Man and a Van Richmond Complaints Procedure
Man and a Van Richmond is committed to providing a reliable, professional and fair removals service. We recognise that occasionally things may go wrong, and when they do, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern with us and what you can expect from the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and transparent way for customers to tell us when they are dissatisfied with any aspect of our man and van or removal services. It sets out how we will handle your complaint, the timescales we aim to work to, and how we will keep you informed. This procedure covers services such as local moves, small household removals, office moves and related packing or handling services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, but is not limited to:
Concerns about the standard of our moving, loading or unloading services. Issues with timekeeping, conduct or behaviour of team members. Problems relating to booking, pricing, invoicing or the information you were given. Damage, loss or alleged mishandling of your belongings. Dissatisfaction with how a previous concern or query was handled.
We encourage you to raise any concerns as soon as possible so that we can investigate while details are still recent and accurate.
How to Raise a Complaint
You may raise a complaint verbally or in writing. While we will accept complaints made by phone or in person, we recommend putting your complaint in writing wherever possible so there is a clear record of what has happened.
When raising a complaint, please provide the following information:
Your full name and preferred method of contact. The date and location of the service. A clear description of what happened and what you are unhappy about. Any relevant reference numbers, such as booking or invoice details. Any evidence that may help our investigation, such as photographs, notes or correspondence.
We will treat all complaints fairly and respectfully. Raising a complaint will not affect your right to receive services from us in the future.
Our Complaints Handling Stages
Stage 1 – Informal Resolution
In many cases, complaints can be resolved quickly and informally. If you are unhappy during or immediately after your move, please speak to the team member in charge on the day or contact our office as soon as possible. We will do our best to resolve the issue straight away, for example by clarifying information, adjusting arrangements or taking immediate corrective action where possible.
If you are not satisfied with the response at this stage, or if the matter is more serious, you may ask for your complaint to be handled as a formal complaint under Stage 2.
Stage 2 – Formal Complaint and Investigation
For formal complaints, we will acknowledge receipt within a reasonable timeframe from when we receive your written complaint. The acknowledgement will confirm that we have received your concerns and will explain the next steps in the process.
A manager or a suitably senior member of the team will review your complaint. This may involve:
Checking booking records and service notes. Speaking with the crew or staff involved. Reviewing photographs, messages or other relevant documents. Considering our agreed terms and conditions and any relevant policies.
We aim to complete our investigation and provide a written response within a reasonable period, depending on the complexity of the matter. If we are unable to respond within this timescale, we will let you know and explain the reason for the delay, together with an updated expected timeframe.
Our Response and Possible Outcomes
When we have completed our investigation, we will write to you setting out:
A summary of your complaint and the key points you raised. The steps we took to investigate. Our findings and our decision. Any actions we will take to put things right or to prevent a similar problem in the future.
Depending on the circumstances, outcomes may include an explanation or apology, service improvements, corrective action, or where appropriate and in line with our terms and conditions, consideration of compensation for proven loss or damage. Each case will be considered on its individual facts.
If You Are Still Unhappy
If you remain dissatisfied after receiving our formal response, you may contact us again to explain why you are unhappy with the outcome. We will review your comments and, where appropriate, arrange for a further review by a different senior member of the team, where available. We will then provide a final response. This represents the conclusion of our internal complaints procedure.
Time Limits for Raising a Complaint
To allow us to investigate fairly and effectively, we ask that complaints relating to our moving services are raised as soon as possible and normally within a reasonable time from the date of the service. Complaints about loss or damage should be reported promptly so that we can inspect any items where appropriate and check our records while details remain clear.
Fairness, Confidentiality and Data
All complaints are handled with fairness and without discrimination. Your complaint will be treated in confidence and information will only be shared with those who need it to investigate and respond. We will process any personal information you provide in line with applicable data protection requirements and only for the purpose of handling your complaint and improving our services.
Continuous Improvement
We use the feedback gained through complaints to improve our removals and man and van services. Trends or recurring issues are reviewed so that we can identify training needs, update procedures, and strengthen our planning and communication. By raising any concerns, you help us maintain and enhance the quality of the service we provide to customers across our service area.
This Complaints Procedure does not affect your statutory rights.
