Roehampton Man and Van Complaints Procedure

Roehampton Man and Van is committed to delivering a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so we can put matters right and improve our service for future customers. This Complaints Procedure explains how to raise a concern, how we will handle your complaint, and what you can expect from us.

Our Commitment to You

We take all complaints seriously and treat every concern as an opportunity to review and improve our moving and transport services. We aim to:

Respond to complaints promptly and politely, investigate them fairly and thoroughly, and provide a clear explanation of the outcome and any next steps. Where we have made a mistake, we will acknowledge it, apologise, and take reasonable steps to put things right.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Roehampton Man and Van. This can relate to any part of our work, including but not limited to home removals, office moves, man and van services, packing, loading and unloading, storage handling, timings, staff conduct, care of your belongings, or the accuracy of information you have been given.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will accept and address verbal complaints, we recommend sending your complaint in writing so that we have a clear record of the issues you are raising.

When making a complaint, please provide the following information where possible so that we can deal with your concerns efficiently:

Your full name, your preferred correspondence method, the date of your move or booking, the collection and delivery addresses, a clear description of what went wrong and when it happened, details of any loss or damage, and the outcome you are seeking, such as an explanation, apology, or compensation.

Time Limits for Complaints

To help us investigate properly, we ask that you raise any complaint as soon as possible after the event. If your complaint relates to loss or damage to items during a move or storage handling, you should notify us as soon as you become aware of the issue. While we will try to consider complaints raised later, delays may affect the availability of evidence such as driver logs, photographs, or job notes.

How We Will Handle Your Complaint

We aim to manage every complaint in a structured and transparent way. Our process generally follows these stages:

1. Acknowledgement

Once we receive your written complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we are investigating your concerns and outline the next steps, including any further information we may need from you.

2. Investigation

Your complaint will be reviewed by a member of our management team who was not directly involved in the incident wherever possible. The investigation may include checking booking records, driver and crew reports, inventory lists, photographs, and any messages exchanged before or after the move. We may contact you to clarify details or request supporting information, for example photographs of any alleged damage or copies of relevant documents.

3. Response and Outcome

After we have completed our investigation, we will provide a written response setting out our findings. We will explain whether your complaint has been upheld in full, upheld in part, or not upheld, and we will give clear reasons for our decision. Where appropriate, we will confirm any actions we will take, which may include an apology, service improvements, corrective work, or a goodwill gesture where justified and in line with our terms and conditions.

Timescales

We aim to provide a full response to most complaints within a reasonable period from the date of acknowledgement. Complex complaints, for example those involving multiple properties, large removal projects, or queries about valuation and liability, may take longer to investigate. If we are unable to provide a full response within our usual timescale, we will inform you and let you know when you can expect an update.

If You Are Not Satisfied with Our Response

If you disagree with our decision or feel that your complaint has not been handled fairly, you may ask for your complaint to be reviewed. When requesting a review, please explain why you are dissatisfied with the original outcome and provide any additional information that you believe should be considered. We will then arrange for a further review by a senior member of our team, who will look again at the evidence and provide a final response wherever possible.

Complaints Involving Loss or Damage

Where a complaint relates to alleged loss or damage to items during a move or while in transit, we will carefully review our job records, any signed inventories, packing notes, and photographs. Our liability for loss or damage is governed by our terms and conditions and any applicable insurance arrangements. We will explain how these apply to your particular complaint and, where appropriate, set out any offer of settlement. You may be asked to provide evidence of value for certain items and to retain damaged goods for inspection.

Using This Procedure

This Complaints Procedure is designed for customers who have used Roehampton Man and Van for removals, man and van services, packing, or related transport work. We ask that all concerns are raised in a respectful and constructive manner so that we can focus on resolving the issue. Abusive or threatening behaviour towards our staff will not be tolerated and may lead to us limiting communication to written correspondence.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas for improvement in our local removals and man and van operations. This may include additional training for staff, changes to our booking process, updates to our handling procedures, or improvements in communication with customers before, during, and after a move.

Updates to This Procedure

Roehampton Man and Van may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals industry. The version published on our website will be the most current version and will apply to any new complaints raised.