Complaints Procedure

Man With a Van Richmond Complaints Procedure

Man With a Van Richmond is committed to delivering reliable and professional moving and removal services. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns with us, how we will deal with your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to provide a service that meets or exceeds your expectations on every move. When something goes wrong, we take it seriously. We use complaints to review our performance, improve our processes, and ensure that similar issues are less likely to occur in future. We will always treat you fairly, listen carefully to your concerns, and respond in a clear and timely manner.

What This Procedure Covers

This complaints procedure applies to all services provided by Man With a Van Richmond, including house moves, flat moves, office relocations, student moves, furniture collection and delivery, and any related packing or loading services. It covers issues such as service quality, conduct of staff, timeliness, handling of belongings, communication, and billing concerns.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. You might wish to complain if you believe that we have:

Failed to deliver a service as agreed, caused loss or damage to your belongings, arrived late or missed an agreed time slot, behaved in an unprofessional manner, given unclear or inaccurate information, charged incorrectly or not explained charges properly, or handled your booking or enquiry poorly.

We encourage you to let us know about any concern as soon as possible so that we can try to resolve it quickly.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us understand the issue clearly and allow us to keep an accurate record of what has happened and how it is resolved.

When you contact us, please include:

Your full name, the date of your move or scheduled service, the collection and delivery locations, a clear description of what went wrong, any relevant reference such as an invoice or booking number, and any supporting information, such as photos of damage or copies of written communication.

Providing as much detail as you can will help us investigate your complaint more efficiently and reach a fair outcome.

Time Limits for Complaints

We ask that you raise any complaint as soon as possible after the issue occurs. In particular, if your complaint involves loss or damage to property, please make sure you notify us promptly so that we can review the circumstances and, where relevant, inspect the items. If there are any specific time limits linked to an insurance arrangement or separate terms agreed with you, those will also apply alongside this procedure.

How We Will Respond

When we receive your complaint, we will:

Acknowledge that we have received it, review the details you have provided, investigate the circumstances of your move or booking, and contact you if we need further information. We will then provide you with a response explaining our findings and, where appropriate, what we propose to do to put things right.

We aim to respond to all complaints as promptly as we reasonably can. More complex issues may take longer to investigate, but we will keep you informed of our progress and let you know if additional time is required.

Investigation Process

Our investigation may include reviewing your booking details, job notes recorded by our team, any photographs, and any messages or documents related to your move. We may also speak with the staff involved to understand what happened on the day. We will consider all information objectively and will not make assumptions without evidence.

Once we have completed our investigation, we will send you a written response that sets out:

The issues you raised, our understanding of the events, the outcome of our investigation, and any proposed next steps or remedies.

Possible Outcomes and Remedies

Depending on the circumstances, potential outcomes may include:

An explanation or clarification of what happened, an apology where we consider it appropriate, corrective action to address any ongoing issue, a goodwill gesture, or other remedies that we believe are fair in light of the situation and any applicable terms and conditions.

If your complaint involves damage or loss, any remedy may be subject to the terms and limits of liability set out in the agreement for your removal service and any applicable insurance arrangements. We will explain these clearly when we respond.

If You Are Not Satisfied With Our Response

If you feel that your complaint has not been resolved fairly, you can ask us to review the decision. In your request for a review, please explain why you disagree with our response and provide any additional information that you believe is relevant.

We will then arrange for a further review, which may be conducted by a different person or by a senior member of our team. After this review, we will provide a final response setting out our position.

Our Expectations of You

We understand that moving can be stressful, particularly when problems occur. We will always aim to deal with you respectfully and courteously, and we ask that you do the same with our team. Providing clear, accurate information and responding to our questions promptly helps us resolve your complaint more quickly and fairly.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to learn and improve. We regularly review the complaints we receive to identify patterns, recurring issues, or areas where our moving and removal services can be strengthened. Feedback from our customers helps us improve staff training, refine our procedures for handling belongings, and enhance communication around bookings, timings, and charges.

Changes to This Complaints Procedure

Man With a Van Richmond may update this complaints procedure from time to time to reflect changes in our services, internal processes, or relevant guidance. Any revised procedure will apply to complaints raised after the updated version is published.

If you have any questions about this complaints procedure or are unsure how to raise a concern about a recent move or booking, please contact us so we can guide you through the process.