Complaints Procedure

Man and Van Barbican Complaints Procedure

Man and Van Barbican aims to provide reliable and professional moving and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. 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.

Purpose and Scope

This procedure applies to all customers who use our man and van or removal services, whether for home moves, office relocations, item collection and delivery, or related services. It covers complaints about service quality, conduct of staff or drivers, lost or damaged items, adherence to booking details, timing and communication, and charges or invoices.

We treat all complaints seriously and will handle your concerns fairly, consistently and as quickly as reasonably possible.

Principles of Our Complaints Handling

Our approach to complaints is based on the following principles:

Accessibility: The process is clear and simple to use. You can complain in writing by letter or through our online contact methods.

Fairness: We will listen to your account, consider all relevant information and respond without bias.

Confidentiality: We will handle your complaint with appropriate discretion and only share information where necessary to investigate and resolve the issue.

Timeliness: We will acknowledge and respond within set timescales and keep you updated if more time is needed.

Improvement: We use feedback from complaints to review and enhance our moving and handling procedures, staff training, and customer communication.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible after the issue arises, ideally within 14 days of your move or service date. The sooner we receive the details, the easier it is for us to investigate thoroughly.

When submitting your complaint, please provide the following information to help us deal with it efficiently:

Your full name and the address where the service took place.

The date of your removal or man and van service and approximate time.

Details of what went wrong, including any relevant descriptions of events.

Any reference number, booking confirmation or invoice number you may have.

Details of any items that were damaged or lost, including photographs if available.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and allocate it to a member of our team for initial review. We aim to acknowledge your complaint within three working days. This acknowledgement will confirm that we have received your concerns, outline the next steps, and provide an estimated timescale for our response.

Stage Two: Investigation

We will then carry out a thorough investigation. This may involve:

Reviewing your booking details, quotes, and any written communication.

Speaking with the driver or removal team involved in your move.

Examining photographs, inventories or delivery notes, where relevant.

Assessing our internal procedures to determine whether they were followed correctly.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex or requires additional time, we will inform you of the delay and let you know when you can expect a final reply.

Our Response and Possible Outcomes

At the conclusion of our investigation, we will send you a clear response setting out:

A summary of your complaint.

The information we gathered and how we reached our conclusions.

Whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to put things right and to prevent similar issues in future.

Possible outcomes may include an apology, clarification or further explanation, a review or adjustment of charges where appropriate, arrangements regarding damaged or missing items in line with our terms and conditions, and service improvements or staff training where needed.

Stage Three: Escalation

If you are not satisfied with our response at Stage Two, you may request an escalation. You should do this within 14 days of receiving our response, explaining why you remain dissatisfied and what you believe we have not addressed.

At this stage, your complaint will be reviewed by a senior member of our management team who was not directly involved in the original investigation. They will reconsider the details, review our previous findings, and may contact you for further information or clarification.

We will aim to provide an escalated response within 14 working days. This decision will represent our final internal position on the complaint.

Time Limits for Making a Complaint

We ask that complaints relating to our moving or man and van services are raised as soon as reasonably possible. Complaints about service quality or staff conduct should normally be made within one month of the service date. Claims about loss or damage to goods may also be subject to specific notice periods set out in our terms and conditions. While we will always try to assist, delays in notifying us may limit the options available for resolution.

Customer Responsibilities

To help us investigate and resolve your complaint fairly and quickly, we ask that you:

Provide accurate and complete information about your booking and the issues experienced.

Retain any relevant documents, such as inventories, receipts or photographs.

Communicate with our team in a respectful manner.

Respond promptly to any requests for further details or clarification.

Using Feedback to Improve Our Services

Every complaint is an opportunity for us to review how we operate our removal and transport services. We regularly analyse complaint trends to identify areas where we can improve, such as packing and handling procedures, scheduling, staff training, and customer communication. By following this procedure, you help us maintain and raise the standards of our services.

Review of This Complaints Procedure

Man and Van Barbican keeps this Complaints Procedure under regular review to ensure it remains clear, effective and in line with good practice for removal and man and van service providers. Updates may be made from time to time, and the latest version will always apply to new complaints.



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Contact us

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

Street address: 155 Defoe House
Postal code: EC2Y 8ND
City: London
Country: United Kingdom

Latitude: 51.573010 Longitude: -0.082709
E-mail:
[email protected]

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