Complaints Procedure for Man with Van Richmond Removal Services

This complaints procedure explains how Man with Van Richmond handles concerns and complaints about our removal and man and van services. Our aim is to provide a clear, fair and timely process so that any issues are addressed professionally and used to improve our service.

1. Our Commitment to Resolving Complaints

We are committed to dealing with complaints in a way that is transparent, courteous and efficient. We will always:

Listen carefully to your concerns, treat every complaint seriously, aim to resolve matters at the earliest possible stage, and use the outcome of complaints to improve our removal services and customer experience.

2. What This Procedure Covers

This procedure applies to complaints about any aspect of our work as a man and van removal provider, including local and longer-distance moves, packing assistance where agreed, loading and unloading, punctuality and conduct of staff, damage to property or belongings, and billing, quotes and payment issues.

This procedure does not cover general enquiries, requests for quotes, or positive feedback. Those should be raised through our usual contact channels.

3. Informal Resolution in the First Instance

Where possible, we encourage you to raise any concern as soon as it arises so that it can be resolved quickly and informally. Many issues can be addressed immediately during or shortly after the move.

If you are unhappy during the job, please speak to the driver or team leader on site, explaining clearly what the issue is and what you would like us to do. They will do their best to resolve the matter straight away, within the limits of their authority and the agreed service.

4. How to Make a Formal Complaint

If your concern is not resolved informally, or if you prefer not to raise it on the day, you can submit a formal complaint. To help us investigate thoroughly, please include:

Your full name and contact details, the date of your move and any reference you have been given, a clear description of the issue, including where and when it occurred, details of any damage, loss or service failure, and what outcome or resolution you are seeking.

We recommend you submit your complaint in writing, so there is a clear record of your concerns. Please provide photographs or supporting information where relevant, particularly for any alleged damage or loss.

5. Time Limits for Reporting Complaints

To allow us to investigate effectively, complaints should normally be raised within 7 days of the service being provided. Issues relating to damage or loss of items should be reported as soon as possible, and no later than 48 hours from completion of the move wherever feasible.

We may still consider complaints raised after these timeframes, but our ability to investigate and offer remedies may be limited if significant time has passed.

6. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time, typically within 3 to 5 working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

7. How We Investigate Complaints

We will complete a fair and objective investigation. This may involve reviewing your booking details and any written communication, speaking to the driver and removal team involved, examining photographs or other evidence provided by you or our staff, and, where necessary, clarifying any points with you so that we fully understand the circumstances.

We may contact you to request further information that is needed to complete our review. Please respond as promptly and clearly as possible so we can progress the investigation without unnecessary delay.

8. Response Time and Outcome

We aim to provide a full written response to your complaint within 20 working days of acknowledging it. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Our response will explain the findings of our investigation, whether your complaint has been upheld in full, in part or not upheld, and what, if any, remedial action we will take.

9. Possible Remedies

Where your complaint is upheld, appropriate remedies may include an apology and explanation, practical steps to put things right where possible, a review of internal procedures or staff training, and, where applicable and at our discretion, a financial remedy or contribution, taking into account the terms and conditions agreed at the time of booking.

Any remedy will be based on the evidence available, the scope of our responsibility, and the specific circumstances of your case, in line with our terms of service.

10. If You Are Not Satisfied With Our Response

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed again. In doing so, please explain why you disagree with the decision or outcome, and provide any new information that you believe has not been considered.

We will review your case, and, where appropriate, a different member of the management team will reassess the complaint. You will receive a further written response explaining our final position.

11. Using Feedback to Improve Our Service

All complaints and outcomes are recorded and monitored. We regularly review this information to identify trends, areas for improvement and training needs. This enables us to enhance the quality, safety and reliability of our removal services and to reduce the likelihood of similar issues occurring in the future.

12. Changes to This Complaints Procedure

Man with Van Richmond may update this complaints procedure from time to time to reflect changes in our services, internal policies or applicable guidance. The version in force at the time you raise your complaint will apply to your case.

If you have any questions about this procedure, please contact us using our standard contact details and state that your enquiry relates to the complaints procedure for our man and van removal services.