Complaints Procedure

Complaints Procedure for Shepherds Bush Man and Van

Shepherds Bush Man and Van is committed to providing reliable and professional removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. 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.

Our Approach to Complaints

We treat all complaints seriously, whether they relate to local moves, longer distance removals, packing services, loading and unloading, or general customer care. Our aims are to:

Listen to your concerns and understand what went wrong.

Respond promptly and clearly.

Investigate complaints fairly and objectively.

Provide a suitable remedy where a complaint is upheld.

Use feedback to improve how we manage future removal bookings and moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may relate to:

The standard of our removal or man and van service.

Damage to property or belongings during collection, transit, or delivery.

Delays, missed appointments, or scheduling issues.

The behaviour or attitude of our staff or contractors.

Communication before, during, or after your move.

Billing, quotations, or how charges have been applied.

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

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible so we can understand and investigate your concerns. Include:

Your full name and any reference details we may have given you for your booking.

The date of your move or the date of the issue.

A clear description of what went wrong.

Any supporting information, such as photographs of damage or relevant notes.

What outcome you are seeking, if you have a preferred resolution.

Time Limits for Making a Complaint

To help us investigate effectively, we encourage you to raise any concerns as soon as possible. For issues relating to damage or loss of items during a move, you should inform us as soon as reasonably practical after delivery. Where possible, this should be within a short period of discovering the problem so we can assess the situation accurately.

Our Complaints Handling Stages

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including an estimated timescale for our investigation and response.

Stage Two: Investigation

A member of our management team will review your complaint. This may involve:

Checking your booking details and service notes.

Speaking with the team members involved in your move or enquiry.

Reviewing any photographs, inventory records, or other evidence.

Assessing whether our terms and conditions were applied correctly.

We aim to complete this investigation within a reasonable period, depending on the complexity of the issue and the availability of information.

Stage Three: Response and Outcome

Once our investigation is complete, we will provide a written response. This will explain:

What we have understood from your complaint.

The steps we took to investigate.

Our findings and whether your complaint is upheld, partially upheld, or not upheld.

Any actions we will take to remedy the situation.

Depending on the circumstances, possible outcomes may include:

An apology and explanation.

Correction of errors in documentation or billing.

Practical steps to resolve service issues where possible.

Consideration of compensation where justified and in line with our terms and conditions.

If You Are Not Satisfied With Our Response

If you remain dissatisfied after our written response, you may ask for your complaint to be reviewed again, explaining why you are unhappy with the outcome or how you believe the matter remains unresolved. We will then consider whether any further investigation is appropriate and inform you of our final position.

Complaints Involving Damage or Loss

For complaints about damage to property or belongings, we may ask you to provide additional information, such as photographs, proof of value, or details of repair estimates. Our assessment will take into account:

Pre-existing wear and tear or damage.

Packing arrangements and any agreed responsibilities.

The suitability of access, parking, and handling conditions at collection and delivery points.

The coverage and limitations set out in our terms and conditions.

Any settlement offered will be made strictly in accordance with our contractual terms and applicable limits.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with team members who need it to investigate and resolve the matter. We handle personal data in line with relevant data protection requirements and retain records of complaints for a reasonable period so that we can monitor and improve our services.

Using Complaints to Improve Our Service

We value feedback and use it to improve how we manage removals and man and van work for customers in our service areas. We review complaints periodically to identify any recurring issues or trends. Where needed, we may change our processes, provide additional staff training, or adjust how we plan and deliver removal jobs.

Summary

Our complaints procedure is designed to be clear, fair, and accessible. By telling us when something has gone wrong, you give us the opportunity to put it right and to enhance the quality and reliability of Shepherds Bush Man and Van services for all customers.