Complaints Procedure

Complaints Procedure for Man and Van Shepherds Bush

Man and Van Shepherds Bush is committed to providing a reliable and professional moving service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our removal or man and van services, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints from customers. Our aims are to:

Listen carefully to your concerns.

Investigate issues thoroughly and impartially.

Resolve matters as quickly as possible.

Use your feedback to improve our services for future customers.

This procedure applies to all services provided by Man and Van Shepherds Bush, including home and office removals, packing assistance, loading and unloading, and transport.

2. What Counts as a Complaint

You may make a complaint if you are dissatisfied with any aspect of our service. This can include, for example:

Service not delivered as agreed, such as delays, missed time slots or incomplete work.

Concerns about the conduct, attitude or behaviour of our staff or drivers.

Damage to property or belongings alleged to have occurred during loading, unloading or transit.

Issues with communication, including unclear information about pricing, timings or service scope.

Any other situation in which you feel that we have failed to meet the standards you reasonably expected from a professional removal service.

3. How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible, as this helps us to understand the issue clearly and investigate efficiently.

When submitting a complaint, please include the following information:

Your full name and the address where the service was provided.

The date of your move or service.

A clear description of what went wrong, including times and locations where relevant.

Details of any damage or loss you believe occurred, including photographs if available.

Any steps you have already taken to discuss the issue with our staff on the day.

What outcome you are seeking, for example an explanation, an apology, corrective action or compensation.

Providing as much detail as possible will help us to reach a fair and prompt resolution.

4. Time Limits for Making a Complaint

We ask that you raise any complaint as soon as reasonably possible after the service has taken place. This allows us to gather accurate information and speak to the staff involved while events are still fresh in their minds.

In particular, any concerns about damage or loss to items should be reported as soon as you become aware of the issue. Delays in reporting may affect our ability to verify what has happened and to consider any claim.

5. Our Complaints Handling Stages

We aim to resolve most issues informally and quickly. However, if a matter requires a more detailed review, we follow the stages below.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it and conduct an initial review. Where possible, we will try to resolve straightforward issues immediately, for example by clarifying information, offering an explanation, or taking simple corrective action.

If the matter is complex or involves potential damage or loss, we will move to a more detailed investigation.

Stage 2: Investigation

At this stage we may:

Review booking details, service notes and any photographs or recordings we hold.

Speak with the driver or removal team involved.

Ask you for further details or evidence if needed.

Consider our terms and conditions and any relevant policies.

We aim to complete investigations within a reasonable timeframe. If we anticipate any delay, we will let you know and explain the reasons.

Stage 3: Response and Outcome

After the investigation we will provide a clear response setting out:

What we understand your complaint to be.

What we have investigated and the information we have considered.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take, which may include an apology, a service remedy, guidance to staff or, where appropriate, consideration of compensation in line with our terms and conditions.

6. Your Responsibilities During the Process

To help us deal with your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information.

Respond to any reasonable requests for clarification or evidence.

Treat our staff with courtesy and respect while your complaint is being handled.

Inform us promptly if the situation changes or if the issue is resolved through other means.

7. Complaints Relating to Damage or Loss

If your complaint involves alleged damage to property or belongings, we may request photographs, proof of value and any relevant reports. We will assess such complaints in line with our service terms, any agreed cover, and the condition and packaging of items at the time of the move.

We may also consider factors such as pre-existing wear and tear, structural vulnerabilities at collection or delivery addresses, access restrictions, and the suitability of packing and protection used during the move.

8. Confidentiality and Data Protection

All complaints are treated with respect and handled in confidence. Information will be shared only with staff who need it in order to investigate and respond to your concerns. We handle personal information in accordance with applicable data protection requirements and retain complaint records for an appropriate period as part of our quality and training processes.

9. Continuous Improvement

Your feedback, including complaints, helps us improve our moving and transport services. We review complaints regularly to identify patterns, training needs, and opportunities to enhance our procedures, communication and overall customer experience.

10. Status of This Procedure

This complaints procedure is intended to provide clear information about how we will handle concerns raised by customers. It does not affect any statutory rights you may have under consumer or contract law. We may update this procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals sector.

By setting out this process, Man and Van Shepherds Bush aims to deal with any issues in a transparent, fair and timely manner, and to maintain the standards expected of a professional removal and man and van provider.



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Contact us

Company name: Man and Van Shepherds Bush Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 79 Goldhawk Rd
Postal code: W12 8EG
City: London
Country: United Kingdom

Latitude: 51.5020580 Longitude: -0.2277000
E-mail:
[email protected]

Web:
Description: Hire our impeccable removal services in Shepherds Bush W12! Contact us now and our movers will be more than happy to lend you a helping hand!
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