Complaints Procedure

Complaints Procedure for Bermondsey Man and Van

Bermondsey Man and Van aims to provide a dependable and professional removals service. We recognise that, on occasion, customers may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Resolving Complaints

We take all complaints seriously and use them to improve our man and van and removal services. We are committed to investigating matters thoroughly, responding in a timely and fair way, and keeping you informed throughout the process. We will always treat you with respect and expect our team members to be treated in the same way.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service or conduct, whether it arises before, during, or after a move. Examples include concerns about punctuality, handling of belongings, behaviour of team members, quality of packing or transport, or how we have communicated with you. If you are unsure whether your concern is a complaint, you are encouraged to raise it so that we can clarify and assist.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If a problem occurs on the day of your move or during a scheduled service, please speak to the team leader on site as soon as you notice it. They will try to resolve matters immediately where possible. If your concern arises before or after the move date, you can contact our office to discuss the issue and seek an early resolution.

If the matter is resolved to your satisfaction at this stage, it will normally not be treated as a formal complaint. However, if you remain dissatisfied, or if the issue is more serious, you should use the formal complaints process described below.

Making a Formal Complaint

If you wish to make a formal complaint about Bermondsey Man and Van, please do so in writing. Written complaints help us to understand the matter clearly and to keep an accurate record. When sending your complaint, include the following information where possible:

• Your full name and a way for us to contact you
• The date and location of the move or service
• A clear description of what happened and when
• The names of any staff involved, if known
• Any supporting information such as photographs or inventories
• What outcome you are seeking, such as an explanation, apology, or review of charges

We encourage you to make your complaint as soon as reasonably possible after the event, so that details are still clear and any evidence is easier to review.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a more detailed response. If we need any further information at this stage, we will let you know.

Investigation Process

Your complaint will be reviewed by a member of our management team who is not directly involved in the matter complained of, wherever possible. The investigation may include:

• Reviewing any booking details, job sheets, or service records
• Speaking with the team members involved in the move
• Considering photographs, inventories, or other documents
• Assessing whether our procedures and terms were followed

We may contact you during the investigation if we need clarification or additional information. This helps us ensure that we properly understand your experience.

Our Response and Possible Outcomes

After the investigation, we will provide you with a written response setting out our findings. This response will explain:

• Whether we uphold your complaint in full, in part, or not at all
• The reasons for our decision
• Any steps we will take to put things right where appropriate
• Any changes we intend to make to our procedures or training

Outcomes may include an explanation, an apology, a review of charges, or other appropriate remedies in line with our obligations and the circumstances of the case.

Timeframes for Handling Complaints

We aim to resolve complaints as promptly as we reasonably can. Straightforward issues may be resolved within a short period, while more complex matters involving damage assessment, third-party input, or detailed review may take longer. If we are unable to provide a final response within the initial timeframe indicated in our acknowledgement, we will update you on progress and let you know when we expect to conclude our investigation.

If You Are Unhappy With the Outcome

If you are not satisfied with our final response, you may contact us again to explain why you remain unhappy and to request a further review. We will then decide whether any additional investigation is appropriate. While we cannot guarantee that our decision will change, we will ensure that your concerns are given full and fair consideration.

Claims Related to Loss or Damage

Complaints involving loss of or damage to items during a move may also be treated as claims under any applicable cover or protection you have with us. In such cases, we may require specific information, such as photographs of damage, proof of value, or evidence of condition before the move. Time limits may apply to such claims, and it is important that you notify us as soon as possible after discovering any issue.

Use of Complaints to Improve Our Service

We review complaints regularly to identify recurring issues and trends. This may result in additional staff training, changes to our procedures, or updates to how we plan and carry out removal and delivery work. Your feedback is an important part of how Bermondsey Man and Van maintains and improves service standards for all customers.

Confidentiality and Data Protection

All complaints are handled in line with our obligations regarding confidentiality and data protection. Information you provide will be used only for the purpose of investigating and resolving your complaint, for training, and for improving our services where appropriate.

Accessibility of This Procedure

This complaints procedure is available to all customers of Bermondsey Man and Van and can be provided in an alternative format upon request. If you have any difficulty making a complaint or need assistance in setting out your concerns, please contact us so that we can help you to do so.