Complaints Procedure
Fulham Movers Complaints Procedure
Fulham Movers is committed to providing a professional, reliable and courteous removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern or complaint, how we will respond, and what you can expect from us at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route for raising issues about our home or office removal services, packing services, storage handling, or any other aspect of our work. It is designed to ensure that complaints are handled promptly, consistently and transparently, and that any justified issues are put right as quickly as possible.
We welcome feedback because it helps us improve the quality, safety and reliability of our removals services across our operating area. Whether your move is local or further afield, you are entitled to a thorough response and, where appropriate, a practical resolution.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. This can include, but is not limited to:
Service quality issues, such as delays, changes to the agreed schedule, or concerns with packing and handling of your items.
Concerns about the conduct, attitude or behaviour of our staff, drivers or packing teams.
Disputes regarding charges, invoicing, or the application of our terms and conditions.
Concerns about damage to property or belongings, loss of items, or issues relating to insurance and claims handling.
We encourage you to tell us as soon as you become aware of a problem so that we can investigate and address it promptly.
How to Make a Complaint
You can raise a complaint in writing. Written complaints help us to keep an accurate record of your concerns and any evidence you wish to provide. When making a complaint, please clearly state that you are submitting a complaint and include the following information:
Your full name and the address where the removal service took place or is scheduled to take place.
The date of your move or the date on which the issue occurred.
Your booking or reference number, if available.
A clear description of what went wrong, including relevant times, locations and the names of any staff involved, if known.
Details of any damage, loss or inconvenience you have experienced, along with supporting evidence such as photographs, inventory lists, or correspondence.
What outcome or resolution you are seeking, where applicable.
Providing as much detail as possible at the outset will help us investigate more efficiently and reach a conclusion sooner.
Our Acknowledgement and Initial Response
Once we receive your complaint, we will acknowledge it in writing within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide a reference for your case, and outline the next steps in the process.
Where we can resolve the matter quickly, we may provide an initial response and proposed resolution at the same time as our acknowledgement. If the matter is more complex, we will let you know that a full investigation is required and give you an indication of expected timescales.
Investigation Process
All complaints are handled by a member of our management team or an appointed senior representative who has not been directly involved in the matter under complaint, wherever possible. This ensures that your case is considered fairly and objectively.
During the investigation, we may:
Review your booking details, move plan and any written agreements.
Check relevant documentation such as condition reports, inventories and photographs taken before and after the move.
Interview the staff members involved in your move, including drivers and porters.
Consider any previous correspondence or complaints related to your case.
If we need more information or clarification from you, we will contact you with specific questions. Providing timely responses will help prevent delays in reaching a conclusion.
Timescales for Resolution
We aim to provide a full written response to your complaint within a reasonable period from the date of acknowledgement, depending on the complexity of the issues involved and the availability of relevant information.
If, for any reason, we are unable to complete our investigation within this timeframe, we will inform you in writing. In that update we will explain the reasons for the delay, confirm what additional steps are required, and provide a revised timescale for our final response.
Outcomes and Remedies
When our investigation is complete, we will send you a clear written response setting out:
The details of your complaint as we understand them.
The steps we have taken to investigate the matter.
Our findings and conclusions, including whether your complaint is upheld in full, in part, or not upheld.
Any corrective actions or remedies we are prepared to offer, where appropriate.
Possible outcomes may include an explanation or clarification, an apology, service improvements, practical steps to put things right, or financial remedies in accordance with our terms, conditions, and any applicable insurance cover.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may request that your complaint be reviewed by a more senior manager within Fulham Movers, provided this has not already occurred. This review will focus on whether the original investigation was handled fairly, thoroughly and in line with this procedure.
In some cases, you may have the option to seek independent advice or to pursue external dispute resolution or legal remedies. Any such steps will depend on the nature of your complaint, the contracts in place, and the rights available to you under relevant laws and regulations.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide to us in relation to a complaint will be used solely for the purposes of investigating and resolving your case, and for improving our services. We process personal data in accordance with applicable data protection laws and our internal policies.
Continuous Improvement
We review complaints periodically to identify any patterns or recurring issues in our removal and related services. Where we identify areas for improvement, we will take appropriate action, which may include staff training, updates to our procedures, or changes to our operational practices. By treating complaints as opportunities to learn, Fulham Movers aims to maintain and enhance the quality and reliability of our services for all customers.
