Complaints Procedure

Richmond Man and Van Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about services provided by Richmond Man and Van, and how those concerns will be handled. It applies to all removal and man and van services supplied to private and business customers.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints. Our aims are to:

Ensure customers know how to raise a complaint about our moving or delivery services.

Handle all complaints consistently, promptly, and respectfully.

Investigate issues thoroughly and objectively.

Offer appropriate explanations, solutions, or remedies where necessary.

Use feedback to improve our removal services and customer experience.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include:

Concerns about the conduct or attitude of staff or subcontractors.

Issues with collection or delivery times, punctuality, or reliability.

Problems with how items were handled, packed, loaded, unloaded, or stored.

Damage to property or belongings associated with a move.

Disputes about charges, quotations, or payment terms.

Concerns about communication before, during, or after the move.

Any other matter where the service provided did not meet reasonable expectations.

How to Make a Complaint

Customers are encouraged to raise any concerns as soon as possible so that we can address them quickly. Complaints can be made in writing or verbally.

When making a complaint, please provide:

Your full name and relevant booking details.

The date of the service and the addresses involved in the move.

A clear description of what happened and why you are dissatisfied.

Details of any loss, damage, or inconvenience experienced.

Any evidence that may help our investigation, such as photographs, inventories, or written notes.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that complaints are raised within a reasonable time of the issue occurring:

For service quality or conduct issues, as soon as possible and ideally within 14 days of the move.

For loss or damage to goods, as soon as you become aware of the problem and ideally within 7 days of delivery.

Complaints raised after a longer period will still be considered where possible, but our ability to investigate fully may be limited.

How We Handle Your Complaint

We aim to deal with all complaints quickly and fairly. Our process is as follows:

Initial acknowledgement. Once a complaint is received, we will record it in our internal log. Where contact details are provided, we will acknowledge the complaint and confirm that an investigation is underway.

Investigation. A member of our team, who was not directly involved in the original issue wherever possible, will review the details. This may include speaking to the crew, reviewing job notes and documentation, and assessing any photographs or evidence supplied.

Requests for more information. If we need further details to complete our investigation, we may contact you to clarify events or ask for additional evidence.

Outcome and response. Once the investigation is complete, we will provide a clear response, setting out our findings, any contributing factors, and our proposed resolution.

Timescales for Response

We aim to resolve complaints as soon as reasonably practicable. While timescales may vary depending on the complexity of the issue, we will seek to:

Acknowledge your complaint within a reasonable period.

Provide a full written or verbal response as soon as our investigation is complete.

If an investigation is likely to take longer, we will keep you informed of progress and expected timescales.

Possible Outcomes and Remedies

Following our investigation, we may offer one or more of the following outcomes, where appropriate:

An explanation of what went wrong and why it happened.

An apology where we have fallen short of our standards.

Corrective action, such as revisiting the property, assisting with further arrangements, or amending future bookings.

A goodwill gesture, where appropriate in the circumstances.

Consideration of compensation, in line with our terms and conditions and any applicable insurance arrangements.

Where we do not uphold a complaint, we will explain clearly the reasons for our decision.

Escalating Your Complaint

If you are not satisfied with the outcome or handling of your complaint, you may request that it be reviewed by a more senior member of the team. In doing so, please explain why you remain dissatisfied and what outcome you are seeking.

Following this review, we will provide a final response setting out our position. This internal escalation is intended to ensure that your concerns receive a fair and thorough consideration.

Behaviour and Mutual Respect

Our staff are expected to treat customers with courtesy and respect at all times, and we expect the same in return. We understand that moving can be stressful, and we will always do our best to respond calmly and professionally.

We reserve the right to end communications where a person is abusive, threatening, or refuses to engage constructively. In such cases, we will make reasonable efforts to continue handling the complaint in writing where appropriate.

Data Protection and Confidentiality

All complaints are handled in accordance with data protection requirements. Information provided in connection with a complaint will be used only for the purposes of investigating and resolving the issue, training staff, and improving our services.

Details of your complaint will be shared only with those who need to know in order to deal with it. Records will be retained in line with our internal policies and any legal obligations.

Continuous Improvement

We value complaints and feedback as an important way to review our performance and identify where our removal and man and van services can be improved. Trends and recurring issues are monitored so that we can take preventative measures and refine our procedures, training, and communication with customers.

By following this Complaints Procedure, Richmond Man and Van aims to resolve individual concerns fairly and to enhance the quality and reliability of our services for all customers.