Complaints Procedure
Richmond Movers Formal Complaints Procedure
Richmond Movers is committed to providing a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern with us, what we will do, and the standards you can expect throughout the process.
Purpose of this Complaints Procedure
This procedure is designed to give customers a clear and fair route for raising any dissatisfaction with our services. It applies to all aspects of our work, including home removals, commercial moves, packing, storage, and related services carried out by Richmond Movers and our authorised representatives.
We handle complaints in line with the following principles:
Fairness and impartiality in assessing what has happened
Respect and courtesy at all times
Clear communication and realistic timeframes
Continuous improvement based on feedback and outcomes
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Richmond Movers, whether justified or not, where you would like us to review the matter and provide a response.
Examples include, but are not limited to:
Concerns about punctuality, conduct, or professionalism of staff
Issues with packing, loading, transport, delivery, or storage of goods
Damage or loss of items during a removal or while in storage
Disputes over charges, quotations, or changes to agreed services
Concerns about how earlier issues or queries have been handled
General feedback or routine queries do not need to follow this procedure, but we will always respond to them as quickly and helpfully as we can.
How to Make a Complaint
You can raise a complaint in writing. Written complaints help us keep a clear record of the issues and ensure we understand exactly what has happened from your perspective.
When submitting a complaint, please include the following information where possible:
Your full name and the address where the service was provided
Your booking reference or invoice number
The date of your move or storage agreement
A clear description of what went wrong and when it occurred
Details of any conversations already held with our staff about the issue
What outcome you are seeking, such as an explanation, apology, remedial action, or financial consideration where appropriate
Please provide copies of any relevant documents, such as inventories, photographs, condition reports, or correspondence, as this can help us investigate more efficiently.
Timescales for Raising a Complaint
To allow for a thorough investigation, we ask that complaints are raised as soon as reasonably possible after the event, and in any case no later than 30 days from the date of your move or the date you became aware of the issue.
For damage or loss claims, specific notification periods may apply in accordance with our terms and conditions and any relevant insurance policy. It is important that you refer to your contract documents for details of these requirements.
How We Will Handle Your Complaint
We aim to deal with all complaints promptly and consistently. Once we receive your complaint, the process will usually follow these steps:
Acknowledgement. We will acknowledge receipt of your complaint as soon as reasonably practicable. In our acknowledgement, we may ask you for any further information needed to understand the matter fully.
Initial review. An appropriate member of the team, not directly involved in the original service where possible, will review your complaint and the information available.
Investigation. We may contact you to clarify details, gather further evidence, or obtain your comments on any information we hold. We may also speak with staff or contractors involved, review job records, inventories, route logs, and any photographs or notes taken at the time.
Response. Following our investigation, we will provide you with a written response setting out our findings, any conclusions we have reached, and any steps we propose to take to resolve the matter.
We aim to provide a full written response within 28 days of acknowledging your complaint. If we cannot meet this timescale, we will explain the reasons and let you know when you can expect a full reply.
Possible Outcomes and Remedies
Where we find that something has gone wrong, we will consider a range of remedies, which may include:
An explanation of what happened and why
A sincere apology where our service has fallen short
Corrective action, such as revisiting work or arranging additional services
A review of our internal processes, staff training, or contractor arrangements
Where appropriate and subject to our terms, conditions, and any applicable insurance, financial consideration or settlement in respect of loss or damage
Any offer made will reflect the circumstances of the case, the evidence available, and our contractual obligations.
If You Remain Dissatisfied
If, after receiving our written response, you feel that your complaint has not been resolved or properly addressed, you may ask for the decision to be reviewed by a senior member of our management team. Any such request should be made in writing, summarising why you remain dissatisfied and what further outcome you are seeking.
We will then review the handling of your complaint and our original decision, and provide you with a final written response. This will mark the conclusion of our internal complaints process.
Data Protection and Confidentiality
All complaints are handled in line with our data protection obligations. Information you provide will be used solely for the purposes of investigating and responding to your complaint and for monitoring trends to improve our services. We will keep records of complaints securely and only for as long as is necessary for these purposes and to comply with any legal or regulatory requirements.
Using Feedback to Improve Our Service
Richmond Movers is committed to continual improvement in the way we deliver removal and storage services. We regularly review complaints and feedback to identify recurring issues, trends, or training needs. Lessons learned from complaints are used to refine our procedures, enhance staff training, and improve customer information, so that future customers can benefit from a consistently reliable and professional moving experience.
This Complaints Procedure does not affect your statutory or contractual rights.
