Complaints Procedure for London Removal Companies
This complaints procedure explains how customers can raise concerns about our removal services and how we will respond. It is designed to be fair, transparent and easy to use for clients arranging moves within, to or from London.
Our Commitment to Resolving Complaints
We aim to provide a professional and reliable removals service at all times. If something goes wrong, we want to know so we can put it right and improve our service. All complaints are treated seriously, handled with respect and investigated thoroughly.
What This Procedure Covers
This procedure applies to complaints relating to our removals, packing, storage, and associated services. It covers issues such as quality of service, conduct of staff, timeliness, damage to property or belongings, and the accuracy of information given before or during a move.
This procedure does not cover employment disputes, commercial disputes with suppliers, or matters that are already the subject of legal proceedings. Those issues are managed under separate processes.
Raising a Complaint Informally
If you experience a problem during your move, we encourage you to speak with the team on site or your usual office contact as soon as possible. Many concerns can be resolved quickly and informally when raised at the time. We will always try to put matters right immediately where this is possible and appropriate.
How to Make a Formal Complaint
If your concern is not resolved informally, or you prefer to raise a formal complaint, you can do so in writing. Written complaints help us understand the issue clearly and keep a record of what has happened.
Please include the following information so that we can investigate thoroughly:
• Your full name and correspondence details
• The date of your move and your booking reference if available
• A clear description of what went wrong
• When and where the issue occurred, including addresses involved in the move
• Names or descriptions of any staff involved, if known
• Details of any losses, damage or inconvenience suffered
• What outcome or resolution you are seeking
Once we receive your written complaint, we will acknowledge it and begin our investigation.
Acknowledging Your Complaint
We will acknowledge your complaint as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including an estimated timescale for our detailed response.
How We Investigate Complaints
All complaints are investigated by an appropriate manager who was not directly responsible for the issue you have raised. This helps to ensure that complaints are reviewed fairly and objectively.
Our investigation may include:
• Reviewing your booking and service records
• Speaking with members of the removals team and office staff
• Inspecting any supporting evidence you provide, such as photographs or inventories
• Considering relevant terms and conditions and any applicable industry standards
We may contact you if we need further information or clarification about any aspects of your complaint.
Our Response and Possible Outcomes
After completing our investigation, we will provide you with a written response that sets out:
• A summary of the issues you raised
• The steps we took to investigate
• Our findings based on the information available
• Any action we propose to take to resolve the matter
Depending on the circumstances, possible outcomes may include an apology, corrective action on future bookings, practical steps to remedy the problem where possible, or consideration of compensation in line with our terms and conditions and any applicable insurance provisions.
Timescales for Handling Complaints
We aim to resolve complaints as quickly as possible while ensuring a thorough review. In most cases, we will provide our full written response within a reasonable period from the date we receive your completed complaint. If there is a delay, we will update you on progress and explain the reasons.
Escalating Your Complaint
If you are not satisfied with our final response, you may request that your complaint is reviewed at a higher level within our organisation. When you do this, please explain why you remain dissatisfied and what outcome you are seeking.
The senior reviewer will consider whether our original investigation was fair and whether our decision was reasonable in light of the information available. They may uphold the original decision, vary it, or ask for additional steps to be taken.
Claims for Loss or Damage
Where your complaint involves loss of or damage to property during a move, we will consider your claim in line with our terms and conditions, any declared value of your goods and the level of cover you have selected. You may be asked to provide evidence of ownership, value and the condition of items prior to the move.
We recommend that you report any loss or damage to us as soon as possible after becoming aware of it. Prompt notification helps us investigate effectively and may be a requirement under certain insurance arrangements.
Data Protection and Confidentiality
All complaints are handled in line with our obligations under data protection law. Information you provide will be used only for the purpose of investigating and resolving your complaint, monitoring the quality of our service and meeting legal or regulatory requirements. Complaint records are kept securely and retained only for as long as necessary.
Using This Procedure
By using this complaints procedure, you help us maintain and improve the quality of our removals services in London and beyond. We welcome all feedback and view complaints as an important opportunity to learn and enhance the service we provide to our customers.
