Shepherds Bush Removals is committed to providing a reliable, professional and courteous removals service for customers moving home or business premises. If something goes wrong, we want to hear about it and put it right as quickly as possible. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
We aim to resolve all complaints fairly, consistently and within a reasonable timeframe. We treat every complaint as an opportunity to review our service, improve how we operate and maintain high standards for customers using our removals and related services.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your perspective. Acknowledge your complaint promptly and confirm the next steps. Investigate the matter thoroughly and objectively. Provide a clear explanation of our findings and any actions we will take. Learn from the outcome so we can enhance our removals service and customer experience.
A complaint is any expression of dissatisfaction about our removals or associated services, whether the concern is minor or serious. This may include issues related to booking, quotations, conduct of staff, punctuality, handling of belongings, damage, loss, administration or after-care.
We encourage you to raise any concerns as soon as you become aware of a problem, so that we can address it promptly and effectively.
You can make a complaint in writing or verbally. While we will accept verbal complaints, we recommend that you set out your concerns in writing where possible, so that there is a clear record of the issue.
When submitting your complaint, please provide:
Your full name and preferred contact details. Your removal date and reference, if known. A clear description of what went wrong and when it occurred. Details of any conversations you have already had with our team. Any evidence that may help us, such as photographs or item lists in the case of damage or loss.
This information helps us investigate your complaint thoroughly and respond in a detailed and fair manner.
In the first instance, we encourage you to raise your concern with the team member you have been dealing with, or with our office team. Many issues can be resolved swiftly at this stage, particularly operational matters related to booking details, scheduling, or minor service issues.
We will aim to acknowledge your complaint at Stage 1 within a reasonable timescale and to provide an initial response as soon as possible. Where the issue is straightforward, we may be able to resolve it immediately or within a short period.
If your complaint cannot be resolved at Stage 1, or if you feel your concern has not been adequately addressed, you may request that it is treated as a formal complaint under Stage 2.
At this stage, a senior member of our team will carry out a more detailed investigation. This may include reviewing your removal booking, schedules, documentation, inventory lists and any photographs or supporting evidence you provide. We may also speak with the staff involved in your move to understand exactly what took place.
We will aim to acknowledge your Stage 2 complaint within a reasonable time and will let you know the expected timescale for a full response. Our written response will explain:
The steps we took to investigate your complaint. Our findings and any conclusions we have reached. Any offer of remedy, such as an apology, corrective action or compensation where appropriate and in line with our terms and conditions. Any actions we will take to help prevent similar issues in future.
If you remain dissatisfied after receiving our Stage 2 response, you can request a further review. At this point, your complaint will be escalated to a more senior manager or director who was not directly involved in the previous handling of your case.
The reviewer will examine the way your complaint has been managed so far, consider whether our investigation was fair and complete, and decide whether our response and any remedies offered were reasonable and in line with our policies and contractual obligations.
We will confirm receipt of your escalation request and provide a final written response once this review is complete. This will represent the conclusion of our internal complaints procedure.
To help ensure that we can properly investigate events and access relevant records, we ask that complaints are raised as soon as reasonably possible after the issue occurs. In the case of damage or loss relating to a removal, we may specify time limits in our terms and conditions, and these will apply in addition to this policy.
Even where a complaint is received some time after the event, we will still consider it and do our best to assist, although our ability to investigate may be more limited.
All complaints are handled in a professional and respectful manner. We will not treat you less favourably because you have made a complaint. Our team are expected to remain courteous and impartial throughout the process.
Information you provide during the complaints process will be kept confidential and used only for investigating and resolving your complaint, improving our services and for any legal or regulatory purposes required. We will handle your personal data in accordance with applicable data protection laws.
We review complaints regularly to identify patterns, recurring issues and opportunities to improve our removals services and customer care. Outcomes from complaints may lead to additional staff training, changes in procedures, updates to our documentation or improvements in communication with customers.
By following this Complaints Procedure, Shepherds Bush Removals aims to ensure that all customers across our service area receive a consistent, transparent and fair approach whenever they raise a concern about our work.
