Complaints Procedure

Man and Van Barking Complaints Procedure

Man and Van Barking is committed to providing a professional and reliable removals service for all customers. We aim to handle every move with care, efficiency and clear communication. However, we recognise that, on occasion, you may feel that we have not met your expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to put things right and to improve our services. We are committed to dealing with complaints promptly, fairly and consistently. You will always be treated with respect, and your complaint will not affect the standard of service you receive from us in the future.

What This Procedure Covers

This complaints procedure applies to any concerns about the services provided by Man and Van Barking, including but not limited to domestic and commercial removals, packing and loading, transport, unloading, and related customer service interactions. It covers issues such as service delays, damage concerns, staff conduct, communication problems, and billing queries.

When to Use This Procedure

You should use this procedure if you are dissatisfied with any aspect of our service and wish to raise it formally. If your concern arises during a removal or at the time of service, we encourage you to speak with the team on site or with our office as soon as possible so that we can try to resolve the matter immediately. If the issue is not resolved to your satisfaction or you prefer not to raise it informally, you can use this complaints procedure.

How to Make a Complaint

You can submit a complaint in writing. Written complaints help us to understand the details clearly and keep an accurate record. When making a complaint, please include the following information so we can investigate effectively:

1. Your full name and the address where the service was carried out.
2. The date of your move or booking, and any reference or invoice number if available.
3. A clear description of what happened, including relevant times and locations.
4. The names or descriptions of any staff involved, if known.
5. Details of any loss, damage or inconvenience you believe you have suffered.
6. Copies of any supporting documents you wish us to consider, such as photographs of damage or written notes.
7. What outcome or resolution you are seeking, if you have a specific proposal.

Time Limits for Making a Complaint

We recommend that complaints are made as soon as reasonably possible so that we can investigate while the details remain clear. Where your complaint relates to loss or damage to goods, you should notify us promptly in line with our terms and conditions. If you are unsure whether you are within time to complain, you are still encouraged to contact us and we will advise you how best to proceed.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your complaint in writing. In this acknowledgement, we may request any further information we require to understand the issue fully.
2. Investigation: A member of our management team will review your complaint. This may include speaking to the staff involved, reviewing job records, checking photographs or notes taken on the day, and considering any documents you have provided.
3. Assessment: We will assess the facts fairly and impartially. If we believe that additional clarification is needed, we may contact you to discuss the situation in more detail.
4. Response: After completing our investigation, we will send you a written response setting out our findings, any actions we propose to take, and, where appropriate, any offer of remedy.

Timeframes for Response

We aim to resolve complaints as quickly as possible. While timeframes may vary depending on the complexity of the matter and the availability of relevant information, our general approach is as follows:

1. We will usually acknowledge your complaint within a reasonable period after receiving it.
2. We will aim to provide a full written response once the investigation is complete. If the matter is complex or we require additional time, we will keep you informed of our progress.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

1. An explanation or clarification of what occurred.
2. An apology where we are at fault or where our service has fallen below our usual standards.
3. Corrective action, such as revisiting a service or putting in place additional measures to prevent a recurrence.
4. Consideration of compensation or reimbursement in line with our terms and conditions and any applicable legal obligations.

If You Are Not Satisfied

If you are unhappy with our final response, you may write to us again explaining why you remain dissatisfied and providing any further information you believe is relevant. We will review your comments, reconsider the matter where appropriate, and inform you whether our original decision stands or whether we are able to offer an alternative solution.

Recording and Using Complaint Information

We keep a record of all complaints received, including how they were resolved. This helps us monitor the quality of our removals service and identify any patterns or areas where improvements may be required. Information from complaints is used internally for training, service development and risk management.

Confidentiality and Data Protection

All complaints are handled in confidence. Details are shared only with those who need to know in order to investigate and respond. Any personal data provided to us in connection with a complaint will be processed in accordance with our data protection obligations and used only for the purposes of reviewing and resolving the issue.

Continuous Improvement

Man and Van Barking aims to deliver a dependable, customer-focused removal service across its operating area. Feedback and complaints play a vital role in helping us maintain and improve our standards. We appreciate the time taken by customers who contact us to raise concerns and we will always strive to respond constructively and professionally.



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Contact us

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

Street address: 2 East St
Postal code: IG11 8EU
City: London
Country: United Kingdom

Latitude: 51.5361780 Longitude: 0.0770790
E-mail:
[email protected]

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