Complaints Procedure
Complaints Procedure for Shepherd's Bush Movers
Shepherd's Bush Movers is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns, how we will respond, and the steps we will take to put matters right and improve our service.
Purpose of This Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction related to our services, including home moves, office removals, packing, storage handling and associated moving activities. Our aim is to resolve complaints promptly, learn from feedback, and maintain high standards of customer care.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of our removals services, the conduct of our staff or contractors, our communication with you, or the way we have handled a previous issue. This can include concerns about punctuality, handling of belongings, quality of packing, adherence to agreed instructions, administrative errors, or any other aspect of our moving service.
Who Can Make a Complaint
Any customer who has used, or attempted to use, Shepherd's Bush Movers may submit a complaint. This includes private individuals, businesses, landlords, tenants, and agents who have engaged us for removals or related services.
How to Raise a Complaint
You can raise a complaint by contacting us using your usual method of communication with Shepherd's Bush Movers. We encourage you to provide as much detail as possible so that we can investigate thoroughly. When submitting your complaint, please include the following information:
Your full name and contact details
Date of your move or scheduled service
Any reference number or booking details you have
A clear description of what went wrong and when
Details of any staff or crew involved, if known
Any evidence that may help us, such as inventories or photographs
We recommend that complaints are made in writing where possible, so that there is a clear record of your concerns and the points you would like us to address.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as reasonably possible after the issue arises. In cases involving potential loss or damage to goods, we may need to take into account any time limits that apply under our terms and conditions or under relevant insurance arrangements.
Acknowledgement of Your Complaint
Once we receive your complaint, we will confirm that we have received it and that it is being reviewed. Where you have submitted a written complaint, we aim to acknowledge it within a reasonable timeframe, usually within a few working days. In our acknowledgement, we will outline the next steps and provide an indication of when you can expect a more detailed response.
How We Investigate Complaints
Your complaint will be handled by an appropriate member of our management team who was not directly involved in the issue wherever possible. The investigation may involve:
Reviewing your booking details, inventory and any relevant paperwork
Speaking with the removal crew or staff involved
Examining any available photographs or evidence you have supplied
Reviewing our internal policies, risk assessments and procedures for the service in question
Our objective is to establish what happened, why it happened, and what steps may be required to resolve the matter and prevent a recurrence.
Our Response and Possible Outcomes
Following our investigation, we will provide you with a written response setting out:
A summary of your complaint
The findings of our investigation
Any conclusions we have reached
Any corrective action or remedy we propose
Depending on the nature and circumstances of the complaint, possible outcomes may include an explanation, an apology, corrective work, a goodwill gesture, or other remedies offered in line with our terms and conditions and any applicable insurance policies.
Timeframe for Resolving Complaints
We aim to resolve complaints as quickly as is reasonably practicable, taking into account the complexity of the issues involved and the need to obtain information from our teams. If, for any reason, we are unable to provide a full response within the timescale initially indicated, we will let you know and keep you updated on progress.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you may ask us to review the decision. Wherever possible, a senior member of staff who was not involved in the earlier stages will re-examine your complaint, the investigation, and the response. We will then provide you with a further written reply, confirming whether our decision has been upheld, varied or overturned, and explaining our reasons.
Complaints Involving Loss or Damage
Where your complaint concerns alleged loss of or damage to your belongings, our handling of your complaint will be in line with our terms and conditions and any relevant insurance arrangements. It is important that you notify us of such issues as soon as possible and retain any damaged items for inspection, where applicable. We may need photographs or other supporting evidence to assess the circumstances and determine what remedy may be available.
Recording and Using Complaints to Improve Our Service
We keep an internal record of complaints, including how they were resolved. This helps us identify recurring issues, improve staff training, refine our procedures, and uphold service standards across all the moves we undertake. Your feedback, whether positive or negative, plays an important part in helping us maintain a professional removals service.
Confidentiality and Data Protection
All complaints will be handled with discretion. Information you provide will be used solely for the purpose of investigating and responding to your concerns, and for improving our services. We handle personal data in line with applicable data protection requirements and our internal privacy practices.
Future Reviews of This Procedure
This complaints procedure may be updated from time to time to reflect changes in our services, legal requirements, or industry standards for removal companies. The version published on our website will always represent the current procedure we follow when handling complaints.
