Complaints Procedure for Man with Van Richmond

Man with Van Richmond is committed to providing a reliable, professional and respectful removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat every complaint seriously and use all feedback to improve our man and van and removal services. Our aims are to:

Listen carefully to your concerns and understand what went wrong from your perspective.

Respond promptly, politely and clearly.

Investigate the matter thoroughly and fairly.

Put things right where we are at fault, within what is reasonable and proportionate.

Use the outcome to improve our processes, training and overall customer experience.

What is a Complaint

A complaint is any expression of dissatisfaction about our services, vehicles, drivers, porters, booking process, charges, handling of your belongings, punctuality, conduct of staff or any other aspect of our operations where you feel we have not met your expectations or our stated standards.

You do not need to use specific wording or formal language for your concern to be treated as a complaint. If you are unhappy and want us to look into something, we will regard it as a complaint and manage it under this procedure.

How to Make a Complaint

You may make a complaint in writing or verbally. Wherever possible, we encourage you to contact us in writing so that we have a clear record of your concerns and the details of your move, such as the date of service, addresses involved, and a description of the issue. However, if you prefer to speak to us, we will still record the details of your complaint on our system.

When submitting a complaint, please include:

Your full name and the name under which the booking was made.

The date and approximate time of the move or service.

The collection and delivery locations.

A clear description of the issue or incident.

Details of any damage, loss or inconvenience suffered.

Any supporting information you feel is relevant, such as photographs of damage or copies of documents.

Time Limits for Raising a Complaint

To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises.

For service quality concerns, such as punctuality, behaviour or conduct, we recommend that you contact us within 7 days of the service.

For damage or loss to items, we recommend that you contact us as soon as you become aware of the issue and no later than 7 days after the service date, so that we can investigate and assess the situation while information is still recent.

We will consider complaints raised after these timeframes, but the delay may limit the options available for investigation and resolution.

Our Complaints Handling Stages

We seek to resolve most issues quickly and informally. Where this is not possible, a more detailed review will be carried out. Our process usually follows these stages.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will review the information provided, check the booking records, speak to the team members involved and, if needed, ask you for any further details or evidence that may assist our investigation.

Our goal at this stage is to understand what has happened, whether our service fell short of the standards we aim to provide, and how we can address the matter promptly.

Stage 2: Investigation and Outcome

A manager or suitably authorised person will investigate your complaint. This may involve speaking to staff who attended your move, reviewing route logs, inventories, job notes and any photographs or written evidence.

Following the investigation, we will provide a written response setting out:

A summary of your complaint.

What we have investigated and the information we have considered.

Our findings on whether our service met our standards.

Any actions we propose to take to put things right, where appropriate.

We aim to provide a full response within a reasonable timeframe. If the matter is complex and requires more time, we will keep you informed of progress.

Stage 3: Further Review

If you are not satisfied with the outcome at Stage 2, you may request a further review. In this case, another senior member of our team, who has not been directly involved in the original investigation, will reassess your complaint, the evidence, and the decision reached.

Following the review, we will confirm whether the original outcome is upheld, amended or overturned and explain the reasons for this decision.

Possible Resolutions

Depending on the nature of the complaint and our findings, possible resolutions may include:

A written apology and explanation.

Corrective action, such as additional assistance or a re-visit where feasible.

A goodwill gesture where appropriate and proportionate.

Consideration of a partial or full refund where we are clearly at fault and where this is justified by the circumstances.

Where a complaint relates to damage or loss, we will review it in line with our service terms, any agreed limits of liability, and information provided at the time of booking.

Unreasonable or Abusive Behaviour

We expect all customers and staff to treat each other with respect. While we are committed to addressing complaints fairly, we will not tolerate abusive, threatening or discriminatory language or behaviour. In such cases, we may limit contact to written correspondence or, in extreme situations, decline to continue providing services.

Using Feedback to Improve Our Service

Every complaint, whether small or significant, is an opportunity for us to improve. We regularly review complaints to identify any recurring issues in our removal and man and van operations, including staff training needs, vehicle allocation, booking processes and communication before and during moves.

By monitoring and learning from feedback, we aim to reduce the likelihood of similar issues reoccurring and to uphold high standards of customer care across all jobs, from single-item moves to full home or office relocations.

Final Note

This complaints procedure is intended to be fair, transparent and accessible. If anything in this document is unclear or you require assistance in raising a complaint, we will do our best to help you. Our priority is to resolve issues constructively and maintain the trust of our customers across our service area.