Man and Van Fulham Complaints Procedure
Man and Van Fulham is committed to providing reliable, efficient and professional removal and moving services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
1. Purpose and Scope
This procedure applies to all customers who have used, or attempted to use, our man and van and removal services. It covers concerns about the quality of service, conduct of team members, handling of goods, punctuality, communication, and billing issues.
We encourage you to raise any issues as soon as possible so that we can investigate promptly and take any necessary corrective action. Using this procedure does not affect your statutory rights.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our moving or removal service. Typical examples include:
Poor communication before, during or after your move
Concerns about how items were handled, loaded, transported or unloaded
Damage or loss of items associated with our service
Delays, missed time slots or scheduling issues
Behaviour or attitude of our drivers, porters or office staff
Disagreement about an invoice, quotation or additional charges
3. How to Raise a Complaint
You can raise a complaint in writing or verbally. We recommend you provide it in writing where possible, as this allows us to keep a clear record of your concerns and respond in a structured way.
When submitting your complaint, please include the following information to help us investigate effectively:
Your full name and any reference you were given for the booking
The date and approximate time of the move or removal service
The address where the service took place and, if applicable, the delivery address
A clear description of what went wrong and how it has affected you
Any supporting information, such as photographs of damage, copies of receipts or details of previous correspondence
What outcome you are seeking, for example an explanation, apology, corrective action or compensation
4. Acknowledgement of Your Complaint
Once we receive your complaint, we will record it in our internal log. We aim to acknowledge all complaints within three working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
5. Investigation Process
Your complaint will be assigned to a member of our management team who is responsible for reviewing and investigating the issue. Depending on the nature of the complaint, the investigation may include:
Reviewing booking records, job sheets and driver notes
Speaking with the staff involved in your move
Examining photographs, inventories and any other relevant documents
Assessing our adherence to agreed schedules, quotations and service terms
Considering any previous history or related issues with the same booking
We aim to complete most investigations and provide a full response within 14 working days of acknowledging your complaint. If the matter is complex and requires more time, we will inform you of the revised timescale and keep you updated.
6. Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide you with a clear and reasoned response. This will typically include:
A summary of your complaint as we understand it
Details of the steps we took to investigate the matter
Our findings and any conclusions reached
Any action we will take to put things right or prevent a recurrence
Depending on the circumstances, possible outcomes may include:
An explanation or clarification
A formal apology
Practical steps to resolve a service issue
A gesture of goodwill or compensation, where appropriate and in line with our terms
7. If You Are Not Satisfied with the Outcome
If you are unhappy with our initial response, you may request that your complaint is reviewed at a higher level. In such cases, a senior manager will re-examine the complaint, the investigation, and the conclusions reached.
To request a review, please provide any additional information that you believe has not been considered, along with a brief explanation of why you feel the outcome is unsatisfactory. We will acknowledge your request and aim to provide a final response within 14 working days.
8. Time Limits for Making a Complaint
We ask that complaints relating to our man and van or removal services are raised as soon as reasonably possible, and no later than 28 days after the service took place. Reporting issues promptly helps us investigate more thoroughly and increases the chances of a satisfactory resolution.
9. Claims for Loss or Damage
If your complaint concerns loss or damage to your belongings, please notify us as soon as you become aware of the issue. We may ask you to provide:
Photographs of the damage from different angles
Proof of purchase or estimated value of the affected items
Any relevant packaging or labelling information
We will assess such claims in accordance with our service terms, any applicable insurance provisions, and the information you provide.
10. Confidentiality and Data Protection
All complaints are treated seriously and handled with discretion. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We retain complaint records for an appropriate period in line with our data protection practices.
11. Continuous Improvement
We view complaints as an important source of feedback about our moving and removal services. Where we identify recurring issues or areas for improvement, we will review our procedures, staff training, and service standards. Our aim is to minimise the likelihood of similar problems occurring in future and to enhance the overall experience for our customers.
12. Contacting Us About a Complaint
If you wish to make a complaint or have any questions about this procedure, please contact our office and state that you wish to raise a complaint. You will not be charged for using this procedure and we will always do our best to handle your concerns fairly, professionally and promptly.
Competitive Prices on Man and Van Fulham Services
When you're going to move out do not waste time but cal our professional man and van Fulham experts!
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: SW6 4DH
City: London
Country: United Kingdom
Web: https://manandvanfulham.org.uk/
Description: We are the first company in Fulham, SW6 to have the best licensed man and van experts in the district. Hire them today and get a free quote.
