Complaints Procedure for Shepherd's Bush Removals

Shepherd's Bush Removals is committed to delivering reliable, professional removal and moving services. We aim to handle every move with care, from local home removals to larger commercial relocations. However, we recognise that issues can sometimes arise. This Complaints Procedure explains how you can raise a concern and how we will respond, investigate, and resolve matters fairly and efficiently.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, accessible route for customers to express dissatisfaction with any aspect of our removals or related services. It ensures that all complaints are handled consistently, promptly, and in a way that promotes continuous improvement in how we operate.

This procedure applies to all customers who have used, or attempted to use, our services, including home moves, office removals, packing services, storage, and any associated work carried out by Shepherd's Bush Removals.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is about the conduct of our staff, the standard of our work, damage or loss relating to a move, delays, communications, invoicing, or any other aspect of your experience with Shepherd's Bush Removals.

You do not need to use specific words or formal language for your concern to be treated as a complaint. If you tell us that you are unhappy with our service and would like us to look into it, we will follow this procedure.

Raising a Complaint

You should raise your complaint as soon as reasonably possible so that we can investigate while the details are still fresh. Where practical, please bring any issues to the attention of the team on the day of your move so they have a chance to resolve them immediately.

If the matter cannot be resolved on the day, or if you prefer to raise it later, you may make a complaint in writing. In your written complaint, please include the following information to help us investigate efficiently:

The date of your move or service, your full name and the collection and delivery addresses used for the move, a clear description of what went wrong, including relevant times, locations, and the names of any staff involved where known, any supporting details such as inventory lists or photographs, and what outcome or resolution you are seeking.

Our Complaint Handling Stages

We aim to resolve complaints in a structured way, with clear stages and timescales, while keeping you informed throughout.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, and we may request any further information we need to understand the matter fully.

Stage 2: Investigation

Your complaint will be assigned to an appropriate member of our management team who was not directly involved in the original issue wherever possible. The investigation may include reviewing booking records, job sheets, and inventories, discussing the matter with staff who attended the move, and assessing any photographs, documents, or other evidence you have provided.

During this stage, we may contact you for clarification or further information. We ask that you respond as promptly as possible so that we can keep the investigation moving.

Stage 3: Response and Outcome

When our investigation is complete, we will provide you with a written response setting out our understanding of your complaint, the steps we took to investigate, our findings, and any proposed resolution.

Depending on the circumstances, possible outcomes could include an explanation or apology where appropriate, corrective action to remedy a service delivery issue, a review of our internal procedures to prevent recurrence, or, where justified and in line with our terms and conditions, an offer of compensation or other remedy. Any offer of compensation will take account of our contractual obligations, insurance arrangements, and the specific facts of the case.

Timeframes

We aim to complete our investigation and provide a full written response within a reasonable period from the date we acknowledge your complaint. More complex matters, such as those involving third parties or insurance assessments, may take longer. If additional time is needed, we will inform you and keep you updated on progress.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of our investigation, you may request that your complaint be reviewed. In your request, please explain why you disagree with our findings or proposed resolution, and provide any further information that you would like us to consider.

A different senior member of our team will review the original investigation and outcome. Following this review, we will provide a final written response explaining our conclusions.

Your Responsibilities When Making a Complaint

To help us handle your complaint fairly and efficiently, we ask that you provide accurate and complete information, including any relevant documents or photographs, cooperate with our requests for further details or clarification, treat our staff with respect and allow reasonable time for us to investigate and respond. We reserve the right to bring the complaints process to a close where a complaint is pursued in a vexatious, abusive, or unreasonable manner, after providing clear warnings and explanations.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations.

Continuous Improvement

We take all complaints seriously and view them as an opportunity to improve the quality and reliability of our removal services. Feedback from complaints is regularly reviewed by management so that we can identify patterns, address recurring issues, and enhance our training, processes, and communication with customers.

By following this Complaints Procedure, Shepherd's Bush Removals aims to ensure that any concerns about our moving and storage services are addressed fairly, transparently, and with a focus on putting things right wherever we can.