Complaints Procedure

Complaints Procedure for Man With a Van Shepherds Bush

Man With a Van Shepherds Bush is committed to providing a reliable, professional and fair removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This page explains how you can make a complaint, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We aim to resolve all complaints fairly, consistently and as quickly as possible. We will always listen carefully to your concerns, investigate thoroughly and keep you informed about our progress. We will treat every complaint respectfully and use what we learn to improve our removal services and customer experience.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges or communication, whether justified or not. This may include issues such as damage to items, delays, missed appointments, conduct of team members, or disputes about what was agreed for a move. If you are unhappy with any aspect of our man and van or removal service, we encourage you to tell us.

Raising a Complaint Informally

Many issues can be resolved quickly by speaking with our driver or move coordinator on the day of service or as soon as possible afterwards. If you feel able to do so, please raise the matter directly with the person you have been dealing with. They will do their best to understand the situation and propose an immediate solution where possible, such as adjusting how work is carried out or clarifying any misunderstanding.

If you are not satisfied with the response you receive informally, or if you prefer not to raise it in this way, you can make a formal complaint as set out below.

How to Make a Formal Complaint

To help us deal with your complaint efficiently, please provide the following information when you contact us:

Your full name and the address where the service was carried out; the date of your move and any booking reference you may have; a clear description of what went wrong, including relevant times and details; and what outcome you are seeking, for example an explanation, apology, remedial work or compensation. The more specific information you can provide, the easier it will be for us to investigate.

You may submit your complaint in writing using your preferred communication method. Written complaints help us to keep accurate records and ensure nothing is missed during the investigation.

Timescales for Acknowledgement and Response

Once we receive your formal complaint, we will send you an acknowledgement within a reasonable time. In most cases this will be within five working days. The acknowledgement will confirm that we have received your complaint and that it is being reviewed.

We aim to provide you with a full written response within twenty working days of acknowledging your complaint. If we are unable to meet this timescale because, for example, we are waiting for information from third parties or need to inspect items or locations, we will let you know and provide an updated timescale together with an explanation.

How We Investigate Complaints

When we receive a complaint, we will appoint a person who was not directly involved in the matter to review it wherever possible. Our investigation may include speaking with the staff involved in your move, reviewing job notes, photographs, inventory lists or signed documents, and, where relevant, inspecting any reported damage.

We will consider your comments carefully, compare them with the information we hold and decide whether the service we provided met our standards and obligations. We aim to be objective and fair to both you and our staff throughout this process.

Our Response and Possible Outcomes

Once our investigation is complete, we will respond to you in writing. Our response will summarise your complaint, explain what we have found, and set out our decision. Where your complaint is upheld, in whole or in part, we will explain what we will do to put matters right. This may include offering an apology, taking corrective action, providing a goodwill gesture, or, where appropriate and justified, considering compensation in line with our terms and conditions.

If we do not uphold your complaint, we will explain the reasons for our decision and the evidence we have relied on. In all cases, we will aim to make our explanation clear and easy to understand.

Escalating Your Complaint

If you are not satisfied with the outcome of our initial investigation, you may ask for your complaint to be reviewed again. Please set out why you disagree with the decision and provide any additional information you believe is relevant. A more senior member of our team will then review both the original complaint and our handling of it.

The reviewing person will consider whether the investigation was thorough, whether our decision was reasonable in light of the evidence, and whether any further steps are required. We will then send you a final written response.

Complaints Involving Loss or Damage

Where your complaint involves alleged loss of or damage to goods during a move, we may ask you for photographs, proof of purchase or repair estimates to support your claim. This helps us confirm the nature and extent of the loss or damage and allows us to assess any potential liability in accordance with our terms and conditions and any applicable limits.

We recommend that you notify us of any loss or damage as soon as possible after the service, so that we can investigate while the events are still recent and records are readily available.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to learn. We regularly review complaints to identify patterns, training needs and possible changes to our procedures, vehicles, equipment or communication methods. By doing this, we aim to reduce the likelihood of similar issues arising in future and to continually improve the quality and reliability of our man and van and removal services.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will store and handle your information in line with our data protection obligations and retain it only for as long as necessary.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with current legal and industry standards. We may update it from time to time, and the version available from us will always be the most current.

We value your feedback and appreciate the time you take to let us know when our service has not met your expectations. Your comments help us maintain and improve the standards we aim to deliver on every move.