Complaints Procedure for Man with Van Richmond upon Thames

Man with Van Richmond upon Thames aims to provide a reliable, professional and considerate removals and delivery service. We recognise that occasionally things can go wrong, and when they do, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, what you can expect from us, and the steps we will take to resolve issues fairly and promptly.

Purpose and Scope

This complaints procedure applies to all services provided by Man with Van Richmond upon Thames, including local moves, small house and flat removals, single-item and multi-item transport, and associated loading and unloading services. It covers complaints made by private customers and business clients about any aspect of our service, including conduct of staff, quality of work, handling of belongings and administrative matters such as bookings and payments.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our service, the behaviour of our team, or any failure to follow agreed arrangements. This includes issues such as delays, damage to property or goods, poor communication, incorrect documentation, or concerns about how your booking was handled.

How to Raise a Complaint

We encourage customers to raise any concern as soon as possible so we can respond quickly. You may make a complaint verbally to a member of our team at the time of the service, or contact our office afterwards. When raising a complaint, please provide as much relevant information as you can. This may include your full name, the date of the service, your collection and delivery locations, a clear description of what went wrong, and any supporting details such as photographs or item descriptions.

If your complaint relates to an ongoing move or collection, please tell the driver or team member on site in the first instance so they have a chance to resolve the issue immediately where possible.

Information We May Request

To investigate your complaint properly we may ask you for additional information. This can include confirmation of times and locations, item inventories or packing lists if available, photographs of any damage, copies of receipts or job confirmations, and a clear explanation of the outcome you are seeking. Providing this information helps us to assess the situation accurately and respond more effectively.

Our Complaint Handling Stages

We follow a structured process to ensure all complaints are handled fairly and consistently.

Initial review: Once we receive your complaint, we will record it and carry out an initial review. We will aim to acknowledge your complaint within a reasonable timeframe and let you know that it is being investigated.

Investigation: A member of our management team will review the details of your complaint. This may involve speaking to the driver or removal staff who attended, checking booking notes and job sheets, and reviewing any photographs or other evidence you have provided.

Response: After the investigation is complete, we will provide you with a clear response. We will explain our understanding of what happened, whether we uphold your complaint in full or in part, and any actions we propose to take.

Follow up: If you remain unhappy after our initial response, you may ask for a further review by a senior member of our team. We will then reassess the complaint and either confirm our previous decision or propose an alternative resolution.

Timeframes

We aim to handle all complaints as quickly as reasonably possible. Timeframes may vary depending on the complexity of the issue, the availability of staff involved in the move, and the time taken to obtain all necessary information. Where an investigation is likely to take longer, we will try to keep you updated on progress.

Possible Outcomes and Remedies

Where we find that we are at fault, we will seek to offer a fair and appropriate remedy. Depending on the circumstances, this may include an apology and explanation, corrective action during an ongoing job, revisiting a property to complete agreed work, reviewing our internal procedures or staff training, and where appropriate, discussing compensation in line with our terms and conditions.

If your complaint relates to damage or loss of items, we will assess it with reference to any applicable terms you agreed to at the time of booking, including any limitations or exclusions of liability. We may ask for photographs and any supporting documents to help with this assessment.

Your Responsibilities

To help us resolve your complaint fairly and efficiently, we ask that you raise concerns promptly, provide accurate and complete information, keep any relevant evidence such as photos or receipts, and communicate with our team courteously. We will not tolerate abusive or threatening behaviour towards our staff, and in serious cases we may decline to deal with a complainant who behaves in this manner.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared within Man with Van Richmond upon Thames on a need-to-know basis for the purpose of investigating and resolving your complaint. Any personal data you provide will be processed in line with applicable data protection requirements.

Continuous Improvement

We take all complaints seriously and use them as an opportunity to improve our removals and transport services. Trends and recurring issues are reviewed so that we can identify areas where procedures, training or communication should be strengthened. Our aim is to reduce the likelihood of similar problems occurring in the future and to maintain a consistently high standard of service for customers in our operating area.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of services offered by Man with Van Richmond upon Thames. We may update the procedure from time to time to reflect changes in our operations, industry practice or legal requirements.