Complaints Procedure for Man with Van Shepherds Bush

Man with Van Shepherds Bush aims to provide a dependable and professional moving and removal service. 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.

Purpose of This Complaints Procedure

The purpose of this procedure is to give our customers a clear and fair route to express dissatisfaction about any part of our service. This may include bookings, communication, conduct of staff, timing of moves, handling of items, or any other part of your experience with our removal services.

We are committed to treating all complaints seriously, dealing with them promptly and respectfully, and using the outcomes to improve our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received or expected to receive from Man with Van Shepherds Bush. For example, you may wish to complain if:

You believe we have failed to provide the service agreed in your booking confirmation.

You are unhappy with how your items were handled or transported.

You feel our staff behaved in an unprofessional or discourteous manner.

You experienced delays, cancellations, or changes to your move that were not handled appropriately.

You disagree with charges, invoicing details, or how an issue has been resolved.

Raising a complaint will not affect your right to use our services in the future or your statutory rights.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints are preferred where possible, as this helps us to understand the details clearly and create an accurate record.

When submitting a complaint, please include:

Your full name and any booking reference you have.

The date and approximate time of the service.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our team about the issue.

Any evidence you wish to provide, such as photographs or inventory notes.

The outcome you would like us to consider, for example a refund, explanation, or service review.

If you make a complaint verbally, we may ask you to confirm the main points in writing so we can ensure accuracy.

Timescales for Submitting a Complaint

We recommend that you raise any complaint as soon as reasonably possible after the event. For issues related to damage or loss, you should inform us as soon as you become aware of the problem so that we can investigate while the details are still clear.

Complaints raised a long time after the service has been completed may be more difficult to investigate fully, but we will always do our best to review the circumstances fairly.

How We Will Respond

Once we receive your complaint, we will:

Acknowledge receipt of your complaint within a reasonable time frame.

Record the details in our internal system and assign responsibility for handling your case.

Carry out an initial review to understand the key issues and what information is needed.

We aim to provide a full written response once we have completed our investigation. If the matter is complex or requires additional time, we will inform you and keep you updated.

Our Investigation Process

To investigate your complaint fairly, we may:

Review booking information, service agreements, and job notes.

Speak to the staff members involved in providing your service.

Examine any photographs, inventories, or other supporting documents.

Compare what happened with our internal policies and service standards.

We will consider both your account and the information we hold. Our aim is to understand what happened, why it happened, and what we can do to resolve the situation and reduce the likelihood of similar issues recurring.

Outcomes and Resolutions

After we have completed our investigation, we will explain our findings and the reasons for our decision. Possible outcomes may include:

An apology and explanation of what went wrong.

Corrective action, such as updating notes on your account or reviewing internal processes.

A gesture of goodwill, where appropriate.

Consideration of refunds or partial refunds, where our review shows that our service has not met the standards we aim to provide, in line with our terms and conditions.

If we do not uphold your complaint, we will explain clearly why the evidence does not support the claim.

If You Are Not Satisfied With the Response

If you are unhappy with our initial response, you may ask for your complaint to be reviewed again. In this case, where possible, a different member of our management team will re-examine your complaint, the evidence provided, and the decision already made.

We will then provide a final response setting out our position. This represents the conclusion of our internal complaints process. You still retain any rights you may have in law.

Our Commitment to Continuous Improvement

We treat every complaint as an opportunity to improve. Feedback from customers helps us identify where our moving and removal services, communication, or processes can be strengthened. We review patterns of complaints regularly to identify trends and take steps to enhance training, planning, and service delivery.

By following this complaints procedure, we aim to resolve issues as fairly and efficiently as possible while maintaining a high standard of service for all customers using Man with Van Shepherds Bush for their transport and removal needs.