Complaints Procedure
Man and a Van Shepherds Bush Complaints Procedure
Man and a Van Shepherds Bush is committed to providing a reliable, professional removal and man and van service. We recognise that, despite our best efforts, things can occasionally go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
1. Purpose of this complaints procedure
The purpose of this procedure is to offer a clear, fair and timely way for customers to let us know if they are dissatisfied with any aspect of our service. This includes issues related to bookings, punctuality, conduct of staff, handling of belongings, quality of the removal service, or charges for work carried out.
We use all genuine complaints as an opportunity to review and improve how we provide local and regional removal and man and van services.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. Examples include:
Service not delivered as agreed or expected, such as delays, incomplete work, or vehicles not arriving as arranged.
Concerns about how your items were handled, loaded, transported or unloaded.
Disputes about charges, additional costs, or clarity of quotations.
Unprofessional behaviour, attitude, or conduct by any member of our team.
Communication problems, such as not being kept informed about changes or difficulties with contacting us.
General comments, suggestions or positive feedback are always welcome, but they are not treated as formal complaints unless you specifically ask us to handle them as such.
3. How to make a complaint
You can raise a complaint using any written method that is convenient for you. We recommend providing your complaint in writing so that we have a clear record of your concerns. When submitting a complaint, please include:
Your full name and any reference or booking details relating to your move.
The date and location of the removal or man and van service.
A description of what went wrong and how it affected you.
Any relevant evidence, such as photographs of damage or copies of documents.
How you would like the matter to be resolved, if you have a preferred outcome.
If you raise a complaint verbally, we may ask you to confirm the key details in writing so that we can investigate accurately and fairly.
4. Time limits for complaints
To help us investigate effectively, we ask that you contact us as soon as possible after the issue arises.
For service quality concerns, please contact us within a reasonable time after the completion of the work.
For concerns about loss or damage to property, we encourage you to notify us as early as possible and provide supporting evidence where you can.
Although we will always try to assist, delays in reporting a problem may make it harder to investigate events in detail.
5. Our complaints handling process
We aim to handle all complaints in a consistent and transparent way. In most cases, the process will follow these steps:
Step 1: Acknowledgement. We will acknowledge your complaint in writing within a reasonable period of receiving it. Where possible, we will confirm who will be dealing with your complaint and an estimated timeframe for our full response.
Step 2: Investigation. A member of our team will review the details of your complaint, including any documents, photographs, booking records, route information, and staff accounts. We may contact you to clarify points or request further information.
Step 3: Response. Once the investigation is complete, we will provide you with a written response setting out our understanding of the complaint, what we have found, and any actions we propose to take. Where appropriate, we may offer practical solutions, such as rectifying issues with the service, reviewing charges, or taking steps to prevent a similar situation arising again.
Step 4: Follow-up. If you are not satisfied with our initial response, you can ask for your complaint to be reviewed. Where possible, a different person will carry out this review so that your concerns are considered afresh.
6. How long the process takes
We aim to resolve most complaints promptly. Simple issues may be resolved within a few working days. More complex matters, particularly those involving multiple parties or detailed investigation of service records, may take longer.
If we need additional time to investigate, we will keep you informed, explain the reason for any delay, and give you an updated timescale for our response.
7. Fairness and confidentiality
All complaints are handled fairly and without discrimination. We will consider your views carefully and will not treat you differently for raising a concern about our removal or man and van services.
Information you provide will be handled sensitively and used only for the purpose of investigating and resolving your complaint, training our staff, and improving our services. We will share details internally only with those who need to know in order to deal with the matter properly.
8. Remedies and outcomes
Where we find that something has gone wrong, we will look at appropriate ways to put matters right. Depending on the circumstances, this may include:
Providing an explanation or apology where service standards have not been met.
Taking corrective action to complete agreed work or improve future service delivery.
Reviewing or adjusting charges where this is justified by the findings of our investigation.
Improving our internal procedures, training, or supervision of staff.
Any outcome will take into account the nature of the complaint, the evidence available, and the terms under which the service was supplied.
9. Continuous improvement
We review complaints data regularly to identify trends and areas where our local removal and man and van services can be improved. Feedback from customers is an important part of how we maintain and enhance our standards, from booking and planning to loading, transport, and unloading at your new address.
By following this complaints procedure, we aim to resolve your concerns fairly and to use your experience to strengthen the moving services we provide.
