Complaints Procedure for Man with Van Shepherds Bush

This complaints procedure explains how Man with Van Shepherds Bush handles concerns and complaints about our removal and transport services. Our aim is to resolve issues quickly, fairly and in a way that helps us continually improve the service we provide to all customers.

Our Commitment to You

We want every moving job to run smoothly. If something goes wrong, we are committed to listening carefully, investigating thoroughly and putting things right where we can. We welcome feedback because it helps us improve our moving and delivery services.

All complaints are treated seriously and handled with respect. We will not treat you differently or reduce the quality of service you receive in future because you have raised a complaint.

What This Procedure Covers

This procedure applies to complaints about:

Service quality during removals or man and van moves, including punctuality, handling of goods, conduct of staff and communication before, during and after a booking.

Loss, damage or issues relating to items moved by our team, where these fall within our terms and conditions.

Administrative and booking issues, such as incorrect details, billing disagreements or misunderstandings about the services agreed.

This procedure does not cover matters that are criminal in nature or disputes that have already been decided by a court or external dispute body. In such cases, we may still cooperate with any ongoing legal process where appropriate.

How to Make a Complaint

We encourage you to raise concerns as soon as possible so that we can address them quickly. You can make a complaint in the following ways:

Speak directly to a member of our team on the day of your move and explain the problem, giving as much detail as possible.

Write to us, providing your full name, service date, collection and delivery addresses, and a clear description of what went wrong and how it affected you.

When you contact us, please include any relevant evidence, such as photographs of damage, inventory notes, or written confirmation of what was agreed when you booked. The more information you can share, the easier it is for us to investigate and respond.

Information We Need From You

To deal with your complaint efficiently, we ask you to provide:

Your full name and the name of the person who made the booking, if different.

The date and approximate time of your move or man and van service.

Addresses for collection and delivery.

A clear explanation of the issue, including what happened, when it happened and which members of staff were involved, if known.

Details of any loss, damage or extra costs you believe you have incurred.

What outcome you are seeking, for example explanation, apology, repair, replacement or partial refund, where appropriate.

How We Handle Your Complaint

We aim to acknowledge all complaints promptly. Once we receive your complaint, we will:

Record the details of your complaint in our internal system.

Review the information you have provided, together with relevant booking records, job sheets and staff reports.

Where necessary, speak to members of the team who were involved in your move to understand what took place.

Assess the facts in line with our terms and conditions, service standards and any applicable insurance coverage.

We aim to provide a full response within a reasonable time frame. If we need longer to investigate, we will let you know and keep you updated on progress.

Our Response and Possible Outcomes

After completing our investigation, we will explain our findings and any steps we will take. Depending on the circumstances, this may include:

An explanation of what went wrong and why it happened.

A formal apology for any inconvenience or distress caused.

Corrective action, such as retraining staff or reviewing procedures to reduce the chance of similar issues arising in future.

Where appropriate and in line with our terms, a goodwill gesture, repair, contribution to repair or compensation. Any financial settlement will take into account the evidence available, the condition and value of items, and any limits or exclusions stated in our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. In this case, your complaint and our initial response will be looked at again, usually by a more senior member of the team who was not directly involved in the original handling of the matter.

During this review we may request additional information or clarification from you, and we may re-check records and staff accounts. Once the review is complete, we will provide a final response outlining our conclusions and any further steps we can reasonably take.

Time Limits for Complaints

To enable us to investigate properly, we ask that you raise any issues as soon as possible after your move. Certain types of claim, especially those relating to loss or damage to goods, may be subject to specific time limits or conditions as set out in our terms and conditions and any applicable insurance policy.

While we will always try to be helpful, delays in raising a complaint can limit the actions we are able to take, especially where evidence may no longer be available.

Confidentiality and Data Protection

We treat all complaints and related information with care and confidentiality. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter or to improve our service.

We will handle your personal information in line with our data protection responsibilities and retain complaint records only for as long as is necessary for legitimate business and legal purposes.

Continuous Improvement

Every complaint is an opportunity for us to review how we operate and to strengthen our removal and man and van services. We regularly review complaint trends, look for recurring issues and update our training, processes and guidance to team members to reduce the risk of similar problems happening again.

By setting out this clear complaints procedure, Man with Van Shepherds Bush aims to give customers confidence that any concerns will be listened to, investigated fairly and used to help maintain a reliable, professional moving service.