Man with Van Richmond Complaints Procedure

Man with Van Richmond is committed to providing a reliable and professional removal service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can make a complaint, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and aim to resolve them promptly, fairly, and consistently. We will always treat you with courtesy and respect, listen carefully to your concerns, and keep you informed while we review your complaint. Where we have made a mistake, we will acknowledge it and work with you to reach a suitable resolution.

What This Procedure Covers

This procedure applies to complaints about our services as a man and van and removal company, including but not limited to local moves, small house and flat removals, office relocations, and collection and delivery of items. It covers issues such as service quality, staff conduct, punctuality, handling of goods, and communication before, during, or after a move.

This procedure does not cover complaints about third parties that are not under our control, such as external storage facilities or services arranged directly by you with other providers.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where you believe that:

We have not delivered the service you reasonably expected; our staff or representatives have not behaved appropriately; your goods have been damaged or lost; or we have not met our agreed terms, such as timings, pricing, or specific instructions.

We encourage you to raise issues as soon as possible so they can be addressed promptly, ideally at the time of the move or shortly afterwards.

How to Make a Complaint

You can make a complaint in the following ways:

Verbally, by speaking directly to a member of our team on the day of your move and clearly stating that you wish to make a complaint. In writing, by sending a clear description of your concerns, including relevant dates, addresses, booking details, and any supporting information you wish to provide.

We recommend submitting your complaint in writing where possible, as this helps us to understand the details fully and to keep an accurate record of our communication with you.

Information We Need From You

To investigate your complaint effectively, please provide the following information where relevant:

Your full name and contact details; the date and approximate time of your booking and removal service; the addresses involved in the move; a clear description of what went wrong and when it happened; names or descriptions of any staff involved, if known; and any supporting evidence, such as photographs of damage, inventory lists, or written instructions previously agreed.

The more information you can provide at the outset, the easier it will be for us to review your complaint thoroughly and respond without unnecessary delay.

How We Handle Your Complaint

Once we receive your complaint, we will record it in our internal system and begin our review. We aim to acknowledge your complaint as soon as reasonably possible. We will then investigate by reviewing booking records, speaking to staff involved, examining any photographs or documents you have supplied, and considering the circumstances of your move.

Our objective is to reach a fair and balanced understanding of what happened. We may contact you to ask for further details or clarification to ensure that we have all the information required. We will then decide what action, if any, is appropriate.

Timeframes for Response

We aim to provide a full written response to your complaint within a reasonable period from the date we receive all necessary details. If, for any reason, our investigation takes longer than expected, we will let you know and provide an updated timescale. Some complaints, such as those involving alleged damage or complex service issues, may require more time to assess properly.

Possible Outcomes and Resolutions

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

An apology and an explanation of what went wrong; corrective action, such as re-performing part of the service where appropriate; practical steps to prevent a similar issue from occurring again; or, where justified and in line with our terms and conditions, a form of financial remedy.

We will set out our decision clearly and explain the reasons behind it. If we are unable to uphold your complaint in full, we will inform you why and provide any relevant information that led to our conclusion.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may contact us again to request a review. Please explain why you remain dissatisfied and what outcome you are seeking. A different member of our team, where possible, will re-examine the complaint, the initial investigation, and the decision made. We will then provide a final response.

Handling of Claims for Loss or Damage

Where your complaint relates to alleged damage or loss of items during a move, we may ask for photographs, purchase information, or other evidence to assess the claim. Any offer of repair, replacement, or compensation will be considered in line with our service terms, your declared value of goods if applicable, and the condition and age of the items.

We may also consider whether items were packed and prepared appropriately, whether any pre-existing damage was noted, and whether any limitations or exclusions in our service terms apply to your situation.

Data Protection and Confidentiality

All complaints are handled in confidence. Information you provide will only be shared internally with those who need it to investigate and resolve your complaint. We handle your personal data in accordance with applicable data protection requirements. Your information will be stored securely and retained only for as long as necessary for complaint handling and legal or regulatory purposes.

Continuous Improvement

We view all feedback, including complaints, as an opportunity to improve our removal services. We regularly review the complaints we receive to identify trends, training needs, and areas where we can enhance our processes. This helps us maintain a reliable man and van service and provide a better experience for future customers.

Contacting Us About a Complaint

If you wish to raise a concern or make a formal complaint about any aspect of our service, please get in touch using the usual contact channels shown on our website or your booking documents. Please mark your message clearly as a complaint so that it can be directed to the appropriate person for prompt attention.

By following this Complaints Procedure, we aim to resolve issues fairly and transparently, maintain trust in our service, and ensure that every customer of Man with Van Richmond is treated with respect and care.