Complaints Procedure for Man and Van Richmond upon Thames

This Complaints Procedure explains how customers can raise concerns about the services provided by Man and Van Richmond upon Thames and how those concerns will be handled. It applies to all man and van, house move, office relocation and related removal services carried out by our team within our service area.

Our Commitment to Customer Care

We aim to deliver reliable, careful and punctual removal services. However, we recognise that problems can sometimes occur, including issues relating to bookings, conduct, timing, handling of items or the charges applied. When something goes wrong, we want to know about it so that we can put matters right where possible and improve our service for future customers.

All complaints are treated seriously, handled confidentially and used as an opportunity to learn and improve. We aim to resolve most concerns informally and quickly, but also provide a clear formal process where this is not possible.

What This Procedure Covers

This procedure covers complaints about:

Service quality during a move, including loading, transport and unloading of goods. Conduct, attitude or behaviour of drivers, porters or office staff. Delays, missed appointments or late arrivals. Administration of bookings, amendments and cancellations. Charges, invoices, quotations and how prices have been applied. Damage to property or possessions connected with the service. Any other dissatisfaction related to our removal and man and van services.

Raising a Concern Informally

If an issue arises during your move, we encourage you to raise it as soon as possible with the team on site or with our office. Many concerns can be resolved immediately through discussion, clarification or a simple practical remedy. Where it is appropriate and safe to do so, our staff will try to correct any problem on the spot, for example by adjusting how items are handled, revising a work plan or double-checking the agreed quotation.

If you feel that your concern has not been properly addressed at this informal stage, or if you would prefer not to raise it with the person involved, you can make a formal complaint using the process below.

How to Make a Formal Complaint

You may submit a formal complaint in writing. Written complaints help us understand the issue clearly and keep a clear record. When making your complaint, please provide the following information:

Your full name and preferred contact details. The date and location of the move or service. A clear description of what went wrong, including key dates and times where possible. Names or descriptions of any staff members involved, if known. Any evidence you may have, such as photographs, inventories or notes. Details of any immediate action that was taken at the time. How you would like us to resolve the issue if you have a preferred outcome.

Please submit your complaint as soon as reasonably possible so that we can investigate while the details are still clear and relevant information is easier to obtain.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timescale. In our acknowledgement we will:

Confirm that we have received your complaint. Provide an outline of the next steps in the process. Indicate any further information we may need from you. Give an estimated timescale for our investigation and response.

Investigation Process

Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the events that led to the complaint wherever possible. As part of the investigation we may:

Check booking records, job sheets, inventories and any relevant documents. Speak with the driver, porters and any other staff involved. Review photographs, messages or other evidence you have provided. Assess our policies and procedures to see whether they were followed.

We may contact you during the investigation to clarify details, request further information or discuss possible solutions. Keeping communication open helps us reach a fair and accurate conclusion.

Our Response and Outcomes

After completing the investigation, we will provide you with a written response setting out:

Our understanding of your complaint. The steps taken during the investigation. Our decision and the reasons for it. Any actions we propose to take to resolve the matter.

Depending on the circumstances, possible outcomes may include an explanation or apology, corrective action such as staff training or changes to procedures, or where appropriate and justified, financial or practical remedies in line with our terms and conditions and any relevant insurance arrangements.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that the decision is reviewed. In doing so, please explain which aspects you disagree with and provide any additional information that you believe has not been considered. A further review will be carried out by a senior member of our team who will consider whether the procedure has been followed fairly and whether the outcome remains appropriate.

Time Limits and Evidence

To help us investigate effectively, complaints about completed moves should usually be raised within a reasonable time of the service taking place. Delays in reporting issues, especially regarding potential loss or damage to items, may affect what can be verified and any remedy that can be offered.

We recommend that customers check their items as soon as practicable after a move and retain any relevant evidence such as photographs, packing materials and inventories. The more information that is available, the easier it is for us to understand what has happened and respond fairly.

Using Complaints to Improve Our Service

We record complaints and the outcomes reached so that we can identify trends, recurring issues and opportunities to improve. This may lead to changes in training, supervision, equipment, scheduling or communication processes. Our goal is to provide consistently reliable, careful and efficient man and van and removal services throughout our service area, and your feedback plays an important role in that process.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information is shared only with those who need it in order to investigate and respond. Any personal data we receive in connection with a complaint will be processed and stored in line with applicable data protection requirements.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure that it remains clear, fair and effective for our customers and staff. Updated versions may be issued from time to time to reflect changes in our services, legal requirements or best practice within the removals industry.



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Contact us

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

Street address: 1 Rosedale Rd
Postal code: TW9 2SX
City: London
Country: United Kingdom

Latitude: 51.4656860 Longitude: -0.3003810
E-mail:
[email protected]

Web:
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