Complaints Procedure

Complaints Procedure for Man With a Van Fulham

Man With a Van Fulham is committed to providing reliable, professional and courteous removal and transport services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and transparent process for dealing with any concerns you may have about our services. This includes local and longer-distance moves, single-item transport, part-loads and related man and van services. We use all feedback, including complaints, to review our performance and improve the quality and reliability of our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include issues such as delays, conduct of our team, quality of the service provided, loss or damage to goods, communication problems, or any other aspect of your experience with Man With a Van Fulham.

Raising a Complaint

You can raise a complaint verbally or in writing. Wherever possible, we encourage you to raise your concern as soon as you become aware of the issue, ideally on the day of your move or service. This allows us to address the matter quickly and, where possible, resolve it immediately.

If you raise your complaint verbally, we may ask you to confirm the details in writing so that we can keep an accurate record. When submitting a complaint, please include:

The date and location of the service, a description of what happened and why you are dissatisfied, names of any team members involved if known, details of any loss or damage, including photographs where available, and what outcome you are seeking, for example an explanation, apology or compensation.

Time Limits for Making a Complaint

We recommend that complaints are made within 14 days of the service taking place. This allows us to investigate the matter while details are still fresh and any evidence is readily available. We may consider complaints made after this period, but our ability to investigate fully may be reduced.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure that it is handled fairly and consistently.

First, we will acknowledge receipt of your complaint. For written complaints, we aim to acknowledge within three working days. If you complain verbally during or immediately after your move, our team will attempt to resolve the issue on the spot where possible.

Next, we will investigate your complaint. This may include reviewing booking notes and job sheets, speaking to the team members involved, examining any photographs or supporting evidence, and, where relevant, checking our vehicle logs and timing records.

We will then provide a response. Our aim is to give you a full written response within 10 working days of receiving your complaint. If we need more time for a detailed investigation, we will let you know and give you an updated time frame. Our response will explain our findings, any steps we have taken or propose to take, and any offer of remedy where appropriate.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why, an apology where our service has fallen below the expected standard, corrective action for future bookings, such as additional instructions to our team, and where appropriate, a goodwill gesture or compensation in line with our terms and conditions and any applicable insurance cover.

Damage and Loss Complaints

If your complaint relates to damage or loss of items during a removal or transport service, we may ask for supporting evidence such as photographs of the items before and after, proof of value where relevant, and details of any existing damage noted before the move. We will also review whether our packing, loading, unloading and transport procedures were followed correctly.

Any consideration of compensation for damage or loss will be subject to our terms and conditions, including any limitations of liability and any requirement for adequate packing, access and disclosure of fragile or high-value items at the time of booking.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may ask for it to be reviewed. Your complaint will then be considered by a senior member of our team who was not directly involved in the original decision.

During this review, we may revisit the evidence, ask for additional information, and re-evaluate our response. We will then provide a final written decision. We aim to complete this review within 10 working days of your escalation request.

Our Commitment to Fairness and Improvement

Man With a Van Fulham is committed to treating all complaints seriously, fairly and confidentially. We will not treat you less favourably because you have raised a concern, and we will always aim to resolve issues in a way that is reasonable and proportionate.

We regularly review complaints and feedback to identify patterns and areas where our services can be improved. This may include additional staff training, changes to our booking processes, improvements in communication, or updates to our operational procedures to better serve local customers and those moving to or from the wider area.

Records and Data Protection

We keep a record of complaints, our investigations and our responses in line with data protection requirements. These records help us to monitor our performance and demonstrate that we handle complaints responsibly and transparently. Personal information shared in the course of a complaint will only be used for the purpose of managing that complaint and improving our services.

Feedback That Is Not a Complaint

If you wish to provide general feedback, positive or negative, that does not require a formal response, you can do so at any time. All feedback is welcome and helps us maintain a high standard of removal and man and van services for customers across our service area.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, customer expectations or legal requirements. The most current version of this procedure applies to all new complaints received.