Fulham Man and Van Complaints Procedure

Fulham Man and Van is committed to providing reliable, efficient and professional moving services for homes and businesses. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to Handling Complaints

We treat all complaints about our man and van and removal services seriously and handle them in a fair, timely and consistent way. We aim to resolve issues as quickly as possible, preferably at the time they arise, and always seek to learn from feedback. We will treat you with courtesy and respect, and we expect the same in return for our staff throughout the process.

What This Procedure Covers

This procedure applies to complaints arising from any service provided by Fulham Man and Van, including but not limited to residential moves, office moves, packing services, loading and unloading, and short-distance or longer-distance transport. You may use this procedure if you are dissatisfied with any aspect of our service, such as punctuality, conduct of staff, handling of goods, quality of service, communication or charges.

Raising a Complaint Informally

We encourage you to raise any concern as soon as possible, ideally on the day of the move or as soon as you become aware of an issue. Many problems can be resolved quickly and informally by speaking directly with the team on site or with our office staff. Informal resolution may include clarifying information, providing an explanation, offering a practical solution or arranging a follow-up action.

If you are not satisfied with the initial response, or if you feel unable to raise the matter informally, you may submit a formal complaint using the process below.

Making a Formal Complaint

To make a formal complaint about Fulham Man and Van, please set out the details of your concern in writing. Written complaints help us understand the situation clearly and keep an accurate record. When making your complaint, please include the following information:

• Your full name and any relevant booking or reference details
• The date and location of your move or service
• A clear description of what went wrong and when it occurred
• The names or roles of any staff involved, if known
• Details of any conversations already held about the issue
• What outcome or resolution you are seeking

We encourage you to submit your complaint as soon as possible and no later than 28 days after the date of your move or the date you became aware of the issue. This time limit helps us investigate effectively while details are still fresh and any relevant records are readily available.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement. In our acknowledgement we will confirm that we have received your complaint, provide a reference where appropriate, and outline the next steps in the process. We aim to acknowledge all formal complaints within five working days.

Investigation Process

Your complaint will be passed to a manager or senior member of the team who is best placed to review the matter. The investigation may include:

• Reviewing your booking details, move schedule and any relevant documentation
• Speaking with the crew members or staff involved
• Considering any photographs, inventories, notes or other evidence
• Assessing whether our procedures and service standards were followed

We will handle your information sensitively and will only share details with staff who need them in order to investigate and respond to your complaint.

Our Response and Resolution

After the investigation is complete, we will provide a clear written response. Our aim is to send this within 20 working days of acknowledging your complaint. If we are unable to meet this timescale, we will let you know and give an updated timeframe.

Our written response will normally include:

• A summary of your complaint
• An explanation of our findings
• Any actions we have taken or propose to take
• Any offer of remedy, where appropriate
• Information on what you can do if you remain dissatisfied

Possible outcomes may include an apology, a practical solution such as a return visit, a goodwill gesture, or other appropriate remedies in line with our terms and conditions and any applicable industry standards.

If You Remain Dissatisfied

If you are not satisfied with our response, you may request a further review. To do this, please reply in writing, explaining why you are unhappy with the outcome and what you believe has not been addressed. A different senior member of the team will review both the original complaint and our initial response.

Following this review, we will provide a final written position. This is our final internal stage. Where relevant, you may then consider seeking external advice or guidance about your options.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to your belongings during a move, it is important that you notify us as soon as possible. In addition to this complaints procedure, such matters may be subject to our terms and conditions, inventories, and any applicable insurance arrangements. We may request supporting information such as photographs, original values and descriptions of items. Time limits may apply to claims relating to loss or damage, and we will explain these to you during the process.

Using Feedback to Improve Our Service

Every complaint and concern provides us with an opportunity to improve how we manage moves, protect belongings and support customers. We regularly review complaints to identify patterns and areas for development, such as training needs, better communication, or adjustments to our procedures for planning and carrying out moves. Our goal is to continuously enhance the quality and reliability of our man and van and removal services.

Confidentiality and Data Protection

All complaints are handled in line with our obligations in relation to privacy and data protection. We keep records of complaints and our responses only for as long as necessary for monitoring, review and legal purposes. We will not share your personal information outside our organisation except where required by law or where you have given your explicit consent.

Review of This Complaints Procedure

Fulham Man and Van reviews this complaints procedure regularly to ensure it remains clear, effective and appropriate for our range of moving and transport services. We may update it from time to time to reflect changes in our operations, legal requirements or best practice in the removals sector.