Complaints Procedure
Complaints Procedure for Man and a Van Richmond upon Thames
Man and a Van Richmond upon Thames is committed to delivering a reliable, professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from the experience, and improve our moving and transport services for all customers.
Purpose of this Complaints Procedure
This complaints procedure explains how you can raise a concern about any aspect of our man and van or removal services, how we will respond, and the timescales we aim to meet. It applies to all private and business customers who use our services, whether for small local moves, home removals, or light commercial transport.
Our aims are to:
Provide a clear route for you to tell us if something has gone wrong.
Deal with all complaints promptly, fairly, and consistently.
Keep you informed throughout the process.
Use feedback to improve our services in the Richmond upon Thames area and surrounding locations.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, or processes, whether justified or not. This can include, for example:
Concerns about punctuality or reliability of our man and van bookings.
Issues with the handling, loading, or unloading of your belongings.
Concerns about the condition of your items on delivery.
Disagreements about charges, quotes, or payment terms.
The conduct or attitude of any member of our team.
Any other aspect of the service that does not meet your reasonable expectations.
How to Make a Complaint
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises, so that details are fresh in everyone’s mind and can be investigated thoroughly.
When submitting a complaint, please provide as much information as you can, including:
Your full name and preferred contact details.
The date and approximate time of the job or incident.
The collection and delivery addresses involved in the removal or transport.
A clear description of what went wrong and how it has affected you.
Any supporting information you feel is relevant, such as images or reference numbers.
We will handle complaints received in any reasonable format, and we do not require a specific form to be completed.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will:
Log the details in our internal record.
Assign a person responsible for managing your case.
Acknowledge your complaint within a reasonable timeframe, normally within five working days.
In the acknowledgement, we will confirm that we have received your complaint and outline the next steps, including an indicative timescale for our investigation and response.
Stage Two: Investigation
The person handling your complaint will carry out a fair and proportionate investigation. This may involve:
Reviewing booking details, job sheets, and any relevant documentation.
Speaking with the driver or team members involved in your move.
Examining any images or evidence you have supplied.
Considering our service standards, internal procedures, and any applicable terms and conditions.
We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If, for any reason, we need more time, we will let you know and explain why there is a delay and when you can expect a final response.
Stage Three: Outcome and Resolution
At the end of our investigation, we will send you a clear and written response that includes:
A summary of your complaint.
The findings of our investigation.
Whether your complaint has been upheld, partially upheld, or not upheld.
Any steps we have taken or will take to put matters right.
Any measures we are putting in place to prevent a similar issue in future.
Possible outcomes may include clarification, an apology, corrective actions, service improvements, or, where appropriate, a gesture of goodwill in line with our policies and any applicable contractual terms.
If You Are Not Satisfied with the Outcome
If you are unhappy with our response, you can ask for your complaint to be reviewed. When requesting a review, please explain why you are dissatisfied with the outcome or how you believe the complaint has not been handled fairly.
We will arrange for a more senior member of our team, who was not directly involved in the original investigation, to reconsider your case. They will review the evidence, our initial findings, and any additional information you provide. We will then write to you with our final position and the reasons for our decision.
Time Limits for Making a Complaint
We ask that complaints about our man and van or removal services are made as soon as possible and normally within 28 days of the service date. This timeframe enables us to investigate thoroughly while details are still recent. In exceptional circumstances, where there is a good reason for a delay, we may consider complaints made later than this, at our discretion.
Our Commitment to Fairness and Confidentiality
All complaints are treated seriously and with respect. We will handle your personal information in a confidential manner and will only share it internally with those who need to know in order to investigate and resolve your complaint.
Raising a complaint in good faith will not affect any ongoing or future arrangements you may have with Man and a Van Richmond upon Thames. We value feedback and use it to identify areas where we can improve our moving and transport services across the local area.
Continuous Improvement
We regularly review complaints data to identify patterns or recurring issues. This helps us to improve staff training, refine our procedures, and enhance the overall reliability of our man and van and removal services.
By telling us when something has gone wrong, you are helping us to maintain and improve the standards we aim to provide to all customers who trust us with their moves.
