Complaints Procedure

Man and Van Richmond Complaints Procedure

This Complaints Procedure explains how you can raise a concern about any part of the service provided by Man and Van Richmond, including man and van moves, small house removals and local collection or delivery services. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve our moving services.

Our commitment to you

We are committed to providing a reliable and professional removal service. However, we recognise that occasionally things may go wrong. When that happens, we want to know about it so we can put matters right where possible and prevent similar problems in future.

We will treat every complaint seriously, investigate it carefully and respond in a timely manner. You will be treated with respect at all times, and your complaint will not affect your right to use our services in the future.

What is a complaint

A complaint is any expression of dissatisfaction about our removal or man and van service, whether it relates to booking, punctuality, conduct of staff, handling of items, charging, administration or any other part of our work.

We encourage you to raise any concerns as soon as possible so that they can be addressed while events are still fresh and evidence is easier to review.

How to make a complaint

You can make a complaint in writing or verbally. If possible, we recommend putting your complaint in writing, as this allows you to provide a clear account of what happened and helps us investigate more effectively.

Please include the following information where you can:

The date of your move or service, your full name, the collection and delivery locations, a brief description of what went wrong, any relevant details such as times, crew members or vehicle used, and what outcome you are seeking.

If you make a complaint verbally, the member of staff receiving it will make a written record of your concerns and read it back to you to confirm accuracy.

Time limits for complaints

You should raise any immediate issues, such as lateness or conduct, on the day of the move if you can. For concerns about damage to property or belongings, we ask that you notify us as soon as the damage is discovered.

In order to allow us to investigate properly, complaints should normally be made within 14 days of the service date. Complaints received after this time will still be reviewed, but it may be more difficult to obtain the information needed for a full investigation.

How we will handle your complaint

Once we receive your complaint, we will follow these steps:

1. Acknowledge receipt. We will acknowledge your complaint and confirm that it is being looked into. If clarification is needed, we may contact you to ask for further details or supporting information.

2. Investigate the issue. An appropriate member of our management team will review the details of your complaint. This may include speaking with the staff involved, checking booking records, schedules and any job notes or photographs.

3. Reach a decision. After considering all available information, we will decide whether your complaint is upheld in full, upheld in part or not upheld. We will also consider whether any changes are required to our processes or training.

4. Respond to you. We will send you a written response setting out our findings, any steps we have already taken and any further action we propose to take. Where appropriate, we may also suggest remedies such as an explanation, apology, corrective work or a goodwill gesture.

Timescales for response

We aim to provide a full written response to most complaints within 10 working days of receiving all the information required to investigate. If the complaint is more complex or requires further enquiries, the investigation may take longer.

Where more time is needed, we will let you know and provide an updated timescale. We will keep you informed of progress until the complaint is resolved.

If you remain dissatisfied

If you are not satisfied with our response, you can ask for the complaint to be reviewed by a more senior member of our management team. You should make this request within 14 days of receiving our decision and explain which parts of the outcome you disagree with and why.

The review will consider the way your complaint was handled and whether the decision reached was reasonable in light of the information available. We will then provide a final response.

Damage and loss claims

If your complaint relates to damage or loss of items during a move, it is important to report this as soon as possible. You may be asked for photographs of the damage, purchase information or estimates for repair or replacement so that we can assess the claim.

Our ability to offer compensation may be affected by the terms and conditions agreed at the time of booking, including any limits of liability, exclusions or packing responsibilities. We will always explain how these terms apply to your specific situation.

Unreasonable or abusive behaviour

We understand that moving can be stressful and that issues with a removal service can be particularly upsetting. Our team will always do their best to communicate politely and constructively, and we ask that you treat our staff in the same way.

We reserve the right to terminate a call, visit or exchange if a customer uses threatening, abusive or discriminatory language or behaviour. This does not prevent us from continuing to investigate the complaint based on the information available.

Confidentiality and data protection

All complaints are handled in accordance with our obligations under data protection law. Information about your complaint will only be shared with those who need it in order to investigate and respond. Records of complaints are kept securely and used to monitor the quality of our removals and man and van services.

Continuous improvement

We welcome all feedback, whether positive or negative, as it helps us review how we plan, schedule and carry out moves. Complaints are recorded and reviewed regularly to identify patterns, training needs and opportunities to improve our service standards.

By following this Complaints Procedure, Man and Van Richmond aims to resolve problems fairly and promptly and to maintain a high level of trust in our local removal services.



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Contact us

Company name: Man and Van Richmond Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 26 Dunstable Road
Postal code: TW9 1UH
City: London
Country: United Kingdom

Latitude: 51.4627450 Longitude: -0.2972800
E-mail:
[email protected]

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Description: If you want a personalised and stress-free removal experience, hire our expert man and van in Richmond, TW9. Their help comes at great prices.
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