Man with Van Fulwell Complaints Procedure
Man with Van Fulwell is committed to providing a professional, reliable and friendly removals and man and van service. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put matters right quickly and improve our service for the future.
Purpose of this Complaints Procedure
This complaints procedure explains how you can raise a concern or complaint about any aspect of our removal or transport services, and how we will manage and resolve it. It applies to all domestic and commercial customers who use our man and van or removal services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:
Issues with the booking process or information given about our services and charges.
Concerns about punctuality, conduct or behaviour of our team.
Problems with the handling, loading, unloading or protection of items.
Damage or loss of goods during a move or delivery.
Disputes about charges, payment, or any agreed terms.
Any other aspect of our service that falls below your expectations.
Raising a Complaint
We encourage you to raise any concern as soon as possible so that we can address it promptly. In many cases, issues can be resolved informally on the day.
Step 1: Speak to the Team on the Day
If your complaint arises during the move, please first speak to the driver or team leader. They will do their best to resolve the matter immediately where it is reasonable and safe to do so.
Step 2: Make a Formal Complaint
If your concern cannot be resolved on the day, or relates to something that becomes apparent later, you can make a formal complaint. When doing so, please provide:
Your full name and the address where the service was carried out.
The date of your move or booking.
A clear description of what went wrong and when it happened.
Details of any items damaged or missing, including approximate value where possible.
Any supporting evidence, such as photographs of damage or copies of paperwork.
We ask that formal complaints about our removal or man and van service are submitted as soon as reasonably possible and within a reasonable time of the service being completed. This helps us to investigate effectively.
How We Handle Your Complaint
Acknowledgement
Once we receive your complaint, we will record it and acknowledge it. We aim to do this within a reasonable timeframe. We may contact you to request any further details we need in order to investigate.
Investigation
Your complaint will be reviewed by a person with appropriate authority in our business. The investigation may include:
Reviewing your booking details, inventory and any notes or photos taken by our team.
Speaking to the driver and any team members involved in your move.
Assessing any reported damage or loss, using photographs or descriptions you provide.
Considering whether our terms and conditions and agreed service levels were followed.
Response and Outcome
When the investigation is complete, we will provide you with a clear response explaining:
Our understanding of your complaint.
What we have found during our investigation.
Whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take to put things right where appropriate.
Possible outcomes may include an explanation or apology, corrective action in relation to our procedures, or a form of redress where this is appropriate and in line with our terms and conditions and any applicable insurance arrangements.
Timeframes
We aim to deal with all complaints as quickly as possible. The time required will depend on the complexity of the issues raised and whether we need additional information. While we cannot guarantee a fixed timescale in every case, we will keep you informed if an investigation is likely to take longer than usual.
Damage and Loss of Goods
If your complaint relates to damage to property or loss of items, we will carefully consider:
The condition of items prior to the move where this is known.
The suitability of packing and protection used.
Any pre-existing defects, wear or instability of items.
Any exclusions or limitations set out in our terms and conditions.
We may request photographs of the damage and proof of value to help assess any claim. Any offer of compensation or other remedy will take into account our contractual terms, the nature of the damage or loss, and any relevant limitations of liability.
Your Responsibilities When Making a Complaint
To help us resolve your complaint fairly, we ask that you:
Provide accurate and complete information about what has happened.
Respond to reasonable requests for further details or evidence.
Do not dispose of or repair any damaged items before we have had a chance to review the issue, unless necessary for safety or to prevent further damage.
Communicate with our team in a respectful and constructive manner.
Further Review
If you are not satisfied with the outcome of our investigation, you may ask us to review the decision. In your request, please explain why you remain unhappy and what you would like us to reconsider. A further review will be carried out by a senior member of our team who was not involved in the original investigation wherever possible.
Continuous Improvement
We value all feedback, whether positive or negative. Complaints are an important source of information that helps us identify areas where our man and van and removals services can be improved. We regularly review complaints data to identify patterns, update staff training, and improve our processes so that we can deliver a consistently high standard of service to all customers.
Policy Review
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, operations or legal requirements. The version published here represents our current approach to handling complaints for Man with Van Fulwell.
