Complaints Procedure
Movers Shepherd's Bush Complaints Procedure
Movers Shepherd's Bush is committed to providing a professional and reliable removals service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we are committed to resolving issues fairly, transparently and as quickly as possible. This Complaints Procedure explains how you can raise a concern about our services and how we will handle your complaint from start to finish.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, accessible process for customers who are dissatisfied with any aspect of our removals or related services. It applies to all work we carry out, including domestic and commercial moves, packing services, storage handling and any associated activities.
Our aims are to:
Listen carefully to what has gone wrong from your perspective.
Investigate all complaints thoroughly and impartially.
Provide a clear and timely response with an explanation of our findings.
Offer appropriate remedies where we are at fault.
Learn from complaints to improve our services across our operating area.
What We Class As a Complaint
A complaint is any expression of dissatisfaction about the standard of service, the actions or lack of actions by Movers Shepherd's Bush or anyone working on our behalf. This can include, for example:
Issues with punctuality, conduct or behaviour of removal teams.
Concerns about how belongings have been handled, packed, loaded or unloaded.
Damage, loss or delay relating to your possessions.
Problems with quotations, charges, documentation or payment processes.
Communication issues before, during or after your move.
Any other matter where you feel we have not met our stated standards of service.
How To Make a Complaint
You can raise a complaint verbally or in writing. To help us investigate effectively, please provide as much detail as possible, including:
Your full name and the address involved in the move.
The date of your move or the date the issue occurred.
A clear description of what went wrong.
Names of any team members involved, if known.
Any supporting information such as inventories, photographs or job references.
If you raise a complaint verbally during or immediately after your move, the attending team leader will do their best to put things right at the time. If the issue cannot be resolved on the spot, it will be referred to office management to be handled under this formal procedure.
Timescales for Raising a Complaint
To allow us to investigate thoroughly, we ask that you submit your complaint as soon as reasonably possible. For physical loss or damage to goods, we may ask for prompt notification and supporting information so we can assess the circumstances accurately. Even if some time has passed, you are still encouraged to contact us so we can review and respond.
How We Will Handle Your Complaint
Once we receive your complaint, it will be handled in the following stages:
Acknowledgement
We will acknowledge receipt of your complaint within a reasonable timeframe. At this stage we may request any additional information needed to understand the matter fully.
Investigation
A manager or designated complaints handler will review all relevant information, which may include:
Discussing the issue with you to clarify details.
Speaking to staff or contractors involved in the move.
Reviewing job notes, inventories, schedules and any photos or evidence.
Considering our terms and conditions and any related policies.
Outcome and Response
Once the investigation is completed, we will provide a written or verbal response setting out:
Our understanding of your complaint.
The steps taken during our investigation.
Our findings and whether we accept, partially accept or do not accept the complaint.
Any proposed remedies or next steps.
Where the matter is complex or requires more time, we will keep you informed of progress and provide an updated timescale for our response.
Possible Outcomes and Remedies
Where our investigation shows that we are at fault, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include:
An explanation and, where appropriate, an apology.
Corrective action, such as revisiting a property to complete agreed work.
Practical solutions to resolve service issues.
Consideration of compensation or contribution towards proven loss or damage, assessed in line with our terms and conditions and any applicable cover.
If we do not uphold your complaint, we will clearly explain our reasons so that you understand how we reached our decision.
Escalating Your Complaint
If you are not satisfied with the outcome of your initial complaint, you may request an escalation. In this case, a more senior member of our team, not previously involved in the matter, will review:
The original complaint and all supporting evidence.
The investigation carried out and the reasoning behind the decision.
Any new information you wish to provide.
Following this review, we will provide a final position on your complaint. This will include a summary of how the decision was reached and whether any additional action will be taken.
Your Responsibilities During the Process
To ensure we can deal with your complaint efficiently and fairly, we ask that you:
Provide accurate and complete information.
Respond to our reasonable requests for further details.
Retain any relevant documents or evidence until the matter is resolved.
Communicate with our staff courteously so that we can focus on resolving the issue.
Continuous Improvement
We value feedback from customers across our service area, whether positive or negative. Complaints are an important source of information that help us refine our moving processes, training and quality standards. We review complaints periodically to identify recurring issues and implement improvements wherever possible.
Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Any updates will be applied to future complaints and made available to customers who request information about how we handle concerns.
By outlining this process, Movers Shepherd's Bush aims to give you confidence that any problem you experience with our removals services will be taken seriously and addressed in a structured, professional and accountable way.
