Shepherd's Bush Man and Van Complaints Procedure
Shepherd's Bush Man and Van is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, customers may feel that something has not gone as expected. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and the steps we take to put things right wherever possible.
Our commitment to you
We aim to handle all complaints fairly, consistently and promptly. We will always treat you with respect, investigate your concerns thoroughly, and keep you informed throughout the process. Feedback, whether positive or negative, helps us improve our house moves, office relocations and general man and van services.
What is a complaint
A complaint is any expression of dissatisfaction about our service, whether it relates to a home removal, office move, packing service, loading and unloading, transportation, timing, conduct of staff, or administration such as bookings and invoices. You can raise a complaint even if you are not sure whether the issue is serious; if it matters to you, it matters to us.
When to raise a complaint
You should raise a complaint as soon as possible after the issue occurs, ideally within a reasonable time of your move or delivery. Prompt complaints make it easier for us to investigate, review the job records, speak to the crew involved and understand what happened on the day of service.
How to make a complaint
You can make a complaint in writing. When making a complaint, please provide as much information as you can so that we can investigate efficiently. Include the following details where possible:
The date of your move or service, your full name and the collection and delivery addresses, a clear description of what went wrong, any relevant booking references or job numbers, details of any conversations you have already had with our team and what outcome you are seeking, such as an explanation, apology, further work, or financial consideration.
We may contact you to request further information or clarification so we can fully understand your complaint.
What happens after we receive your complaint
Once we have received your complaint, we will log it and begin an internal investigation. Our process usually includes:
Reviewing your booking details, quotes and confirmations relating to the move, checking any notes made by our operational staff or drivers, speaking to the crew members who carried out your removal or man and van job, reviewing photographs or evidence provided by you or our team and assessing whether our service met our usual standards and agreed terms.
We aim to acknowledge your complaint within a reasonable timeframe and provide a full response once our investigation is complete. If we anticipate any delay, we will let you know.
Our response and possible outcomes
Once we have investigated your complaint, we will send you a written response explaining our findings. This response will aim to:
Summarise your concerns in clear terms, describe what we have investigated and the information we have considered, explain whether we uphold your complaint in full, in part, or not at all and set out any actions we propose to take as a result.
Where we find that our service fell below our expected standards, we will aim to put things right where it is reasonable to do so. Depending on the circumstances, this may include an apology, further work or remedial action, advice on preventing repeat issues in future moves, or, where appropriate, consideration of financial redress in line with our terms and conditions and any liability limits that apply to removals and transport services.
Timescales for resolving complaints
We seek to resolve most complaints as quickly as possible. Straightforward issues may be resolved after an initial review, while more complex matters, such as alleged property damage, loss of items, or disputes about timing and access, may take longer. If our investigation takes more time than expected, we will keep you updated on progress and when you can expect a final response.
Evidence and supporting information
To help us investigate effectively, you may be asked to provide supporting evidence, such as photographs of any alleged damage, copies of inventories or item lists, correspondence relating to the booking, or notes of conversations with our staff. In cases involving damage or loss, our ability to assist may depend on the evidence available and the terms agreed before the move, including any insurance arrangements in place.
Complaints about damage or loss
If your complaint relates to damage or loss of belongings during a removal or man and van service, please notify us as soon as you become aware of the issue. Some claims may be subject to specific time limits detailed in our terms and conditions or in any separate insurance policy you may hold. While we will always investigate, our ability to provide compensation can be affected by these limits and by the information available about how the items were packed, loaded, transported and unloaded.
Unresolved complaints
Our aim is always to reach a fair outcome through our internal complaints process. If you remain unhappy after receiving our final response, you may wish to seek independent advice regarding your consumer rights and available options. This could include speaking to an advice service or pursuing alternative resolution methods, subject to any applicable laws and contractual terms.
Using complaints to improve our service
We treat every complaint as an opportunity to learn and improve our removals and man and van operations. We regularly review the complaints we receive to identify patterns, training needs for staff, improvements to our booking and communication processes and ways to better protect customer belongings during handling and transport.
Updates to this Complaints Procedure
We may review and update this Complaints Procedure from time to time to reflect changes in our services, relevant regulations or best practice in the removals and transport sector. The version published here represents our current approach to handling complaints.
If you have concerns about any aspect of our service, we encourage you to raise them with us. We are committed to dealing with all complaints professionally and working with you to reach a fair and reasonable resolution.
