Complaints Procedure

Complaints Procedure for Man with Van Shepherd's Bush

Man with Van Shepherd's Bush is committed to providing a professional, reliable and fair removal service for all customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

Our Commitment to You

We aim to resolve all complaints quickly, fairly and with as little inconvenience to you as possible. Every complaint is taken seriously and used as an opportunity to improve our home and office removal services, packing services and man and van moves.

We commit to:

Listening carefully to your concerns, treating you with respect at all times, investigating the issues thoroughly and objectively, keeping you informed of progress, and providing a clear and reasoned outcome.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, or the way your removal or delivery has been handled. You can complain about any part of our service, including booking arrangements, moving day conduct, handling of your belongings, punctuality, or after-service communication.

How to Raise a Complaint

You should raise your concerns as soon as possible so that we can address the issue while the details are still fresh. Please provide your full name, the date of your move or booking, a clear description of what went wrong, and what outcome you are seeking, such as an apology, explanation, or review of charges.

You can submit your complaint in writing or verbally. Written complaints help ensure that nothing is missed and may assist us in reaching a faster and clearer resolution.

Stage One: Informal Resolution

In the first instance, we encourage you to speak directly with the driver or team leader on the day of the move, or with the person with whom you made the booking. Many concerns can be settled quickly and informally, especially where there has been a misunderstanding over timings, access arrangements, or the scope of the removal service.

At this stage, we will aim to resolve your complaint immediately or within a short period of time. We may suggest practical solutions such as rearranging collection or delivery times, clarifying charges on your quote or invoice, or revisiting your property to complete agreed work.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or you feel your complaint is too serious to be handled informally, you may escalate the matter as a formal complaint. When doing so, please provide as much detail as possible, including dates, times, location of the move, a description of any damage or loss, and the names of any staff involved if known.

Upon receiving your formal complaint, we will acknowledge it and start our investigation. We may contact you to clarify details, request photographs or evidence of any damage, or ask for copies of documents such as quotes, booking confirmations or inventories.

Investigation and Response Timescales

We aim to provide an initial response to your formal complaint within a reasonable period, setting out how we will investigate and when you can expect a full reply. Complex complaints, such as those involving alleged loss or damage of goods during transit or disputes over access conditions, may take longer to investigate, but we will keep you updated on progress.

Our full response will explain what we have found, whether your complaint has been upheld in full or in part, the reasons for our decision, and any steps we will take to put things right or prevent a recurrence.

Possible Outcomes

Depending on the circumstances, outcomes may include an apology and explanation, corrective action such as revisiting a property to complete or rectify work, a review of charges in line with our terms and conditions, or internal staff training and process improvements for future moves.

Where claims for loss or damage are involved, any remedy will be considered in accordance with our service terms, any agreed insurance cover and the information you supplied at the time of booking, such as declarations of value, access restrictions or special handling requirements.

If You Remain Dissatisfied

If you are unhappy with our final response, you may ask us to review the decision again, providing any additional information that you believe has not been considered. We will carry out a further review where appropriate and explain whether our original decision stands or needs to be adjusted.

Although we always aim to resolve matters directly with our customers, you may also seek independent advice about your rights in relation to removal services, consumer law, or resolving disputes, depending on your circumstances.

Your Responsibilities When Making a Complaint

To help us deal with your complaint efficiently, we ask that you provide accurate information about your move and your concerns, cooperate with our investigation by responding to requests for further details, evidence or clarification, and treat our staff respectfully throughout the process. Abusive or threatening behaviour towards our team will not be tolerated and may result in communications being restricted to written correspondence only.

Using Feedback to Improve Our Service

All complaints, whether upheld or not, are recorded and reviewed to identify patterns and areas where our man and van and removal services can be improved. This may include updating our booking procedures, improving communication about timings, access and parking, investing in staff training, or reviewing how we pack, load and transport items during domestic and small business moves.

By following this complaints procedure, Man with Van Shepherd's Bush aims to ensure that every concern is taken seriously, dealt with fairly and used as an opportunity to enhance the quality and reliability of our removal services for future customers.