Complaints Procedure for Man With a Van Richmond upon Thames

This complaints procedure explains how customers of Man With a Van Richmond upon Thames can raise concerns about our removal and transport services, and how we will respond. We are committed to dealing with all complaints fairly, consistently and promptly, and to using feedback to improve our services.

Our Commitment to You

We aim to provide a reliable and professional man and van service for home moves, office moves and item transport. If something goes wrong, we want to know about it so that we can put matters right and prevent similar issues in future.

When you make a complaint, we will:

Listen to your concerns carefully, treat you with respect, and handle your complaint in a transparent and impartial manner.

Acknowledge your complaint, investigate it thoroughly, and provide a clear response within a reasonable timeframe.

Where appropriate, offer practical solutions or remedies to resolve the issue.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. This may relate to:

The standard or quality of our removal or man and van services.

Damage to property or belongings associated with a move or transport service.

Delays, missed appointments or scheduling issues.

Conduct, attitude or professionalism of our staff or contractors.

Communication before, during or after a booking.

Charges, invoices or other aspects of our pricing once clearly agreed.

How to Make a Complaint

We encourage you to raise any issue as soon as possible so that we can address it quickly. You can make a complaint in the following way:

Speak to the team on the day of the move or service, explaining what has gone wrong and what outcome you are seeking. In many cases, problems can be resolved immediately on site.

If the issue cannot be resolved at the time, or you prefer not to raise it in person, you can submit a written complaint. Please include:

Your full name and the address where the service took place.

The date of the service and any relevant booking reference details you may have.

A clear description of your complaint, including what happened, when it happened and who was involved.

Details of any damage, supported by photographs where possible.

What you would consider a fair resolution.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that:

Service related complaints are raised as soon as possible and normally within 14 days of the date of the service.

Complaints about loss or damage to goods are raised as soon as they are discovered, and within a reasonable period after completion of the move or transport.

We may still consider complaints made after these times, but our ability to investigate fully may be reduced.

Our Complaints Handling Stages

We operate a simple, clear complaints process consisting of two main stages.

Stage 1: Initial Review and Response

Once we receive your complaint, we will:

Acknowledge receipt and confirm that we are looking into the matter.

Review all relevant information, such as booking details, job notes and staff comments.

Where necessary, contact you to clarify the details of your complaint.

We aim to provide a full response as soon as reasonably possible. The response will explain our understanding of the complaint, the findings of our review, and any proposed resolution or next steps.

Stage 2: Further Review

If you are not satisfied with the Stage 1 outcome, you can request a further review. In this case we will:

Reassess the complaint, including any new information you provide.

Ask a more senior member of the team to review the initial decision where appropriate.

Provide a final response that sets out our position and the reasons for it.

Following this stage, our internal complaints procedure will normally be considered exhausted.

Possible Outcomes and Remedies

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

An explanation or further information about what happened and why.

An apology where we have not met our usual standards.

Corrective action, such as revisiting a job, adjusting arrangements or updating records.

Where appropriate and at our discretion, a goodwill gesture or contribution toward costs.

Any remedies offered will take into account our terms and conditions and any applicable limits on liability agreed at the time of booking.

Complaints Involving Damage or Loss

If your complaint relates to damage or loss, we may ask for supporting evidence to help us assess the situation. This might include photographs, proof of value or repair estimates. We may also need access to the property or items to inspect them. All such information will be handled with care and only used for the purpose of investigating the complaint.

Fairness, Confidentiality and Data Protection

We will handle your complaint fairly and without discrimination. We will keep details of your complaint and any personal information you provide confidential, and will only share them within our business as necessary to investigate and resolve the matter. We store and process personal data in line with relevant data protection principles.

Using Feedback to Improve Our Service

Every complaint or concern raised helps us to review how we operate our man and van and removal services. We regularly analyse feedback and complaints to identify patterns, improve training, update processes and enhance the overall customer experience.

By following this complaints procedure, we aim to resolve issues quickly, learn from them and continue to offer a reliable and careful removal service to our customers.