This complaints procedure explains how customers of our removal services in and around Shepherd's Bush can raise concerns, how those concerns will be handled, and what to expect from us at each stage. We aim to provide a professional, reliable service, and we take all complaints seriously as an opportunity to resolve issues and improve our work.
The purpose of this document is to set out a clear, fair, and transparent process for dealing with complaints relating to our home removals, office moves, packing, storage handling, and any related services. It applies to all customers who have booked or received services from us in Shepherd's Bush or the surrounding areas.
A complaint is any expression of dissatisfaction about our services, staff conduct, communication, or the way a matter has been handled, where a response is explicitly or implicitly expected. This can include, for example:
Concerns about how your belongings were packed, loaded, transported, or unloaded.
Issues relating to timekeeping, punctuality, or failure to attend a booked removal.
Disputes about charges or clarity of quotations and invoices.
Concerns about the behaviour, attitude, or professionalism of our removal team.
Any other matter where you feel we have not met the standards you expected from a removal company.
You can raise a complaint through any of the following methods:
In writing, providing full details of your concerns, your name, and any relevant reference such as your booking date.
Verbally, by speaking to a member of our team, either at the time of the move or afterwards.
We encourage customers to submit complaints in writing wherever possible, as this helps us to keep an accurate record of the issues raised and to investigate thoroughly. When submitting a complaint, please include:
Your full name and the address where the removal service took place.
The date of the service and a brief description of the work carried out.
A clear description of what went wrong and how it has affected you.
Any relevant supporting information, such as photographs of damage or copies of documents.
To help us investigate effectively, complaints should be made as soon as reasonably possible after the event. Where your complaint relates to damage or loss of goods during a removal, you should inform us as soon as you become aware of the issue. Prompt notification improves the chances of a swift and fair resolution and may be required under the terms of any insurance relating to the removal.
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your concerns and explain the next steps in the process. If we require any further information to understand your complaint fully, we will request this at this stage.
All complaints are handled impartially and, where possible, by a manager or senior team member not directly involved in the original service. Our investigation may include:
Reviewing your booking details, inventory, and any agreed terms and conditions.
Speaking to the staff who carried out your removal or handled your enquiry.
Examining any photographs, written notes, or internal records related to your move.
Assessing any relevant insurance provisions and coverage limits.
We aim to conduct investigations thoroughly but also efficiently, recognising that customers want clear outcomes within a reasonable timescale.
Once we have completed our investigation, we will provide a written response that includes:
A summary of your complaint and our understanding of the issues raised.
An outline of the steps we took to investigate the matter.
Our decision and, where appropriate, an explanation of our reasoning.
Details of any proposed resolution or remedial action.
Possible outcomes may include an apology, corrective action on future services, a gesture of goodwill, repair or replacement of damaged items where appropriate, or confirmation that no further action can reasonably be taken. Any resolution will be made in line with our contractual terms and any applicable insurance or industry standards.
If you are not satisfied with the initial response, you may request that your complaint be reviewed by a more senior manager. When requesting escalation, please explain why you remain dissatisfied and what outcome you are seeking. The escalated review will consider the original investigation and any new information you provide. We will then issue a final response, which will conclude our internal complaints process.
We treat all complainants with respect and courtesy and expect the same in return. We will not tolerate abusive or threatening behaviour towards our team members. All complaints are handled confidentially, and information is only shared internally as necessary to investigate and resolve the matter. Personal information will be processed in accordance with applicable data protection requirements.
Complaints help us identify areas where we can improve our removal services in Shepherd's Bush and beyond. We regularly review complaints data to spot recurring issues, update staff training, and refine our operational procedures. Our aim is to reduce the likelihood of similar concerns arising in the future and to maintain a consistently high standard of service for all customers.
This complaints procedure is intended as a clear guide for customers and staff. It does not affect your statutory rights. We may update this procedure from time to time to reflect changes in our services, operational practices, or legal requirements, but any complaint already in progress will continue to be handled under the version that applied when the complaint was made.
We are one of the removal companies in Shepherd's Bush, W12 which provide excellent level of services at prices that won't burn a hole in your pocket.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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