescale, we will let you know and give an updated timeframe.

Our focus is on conducting a careful and balanced review rather than providing rushed decisions. However, we will always try to minimise delay and keep you informed of progress.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

An explanation of what happened and why. An apology where our service has fallen below the standard we aim to provide. Practical steps to remedy a problem where possible. A goodwill gesture, refund or other form of redress, where appropriate and in line with our terms and conditions. Confirmation of changes to our internal procedures or staff training to prevent similar issues in future.

Not all complaints will result in financial compensation. Any offer will depend on the circumstances of the case, the evidence available, and the contractual arrangements in place.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may request a review. Please explain why you remain dissatisfied and highlight any information you believe has not been considered.

A more senior member of our team will review the original decision, the information provided, and any new points raised. Following this review, we will issue a final response, normally within 15 working days of your request for escalation.

Recording and Monitoring Complaints

All complaints are logged and recorded so that we can monitor performance and identify trends across our removal services. We review complaints data regularly to highlight areas where training, process changes or additional checks may be required.

By analysing complaint patterns, we work to reduce the likelihood of similar issues occurring in future and to improve the overall quality and reliability of Brompton Man and Van services.

Confidentiality and Data Protection

Information you provide in connection with a complaint will be handled in accordance with applicable data protection laws and our privacy practices. Details will be shared only with those who need them to investigate and resolve the matter, or where we are legally required to disclose them.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, legal requirements or best practice.

By using the services of Brompton Man and Van, you acknowledge that you have had the opportunity to read this procedure and understand how to raise any concerns about the service you receive.