Complaints Procedure

Complaints Procedure for Man and Van Shepherd's Bush

Man and Van Shepherd's Bush is committed to providing reliable and professional removal and man and van services. We aim to deliver excellent customer care at every stage of your move. If something goes wrong, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern and how we will respond.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. It applies to all services we provide, including domestic removals, small moves, house clearances, and transport of goods. Our goals are to resolve problems as quickly as possible, treat all customers with respect, and learn from any mistakes.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, which requires a response. This may include issues such as delays, damage to items, conduct of staff, pricing concerns, communication problems, or disagreements about what was agreed before or during your move.

We also welcome feedback that is not a formal complaint, as this helps us maintain high standards across our removal and man and van services.

How to Make a Complaint

If you are unhappy with any part of our service, we encourage you to raise the issue as soon as possible. In many cases, problems can be resolved quickly by speaking directly to the team member on site or the person who took your booking. If the issue is not resolved to your satisfaction, or if you prefer not to discuss it informally, you can make a formal complaint.

You may submit a complaint in writing, describing clearly what went wrong and what outcome you are seeking. Please include your full name, the date of your move, the collection and delivery locations, a description of the issue, and any relevant evidence such as photos or inventory notes. Providing as much detail as possible will help us investigate thoroughly.

Time Limits for Making a Complaint

We ask that you raise complaints as soon as you become aware of an issue. For service quality issues, you should normally contact us within 7 days of the move. For any claims relating to loss or damage of goods, you should notify us as soon as possible and no later than the time period specified in your booking terms and conditions. Complaints raised outside these timeframes may be more difficult to investigate, but we will still review them where possible.

Our Complaints Handling Process

When we receive your complaint, we will follow a structured process designed to be transparent and fair.

First, we will acknowledge your complaint. We will confirm that we have received your concerns and explain the next steps in the process. We will also provide an estimated timescale for our initial investigation and response.

Second, we will investigate. This may involve speaking with the crew who carried out your move, reviewing booking notes, checking any photographs or videos, and examining any other evidence you provide. Where necessary, we may ask you for further information to ensure we fully understand the situation.

Third, we will respond in writing. We will outline our findings, address the points you have raised, and explain our decision. Where appropriate, we will propose a resolution. Possible outcomes may include an apology, an explanation, corrective action, a goodwill gesture, or where justified under our terms and conditions, a contribution towards repair or replacement of damaged items.

Timescales for Response

We aim to acknowledge all formal complaints promptly. Our goal is to complete our initial investigation and provide a full response within 14 working days. If the matter is complex or requires more time to investigate, we will inform you of the reason for the delay and provide an updated timescale. We will keep you informed of progress until the complaint is resolved.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In this case, a more senior member of the team will re-examine the details, including the original investigation and any additional information you wish to provide. We will then confirm whether the original decision is upheld or if a different outcome is appropriate.

We are committed to dealing with all complaints fairly. However, if after our internal review you still feel the matter has not been resolved reasonably, you may wish to seek independent advice on your options.

Our Commitment to Fairness and Respect

All complaints will be handled confidentially and with respect. We will not treat you differently or negatively because you have raised a concern. Our staff are trained to deal with complaints professionally and courteously. In return, we ask that customers communicate with us respectfully and avoid abusive or threatening behaviour, which may limit how we can continue discussions.

Learning and Service Improvement

We view complaints as an important source of feedback. When issues are raised, we review what happened and consider whether changes are required to our procedures, staff training, or communication. This helps us maintain and improve the reliability of our removal and man and van services for all customers in our operating area.

By following this complaints procedure, Man and Van Shepherd's Bush aims to resolve problems efficiently, act fairly, and support customers throughout the process whenever concerns arise about our services.