Complaints Procedure

Complaints Procedure for Man and Van Fulham

Man and Van Fulham is committed to providing a reliable, careful and professional removals service. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern about our man and van or moving services, what we will do in response, and the timescales you can expect.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and consistent process for handling complaints about our removal and transport services. It applies to all customers who have used Man and Van Fulham for moving, loading, unloading, packing or related services. This procedure covers complaints about service quality, conduct of our staff, damage to goods or property, delays, cancellations and billing issues.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service where you would like a response or resolution. Examples include but are not limited to:

Service not delivered as agreed, such as arrival times or job scope.

Concerns about the handling, loading or unloading of your belongings.

Damage or loss of items during a move or while in our care.

Issues with the conduct, attitude or behaviour of our team members.

Disputes about pricing, charges or payment terms.

If you are unsure whether your concern is a complaint, you may still raise it with us and we will advise you how it will be handled.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We recommend providing your complaint in writing wherever possible so that we have a clear record of the issues and the outcome you are seeking. When submitting your complaint, please include:

Your full name and the address where the service was carried out.

The date of your move or booking.

A clear description of what happened and why you are dissatisfied.

Details of any damage, including photographs where available.

Any supporting documents, such as quotes, invoices or job references.

What you would consider to be a fair resolution.

Providing complete information at the outset helps us investigate more efficiently and respond to you more quickly.

Timescales for Making a Complaint

We ask that you raise any complaint as soon as reasonably possible after the service has been provided. For issues involving alleged damage, loss of items or concerns about the condition of your property after a move, you should notify us without undue delay once you become aware of the problem. Prompt reporting allows us to investigate while details are still fresh and any evidence is still available.

Our Complaints Handling Stages

We aim to deal with complaints in a straightforward and transparent way. Our complaints handling process usually follows these stages.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint, clarify any missing information we may need and give you an outline of the next steps in the process.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate seniority who is not directly implicated in the issue wherever possible. During the investigation we may:

Review booking details, job sheets and any relevant documentation.

Speak with the staff members involved in your move.

Examine photographs and any evidence you have supplied.

Consider our internal procedures and whether they were followed correctly.

If necessary, we may contact you for additional information or clarification while the investigation is ongoing.

Stage 3: Response and Resolution

After we have completed our investigation, we will provide you with a written response setting out:

A summary of your complaint.

The findings of our investigation.

Whether your complaint is upheld in full, in part or not upheld.

Any steps we will take to resolve the matter or put things right.

Any changes we intend to make to our processes to reduce the chance of similar issues occurring again.

Where appropriate, resolutions may include an apology, repeating work, offering a partial or full refund in line with our terms and conditions and legal obligations, or other practical steps to address the problem.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint at the first stage, you may request that we review it again. When asking for an escalation, please explain which aspects of our response you do not agree with and provide any additional information you believe has not been considered. A further review will then be carried out by a senior member of our team, where available, who will re-examine the matter and provide a final decision.

Your Responsibilities When Making a Complaint

We ask that all customers raising complaints do so calmly and respectfully. Providing clear, accurate and honest information helps us deal with your concerns efficiently. Abuse or harassment of our staff will not be tolerated and may limit our ability to continue communication. We also ask that you allow us reasonable time to investigate and respond before pursuing further action.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared within our business to the extent necessary to investigate and resolve your complaint, or where we are legally required to disclose it. We will handle your personal data in line with applicable data protection laws and our internal policies.

Continuous Improvement

We take all complaints seriously and view them as an opportunity to review and improve our removals and man and van services. Feedback from customers is regularly reviewed to help us identify patterns, refine our training and update our procedures to deliver a better experience for everyone who books a move with Man and Van Fulham.

Updates to this Complaints Procedure

This Complaints Procedure may be updated from time to time to reflect changes in our services, legal requirements or best practice in the removals industry. The version published on our website will always be the most current and will apply to any complaints raised while it is in effect.



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Company name: Man and Van Fulham Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 821 Fulham Rd
Postal code: SW6 5HG
City: London
Country: United Kingdom

Latitude: 51.4754630 Longitude: -0.2060390
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