Man and a Van Fulham Complaints Procedure
Man and a Van Fulham is committed to providing a reliable and professional removal service, whether you are moving a single item or a full property. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can tell us about a problem, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously. We aim to:
Listen carefully to your concerns and treat you with courtesy and respect at all times.
Investigate complaints fairly, promptly, and objectively.
Put things right where we have made a mistake, and learn from the outcome.
Keep you informed throughout the process until your complaint is resolved.
What This Procedure Covers
This procedure applies to complaints about our man and van and removal services, including but not limited to:
House and flat moves and small removals.
Collection and delivery of items or furniture.
Handling, loading, unloading, and transportation of goods.
Timekeeping, reliability, and conduct of our staff.
Administration of bookings, including quotes, confirmations, and payments.
If your concern relates to an issue outside our direct control, we will explain this clearly and advise you, where possible, who may be better placed to help.
Raising an Informal Complaint
Many issues can be resolved quickly and informally. If you are unhappy with any aspect of your removal service, we encourage you to raise the matter as soon as possible, ideally on the day of the move or immediately afterwards.
You can contact a member of our team and explain what has happened and what outcome you are seeking. Please provide as much detail as you can, including dates, times, the location of the move, a description of the problem, and any supporting information such as photographs or delivery notes. We will do our best to resolve the matter immediately or within a short period of time.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more structured review, you can make a formal complaint. When doing so, please include:
Your full name and the address where the removal service took place.
The date of your move and the time of your booking.
A clear description of what went wrong and how it has affected you.
Details of any previous attempts to resolve the matter informally.
Any evidence that supports your complaint, such as photographs of damage, inventory lists, or correspondence.
We encourage you to submit your complaint as soon as possible and normally within a reasonable time after the service has been provided. This helps us investigate thoroughly while information is still recent and accurate.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledge receipt of your complaint and record it in our internal system. We will aim to acknowledge your complaint within a reasonable period of time.
Assign your complaint to a person responsible for investigating it. Wherever possible, this will not be someone directly involved in the original service.
Carry out a fair and proportionate investigation. This may include reviewing booking notes, driver logs, photographs, and any relevant communication, and seeking statements from staff involved.
Where necessary, we may contact you to request further information or clarification. This helps us understand your experience fully and avoid misunderstandings.
Timeframes for Response
We aim to provide a full written response to your formal complaint within a reasonable timeframe. If the matter is complex and we need longer to investigate, we will explain why and keep you updated on our progress. Our goal is always to reach a fair outcome as quickly as possible without compromising the quality of the investigation.
Our Decision and Possible Outcomes
At the conclusion of our investigation, we will explain:
Whether your complaint has been upheld, partially upheld, or not upheld.
The reasons for our decision, based on the evidence available.
Any steps we will take to put things right, where appropriate. This may include corrective actions, service improvements, staff training, or other remedies that we consider fair in the circumstances.
Any changes we intend to make to our processes or procedures to reduce the risk of similar issues arising in the future.
If You Are Still Unhappy
If you feel that your complaint has not been handled fairly or that the outcome is not reasonable, you can ask for a further review. In your request, please explain why you are dissatisfied with our initial decision and identify any information you believe was overlooked. We will arrange for a senior member of our team to review the handling of your complaint and the conclusions reached.
Claims for Loss or Damage
If your complaint involves loss or damage to property during a move, we may ask you for additional evidence to support your claim. This may include photographs, receipts, or an inventory. Any compensation that may be considered will be handled in line with our terms and conditions and any applicable limitations of liability. We will explain these clearly as part of our response.
Using This Procedure
This Complaints Procedure is designed to offer a clear, fair, and transparent process for customers of Man and a Van Fulham using our removal and man and van services in our service area. By telling us when something has gone wrong, you help us improve our standards and deliver a better experience for all customers. We encourage open and honest feedback and remain committed to resolving problems in a constructive and professional manner.
