Man and Van Bickley Complaints Procedure

Man and Van Bickley is committed to providing a professional, reliable removal and man and van service. We aim to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and accessible route to raise a complaint about any aspect of our moving, collection, delivery, packing, or storage-related services. It also helps us learn from feedback so we can continually improve the way we operate.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about the conduct, punctuality, or attitude of our drivers, porters, or customer service staff.

Issues with the quality of the move, such as handling of goods, loading, unloading, or transport of items.

Disputes about charges, quotations, waiting time, parking fees, or additional services supplied.

Alleged loss of or damage to property or premises during a move.

Any failure to follow agreed instructions, schedules, or documented terms and conditions.

We encourage customers to raise any concern as early as possible so that we can address it promptly and effectively.

How to Make a Complaint

You may raise a complaint verbally or in writing. While we will accept and deal with verbal complaints, we recommend that you put your concerns in writing. Written complaints help to avoid misunderstandings and ensure that all details are recorded accurately.

When making a complaint, please include the following information where possible:

Your full name and the address where the service was carried out.

The date and approximate time of the move or collection.

Your booking reference or any job details you were given at the time of booking.

A clear description of the issue, including what happened, when it happened, and who was involved.

Details of any damage, loss, or additional costs incurred, together with supporting evidence such as photographs or receipts where available.

How you would like us to resolve the matter, if you have a preferred outcome in mind.

If you make a complaint verbally, we may ask you to confirm it in writing so that we can maintain a clear record of the details.

Time Limits for Complaints

To help us investigate thoroughly, we ask that any complaint relating to the service is raised as soon as reasonably possible. Where your complaint involves alleged loss of or damage to goods or property, you should notify us as soon as you become aware of the issue. The sooner we receive full details, the more effectively we can investigate and, where appropriate, resolve the matter.

Our Complaints Handling Process

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it. We will usually do this within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and explain what will happen next.

Stage 2: Investigation

Your complaint will be reviewed by a member of our management team who is independent of the crew or staff directly involved wherever possible. The investigation may include:

Reviewing your booking details and any correspondence.

Speaking to the driver, porters, or staff members concerned.

Examining photographs, inventory lists, or other evidence you provide.

Assessing our internal records, including vehicle logs and job sheets.

We aim to complete our investigation and provide a detailed response within a reasonable period. If the matter is complex or requires more time, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

When our investigation is complete, we will send you a written response. This will normally include:

A summary of your complaint and the issues we have considered.

An explanation of our findings and any relevant evidence.

Our decision on whether your complaint is upheld in full, in part, or not upheld.

Details of any proposed resolution or remedy.

Depending on the circumstances, a resolution may include an apology, an explanation, practical steps to put things right, or a financial remedy where this is considered appropriate and in line with our terms and conditions and any applicable law.

If You Remain Dissatisfied

If you are not satisfied with our response at Stage 3, you may request that the complaint is reviewed again by a senior member of our team. In your request, please set out which aspects of the decision you disagree with and provide any additional information that you feel has not been considered.

The senior review will usually focus on whether the complaint was handled fairly, whether the investigation was thorough, and whether the outcome was reasonable in light of the evidence available. Following this further review, our decision will be confirmed to you in writing.

Our Commitment to Fairness and Confidentiality

We treat all complaints seriously and handle them in a professional and impartial manner. We will not treat you less favourably or withdraw services simply because you have raised a complaint in good faith. Where necessary, we may seek expert or independent opinions to help us investigate complex issues, such as disputed damage to property.

Information you provide when making a complaint will be handled in line with our privacy practices. Details will only be shared internally with staff who need them to investigate and respond. We will retain records of complaints and their outcomes so we can monitor performance and improve our services across our operating area.

Using Feedback to Improve Our Moving Services

Complaints and feedback, whether about local moves, longer-distance journeys, or specialist removal services, play an important role in helping us maintain and improve our standards. We regularly review the nature and frequency of complaints to identify trends, training needs, and any changes required to our processes, equipment, or communication with customers.

By following this complaints procedure, Man and Van Bickley aims to resolve concerns constructively and to continue developing a reliable, customer-focused removal and man and van service for all clients in our service area.



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Choose our Award-winning Man and Van Bickley

To guarantee that you are going to receive the best service and at the best possible price, contact our team today. We’ll put your mind at rest that not only are your goods going to be safely transported with our man with van service, but that you’ll be receiving the most affordable pricing. In fact, we even offer a free estimate so you don’t have to book anything initially and can just find out exactly how exceptional our man and van Bickley services.

Transit Van 1 Man 2 Men
Per hour /Min 2 hrs/ from £60 from £84
Per half day /Up to 4 hrs/ from £240 from £336
Per day /Up to 8 hrs/ from £480 from £672

Contact us

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

Street address: 37 College Rd
Postal code: BR1 3PU
City: London
Country: United Kingdom

Latitude: 51.4117300 Longitude: 0.0143640
E-mail:
[email protected]

Web:
Description: We guarantee 100% satisfaction of our professional man and van services in Bickley, BR1. Get in touch with us today!
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