Complaints Procedure

Complaints Procedure for Richmond upon Thames Man and Van

Richmond upon Thames Man and Van is committed to providing a reliable, professional and friendly removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate and resolve issues in a fair and timely manner.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who wish to complain about any aspect of our man and van or removal services. It sets out:

How you can make a complaint
What information we need from you
How we will acknowledge and investigate your complaint
The timescales we aim to work to
What outcomes you can expect
How to escalate your complaint if you remain dissatisfied

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Richmond upon Thames Man and Van. This can include, but is not limited to:

Concerns about how your move or collection was carried out
Issues with punctuality, conduct or behaviour of staff
Disputes about charges or agreed services
Concerns about loss, damage or handling of your belongings
Issues with communication before, during or after your move

How to Make a Complaint

You can make a complaint in writing or by speaking to us. We encourage customers to submit complaints in writing wherever possible, as this helps us keep an accurate record and investigate more effectively.

When making a complaint, please provide the following information:

Your full name
The date of your move or booking
Your booking reference if available
The address where the service was provided
A clear description of what went wrong
Any evidence that may help us investigate, such as photographs or inventory notes
Details of any staff you dealt with, if known
What outcome you are seeking, for example an apology, explanation or review of charges

If you raise a concern during or immediately after a job, please explain that you wish it to be treated as a formal complaint so it can be logged correctly and followed up.

Our Acknowledgement and Initial Response

Once we receive your complaint, we will log it and begin our internal process. We will:

Acknowledge receipt of your complaint as soon as reasonably practical
Provide you with a reference for your complaint for future correspondence
Confirm how we will communicate with you about the matter

In many cases, straightforward issues can be resolved quickly by the team member handling your booking or the manager on duty. Where this is not possible, the complaint will be escalated for a fuller investigation.

Investigation Process

We aim to investigate all complaints thoroughly, fairly and without unnecessary delay. Our investigation may include:

Reviewing booking details, job sheets and any relevant documentation
Speaking to the staff members involved in your move
Reviewing photographs, inventories or notes taken on the day
Considering any previous communication or promises made to you

We will assess what happened, whether our service fell below our expected standards and, if so, what should be done to put things right.

Timescales for Resolving Complaints

We aim to provide a full response to your complaint within a reasonable timeframe. The length of time required may depend on the complexity of the issues and the availability of staff involved. If it becomes clear that the investigation will take longer than we anticipated, we will keep you informed of progress and let you know when you can expect a final response.

Our Response and Possible Outcomes

After investigating your complaint, we will provide you with a clear and written response where appropriate. Our response will normally include:

A summary of your complaint
Details of the investigation carried out
Our findings and any conclusions
Any corrective actions we propose or have already taken

Depending on the circumstances, possible outcomes may include:

An explanation of what went wrong and why
A written or verbal apology
Corrective actions to improve our services or procedures
A review of charges where appropriate
Guidance on how to avoid similar issues in future moves

Complaints About Loss or Damage

If your complaint involves alleged loss or damage to your belongings, please notify us as soon as possible. Where feasible, provide:

Photographs of the damage
Evidence of the condition of items before the move
Any relevant purchase or repair information

We will assess claims in line with our terms and conditions of service, including any declared values, packing arrangements and access conditions. In some cases, we may need to visit the property or request further evidence to complete our assessment.

Escalating Your Complaint

If you are dissatisfied with the outcome of your complaint or feel that your concerns have not been fully addressed, you may request that the matter is reviewed by a senior member of our team. When asking for an escalation, please:

Explain why you remain unhappy with the original response
Identify any points you feel were overlooked or misunderstood
Provide any new information that may be relevant

The complaint will then be reassessed, and a final position will be communicated to you. This represents the conclusion of our internal complaints process.

Using Feedback to Improve Our Service

We take all complaints seriously and use them as an important source of feedback to improve our removals and man and van services. Where a complaint highlights recurring issues, we may:

Review and update our training for drivers and removal staff
Revise operational procedures and planning for moves
Improve our communication and confirmation processes
Adjust our service standards and monitoring

By following this complaints procedure, we aim to resolve individual issues fairly and enhance the overall quality and reliability of our services for future customers.