Complaints Procedure

Roehampton Man and Van Complaints Procedure

Roehampton Man and Van aims to provide a reliable, careful and professional removals and man and van service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it, so we can resolve the issue quickly and use your feedback to improve our service.

This complaints procedure explains how you can raise a concern and what you can expect from us at each stage. It applies to all customers using our moving, packing, collection, delivery, and related services.

Our Commitment To You

We are committed to treating every complaint seriously, fairly and with respect. Our objectives are to:

Investigate complaints promptly and thoroughly.

Provide clear explanations and updates throughout the process.

Put things right where we are at fault, including offering proportionate remedies.

Use what we learn from complaints to improve how we plan and deliver removals and man and van work.

What Counts As A Complaint

A complaint is any expression of dissatisfaction with our services, whether justified or not, where you would like us to respond. This can include concerns about:

The standard or quality of our moving or delivery services.

Loss of, or damage to, belongings during loading, transport or unloading.

Delays, missed time slots or scheduling problems.

The conduct, attitude or behaviour of our staff or drivers.

Charges, estimates, invoicing or payment issues.

The way your initial enquiry or booking was handled.

If you are unsure whether an issue is a complaint or just feedback, please raise it with us anyway and we will guide you through the next steps.

How To Make A Complaint

You can raise a complaint in writing or by speaking to us directly. When contacting us, please provide as much relevant information as you can so that we can investigate efficiently, including:

Your full name and, if applicable, the name under which the booking was made.

The service date and a brief description of the work carried out, such as house move, flat move or collection and delivery.

A clear description of what went wrong and how it has affected you.

Any supporting details, such as photos of damage, inventory lists or written estimates.

Your preferred outcome, for example an explanation, apology, repair, replacement, or review of charges.

If you are making a complaint on behalf of someone else, we may need confirmation from that person that you are authorised to act on their behalf.

Stage One: Initial Complaint Review

In the first instance, complaints are usually handled by the person who took your booking or managed your move, or by a designated team member responsible for customer service. We aim to:

Acknowledge your complaint as soon as reasonably possible.

Review the details of the booking, any written notes and statements from staff involved.

Request any further information we need from you to understand the issue fully.

Provide you with a response, normally within 10 working days of receiving all relevant information.

Our response at this stage will explain our understanding of the complaint, the findings of our initial investigation, and any actions we propose to take. Where we believe we are at fault, we will be open about this and suggest a fair remedy.

Stage Two: Escalation And Further Review

If you are not satisfied with the outcome at Stage One, you can ask for your complaint to be reviewed at a higher level. When requesting escalation, please explain why you are unhappy with the initial response and what you feel has not yet been addressed.

At Stage Two, a senior member of Roehampton Man and Van, who was not directly involved in the original service or the first review, will reconsider your complaint. They may:

Re-examine all the information collected at Stage One.

Seek additional statements or clarification from staff.

Contact you to discuss the matter in more detail.

Consider whether our original decision and proposed remedy were reasonable and consistent with our policies and with good removals practice.

We aim to provide a Stage Two response within 15 working days of your escalation request. If the matter is complex and we need more time, we will let you know and keep you updated on progress.

Possible Outcomes And Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

A clear explanation or additional information about what happened.

A sincere apology where we have fallen short of our standards.

Correction of errors in documentation, invoices or records.

Practical steps such as arranging repairs, assisting with replacements, or providing support in making an insurance claim where applicable.

Partial or full adjustment of charges where this is justified.

Internal actions, such as staff training, changes to our procedures, or closer supervision for future moving and transport jobs.

Our aim is to ensure that any remedy is fair, proportionate and timely.

Your Responsibilities During The Process

To help us resolve your complaint efficiently, we ask that you:

Raise any concerns as soon as reasonably possible after the service is completed or the issue arises.

Provide accurate and complete information, including supporting evidence where available.

Respond to our requests for additional details in a timely manner.

Treat our staff with courtesy and respect throughout the process.

By working together in this way, we can address problems faster and more effectively.

Learning From Complaints

Roehampton Man and Van views complaints as an important opportunity to review and improve how we plan and carry out home moves, furniture transport and man and van work. We record and monitor complaints to identify patterns and recurring issues, then use this information to:

Refine our booking and scheduling systems.

Enhance staff training on handling goods, communication and customer care.

Improve how we plan routes, allocate time slots and manage moving day logistics.

Update our internal policies and procedures to reduce the risk of similar issues happening again.

Accessibility Of This Procedure

This complaints procedure is available to all customers using our removals and man and van services. If you require the information in an alternative format or need support to raise a complaint, please let us know and we will try to assist you in a reasonable way.

We value every customer who chooses Roehampton Man and Van and we are committed to addressing concerns fairly and professionally, so that we can continue to deliver a dependable moving and transport service.