Beckenham Man and Van Complaints Procedure

Beckenham Man and Van is committed to delivering reliable, professional and courteous removals and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our service for future moves.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our service, including home removals, office moves, packing, loading and unloading, or storage-related handling. It also sets out how we will investigate your complaint, how long this is likely to take, and what you can expect from us at each stage.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Beckenham Man and Van, whether the service was carried out directly by our own team or by a third party acting on our behalf. This may include issues such as:

Service delays or missed arrival windows for your move day.

Conduct, attitude or behaviour of our drivers, porters or office staff.

Damage to property, belongings or buildings during loading, transit or unloading.

Disagreements about quotes, charges, invoicing or payment terms.

Failure to follow agreed instructions relating to packing, handling or delivery.

Any other concern where you feel we have not met the standards promised when you booked your removal or man and van service.

How to Raise a Complaint

You may raise a complaint verbally or in writing. We recommend setting out your concerns in writing wherever possible so that we have full and clear details of what has happened. When submitting a complaint, please provide the following information:

Your full name and preferred method of contact.

Your booking reference or job number if available.

The date and location of the move or service.

A clear description of what went wrong and how it has affected you.

Details of any conversations already held with members of our team.

Any supporting information, such as photographs of damage, inventories, or written notes.

Please raise your complaint as soon as possible after the issue arises. For complaints involving possible damage or loss, we ask that you notify us within a reasonable time frame after the completion of your move so that a proper assessment can be made.

Our Complaint Handling Stages

We aim to deal with all complaints promptly, fairly and consistently. Our process generally follows the stages below.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will record the details and acknowledge receipt. We will normally confirm that we have received your complaint within a reasonable period of time. At this stage we may request further information to ensure we fully understand your concerns before starting our investigation.

Stage 2: Investigation and Review

Your complaint will be reviewed by a member of our management team who has not been directly involved in the issue where possible. The investigation may include:

Reviewing your booking details, inventory and move plan.

Speaking with the crew members or staff involved in your move.

Assessing any photos, notes, or other documents you have supplied.

Checking vehicle logs or records relevant to your case.

We aim to complete our investigation within a reasonable time, depending on the complexity of the matter and the need to gather information from any third parties. If additional time is required, we will let you know.

Stage 3: Outcome and Response

Once our investigation is complete, we will write to you with our findings and the outcome. Our response will usually include:

A summary of the issues you raised.

An explanation of what we have investigated and the information we have considered.

Our decision on whether your complaint is upheld, partially upheld or not upheld.

Details of any proposed remedies or next steps.

Where we find that we have fallen short of the standards you are entitled to expect, we will look at appropriate ways to put things right. This may include an apology, corrective action in relation to your move, or other remedies depending on the specific circumstances and the terms of your removal agreement.

Escalation of Your Complaint

If you are not satisfied with the outcome at the first stage, you may ask for your complaint to be escalated. Your case will then be reviewed again, normally by a more senior member of our team. We may revisit our earlier findings and request further details from you or from those involved in providing the service.

Following this review, we will issue a final response explaining whether any aspect of our original decision has changed and setting out our final position on the matter.

Complaints Relating to Loss or Damage

For complaints involving possible loss or damage to your belongings or property, it is important that you tell us as soon as you become aware of a problem. Where practical, please retain any damaged items for inspection. We may also ask for photographs and, where relevant, confirmation of the condition and value of the items before the move.

Any remedies relating to loss or damage will be considered in line with the terms and conditions provided at the time of booking, including any limits on liability that apply to the particular service you have chosen.

How We Use Complaint Feedback

We view complaints as an important opportunity to improve our removals and man and van services. All complaints are recorded and monitored to identify recurring issues, training needs, or changes required to our procedures. This helps us to deliver a safer, more efficient and more professional service to customers planning moves in and around our usual service areas.

Confidentiality and Data Protection

All complaints are handled in a confidential manner. Information will only be shared within the business on a need to know basis for the purpose of investigating and resolving your concerns. We will handle your personal information in line with applicable data protection requirements.

Review of this Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our business, our services, or legal and regulatory requirements. The version published on our website will always be the most current version. If your complaint is already being investigated when an update takes place, it will continue to be handled under the procedure that applied when you first raised it.

We appreciate you taking the time to tell us about your experience. Your feedback plays an important part in helping Beckenham Man and Van maintain and improve the quality of our removals and man and van services.