Fulham Removals Complaints Procedure

Fulham Removals is committed to providing a reliable, professional removals and storage service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve matters fairly and promptly.

1. Purpose and Scope

This procedure applies to all domestic and commercial customers who have used, or have arranged to use, our services. It covers complaints relating to any part of our service, including surveys, quotations, booking and administration, packing, loading, transport, delivery, and storage.

We treat all complaints seriously and use the information you provide to improve our service and prevent similar issues from arising in the future.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you would like us to investigate and respond. This may include, for example:

Service not delivered as agreed or expected.

Damage to property or loss of items.

Delays, missed appointments, or communication issues.

Concerns about staff conduct or behaviour.

Problems with documentation, invoices, or charges.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.

3. How to Make a Complaint

You can make a complaint in writing or verbally. We recommend that complaints are made in writing wherever possible so that we have a clear record of your concern and the details of the move. When submitting a complaint, please provide:

Your full name and the address where the service was provided.

The date of the move or the period of storage.

A clear description of what went wrong and when it occurred.

Any relevant supporting information, such as inventories, photographs, or delivery documents.

Details of how you would like us to resolve the matter, if you have a preferred outcome in mind.

We encourage you to raise your complaint as soon as possible and ideally within seven days of the service being completed, especially where damage or loss is alleged. This helps us investigate effectively while information is still current.

4. Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within five working days. Our acknowledgement will confirm that we have received your complaint, identify the person who will be handling it, and indicate the expected timescale for our investigation and response.

5. Investigation Process

Your complaint will be investigated by a manager or senior member of staff who was not directly responsible for the issue you have raised, where possible. The investigation may include:

Reviewing your booking, quotation, and move documentation.

Checking inventories, delivery notes, and any signed paperwork.

Speaking with the crew members or staff involved.

Reviewing any photographs or evidence supplied.

In some cases, we may need further information from you. If so, we will contact you to clarify details or request additional evidence.

6. Our Response and Timeframes

We aim to provide a full written response to your complaint within twenty one working days of acknowledgement. If the matter is complex and we require more time, we will let you know and provide an updated timescale.

Our response will explain:

What we have understood your complaint to be.

The steps we have taken to investigate.

Our findings and any conclusions reached.

Any remedy or offer we are able to make, where appropriate.

If we find that we have not met our usual standards, we will apologise and outline any corrective actions we will take, which may include staff training, process changes, or other improvements.

7. Remedies and Resolution

Where your complaint is upheld in full or in part, we will consider appropriate remedies, which may include, depending on the circumstances:

Putting things right where that is reasonably possible.

Offering a partial or full refund, in line with our terms and conditions.

Making an offer of compensation where there is clear loss or damage and liability is established.

Providing an explanation and assurance regarding preventive measures.

Any financial remedies will be assessed in accordance with our terms of business, the level of cover selected, and any applicable insurance provisions. Please note that we may request evidence of value or repair estimates to support a claim for loss or damage.

8. If You Are Not Satisfied

If you are unhappy with our final response, you may request that the complaint is reviewed by a senior manager who was not previously involved in handling the matter. This review will consider whether the complaint was dealt with fairly and in accordance with this procedure.

We will aim to complete the review and provide a further written response within fourteen working days. This response will set out whether our position remains the same or if any aspect of the outcome has been changed.

9. Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with staff who need it to investigate and resolve the matter. Any personal data collected during the complaints process will be handled in accordance with our privacy practices and relevant data protection requirements.

10. Recording and Monitoring Complaints

We maintain a record of all complaints received, including details of the issue, the outcome, and any actions taken. We review complaint data regularly to identify trends and areas where we can improve our removals and storage services, from planning and packing through to delivery.

11. Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and in line with our legal and regulatory obligations. Updated versions will apply to all new complaints received after the date of any change.

We appreciate all feedback, whether positive or negative, as it helps us maintain and improve the standard of our services for customers planning moves in Fulham and surrounding areas.