Complaints Procedure

Man with Van Fulham Complaints Procedure

This complaints procedure explains how customers can raise a concern about services provided by Man with Van Fulham, how we will respond, and what steps are available if you are not satisfied with the outcome. Our aim is to resolve issues promptly, fairly, and transparently so that our removal and transport services continue to meet high standards.

Our Commitment to Handling Complaints

We recognise that, despite our best efforts, things can occasionally go wrong during a move, collection, or delivery. When this happens, we want to know about it. Every complaint is an opportunity for us to put things right and improve our services. We are committed to treating all complaints seriously, investigating them thoroughly, and providing a clear, reasoned response.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to the booking process, communication, conduct of staff, handling of goods, timing of a move, charges, or any other aspect of the work carried out by Man with Van Fulham.

You do not need to use any special language to make a complaint. If you tell us that you are unhappy with our service and would like us to respond, we will treat it as a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are usually easier for both parties to follow and record. When submitting a complaint, please provide as much detail as possible, including:

1. Your full name and the address where the service was provided.
2. The date of the move or service and your booking reference if available.
3. A clear description of what happened and what you are unhappy about.
4. The names of any staff members involved, if known.
5. Any supporting information, such as photographs or inventory notes.
6. What outcome you are seeking, for example an explanation, an apology, or a review of charges.

If you raise your concerns verbally during or immediately after the service, the team on site will try to address the issue straight away. If it cannot be resolved at that time, it will be referred to management for formal review.

Timescales for Submitting a Complaint

To help us investigate effectively, we ask that complaints are made as soon as possible after the event, ideally within 14 days of the service date. Complaints made later than this may be more difficult to investigate fully, as information and evidence can become harder to obtain. However, we will always consider any complaint brought to our attention and will be clear about what we can and cannot do based on the information available.

How We Will Handle Your Complaint

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

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person who will be responsible for handling your case.

2. Initial Review: We will review the information you have provided alongside our booking records, job sheets, and any other relevant documentation. If we need more details, we may contact you to clarify points or request additional evidence.

3. Investigation: We may speak to staff members involved, review internal notes, check timings and routes, and assess any reported damage or loss. Our aim is to establish what happened, why it happened, and whether our service or procedures fell short of expected standards.

4. Outcome and Response: When the investigation is complete, we will provide you with a clear response setting out our findings. This may include an explanation, an apology, details of any corrective action taken, and, where appropriate, information about any remedy or goodwill gesture offered.

Response Times

We aim to provide a full response to your complaint within 14 working days of receiving all the necessary information. If we are unable to respond within this timeframe, for example because the matter is particularly complex or additional evidence is required, we will keep you updated on progress and let you know when you can expect a final reply.

Possible Outcomes and Remedies

The outcome of a complaint will depend on the circumstances and the evidence available. Possible outcomes include:

1. An explanation and clarification of what occurred.
2. An apology where our service has fallen below the expected standard.
3. Corrective actions, such as staff training or changes to our processes to help prevent similar issues in future.
4. A review of charges, adjustment of invoices, or other appropriate remedy, where justified by the findings of the investigation and in line with our terms and conditions.

We will always explain the reasons for our decision and how it relates to our policies and contractual obligations.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed at a higher level within Man with Van Fulham. When asking for an escalation, please explain why you disagree with our initial response and what further outcome you are seeking.

The escalated review will consider the handling of your original complaint, the evidence used, and the conclusions reached. We may re-examine documents, speak to additional staff, or request further information from you if needed. Once the review is completed, we will provide a final written response setting out our position.

Use of Information and Data

Information you provide in connection with a complaint will be used only for the purposes of investigating and resolving the matter and for improving our services. We will handle your personal information in line with applicable data protection requirements and our internal privacy practices.

Continuous Improvement

All complaints and outcomes are monitored so that we can identify recurring issues and trends in our removal and delivery work. Where appropriate, we use this information to review training, refine our procedures, and improve the overall customer experience. By following this complaints procedure, we aim to ensure that every concern is treated fairly and that lessons are learned wherever possible.