Complaints Procedure

Complaints Procedure for Our Shepherds Bush Removal Company

This Complaints Procedure explains how customers of our removal company based in Shepherds Bush can raise a concern and how we will deal with it. We are committed to providing reliable, professional moving services across our local service area and to handling any problems in a fair, transparent and timely way.

Our Commitment to Customers

We aim to provide a high standard of service on every move, whether you are relocating a small flat, a family home or commercial premises. If something goes wrong, we want to know about it so we can put matters right where possible and improve our services for the future.

All complaints are treated seriously. We will listen carefully, investigate impartially and respond within reasonable timeframes. You will not be charged for making a complaint.

What This Procedure Covers

This procedure applies to any concern or complaint about our removal services, including but not limited to:

Service quality during your move, packing or storage

Conduct or attitude of our staff or contractors

Damage to property or belongings related to our work

Delays, missed appointments or scheduling issues

Billing, quotations and payment concerns

Health and safety practices when we are on site

If your complaint relates to matters outside our direct control, we will explain this and, where appropriate, direct you to the most suitable organisation for further assistance.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We encourage you to raise any issues as soon as possible so they can be investigated while details are still fresh. When you contact us, please provide:

Your full name and preferred contact details

The date and address of the move or service

A clear description of what went wrong

Any relevant supporting information such as inventory lists, photos of damage or reference numbers

What outcome you are seeking, such as an explanation, apology, corrective work or compensation where appropriate

If you first raise your concern informally with a member of staff on the day of your move, they will try to resolve it straight away. If it cannot be resolved or you are not satisfied with the response, you can make a formal complaint following this procedure.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable period of time. We will confirm that we have received your concerns and explain what will happen next. At this stage we may request further information if needed to understand the issue clearly.

Stage 2: Investigation

A senior member of our team, not directly involved in the original issue wherever possible, will review your complaint. This may include:

Checking booking records, job sheets and inventories

Speaking to the staff who attended your property

Reviewing any photographs, videos or written notes provided

Assessing whether our procedures and service standards were followed

We aim to complete our investigation as promptly as practicable, taking into account the complexity of the matter and the availability of relevant information.

Stage 3: Response and Outcome

After the investigation, we will provide a written or verbal response setting out:

Our understanding of your complaint

The steps we took to investigate

Our findings and conclusions

Any actions we will take to remedy the situation, if appropriate

Any changes we will make to our processes to help prevent a similar issue arising again

Possible outcomes may include an explanation, apology, corrective work, a goodwill gesture or consideration of compensation where justified and in line with our terms and conditions and applicable law.

Time Limits for Complaints

We recommend that you raise any concerns about our removal services as soon as possible and, in any event, within a reasonable period of the service being provided. Prompt notification allows us to gather accurate information and evidence. Reports of loss or damage to goods should be made as soon as they are discovered, in line with the time limits set out in our terms and conditions.

Fairness and Confidentiality

We will treat you with respect and courtesy throughout the complaints process and expect the same in return. We will handle your information in confidence and only share details internally with those who need them to respond to your complaint. Personal information is held and processed in accordance with our privacy practices and applicable data protection requirements.

Escalating Your Complaint

If you are not satisfied with our final response, you may ask for a further review by a more senior manager where available. When doing so, please explain which aspects of our decision you disagree with and why. We will review your concerns again and provide a response. This will normally be our final position on the matter.

Depending on the nature of your complaint and the services you used, you may have the option of seeking independent advice or taking the matter to an external dispute resolution body or court. We will provide information about any such options that may be relevant, where we are aware of them, but we cannot provide legal advice.

Using Complaints to Improve Our Service

We use feedback and complaints to improve how we plan and carry out removals across our service area. This may involve additional training for staff, refining our packing and loading procedures, reviewing our scheduling and communication or updating our customer documentation. By telling us when things go wrong, you help us maintain and improve the quality of our moving services.

Status and Review of This Procedure

This Complaints Procedure forms part of our commitment to high standards in the removals sector. It does not replace or override any rights you may have under the law or under our terms and conditions. We may update this procedure from time to time to reflect changes in our services, in industry practices or in legal requirements. The version published on our website or supplied to you at the time of your complaint will apply.

If you have any questions about this Complaints Procedure, you can contact us and we will be happy to explain how it works and how it applies to your circumstances.