Complaints Procedure for Our Removal Company
We are committed to providing a professional, reliable and courteous removal service for every customer. If something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern about our removal services, how we will handle your complaint, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously and use them as an opportunity to improve. We aim to:
Listen carefully and treat you with respect and courtesy at all times.
Acknowledge and investigate your complaint promptly and impartially.
Keep you informed during the process and provide clear explanations.
Offer a fair outcome and, where appropriate, put things right or provide suitable redress.
Use the findings to review and improve our removal services for future customers.
What This Procedure Covers
This complaints procedure covers any dissatisfaction arising from our removal services, including but not limited to:
Local or long-distance household removals.
Office and commercial moves.
Packing and unpacking services.
Storage services provided in connection with a removal.
Handling of furniture, personal items or equipment during collection, transport or delivery.
Conduct, attitude or professionalism of our staff and subcontractors.
Information provided before your move, including quotations, booking details and schedules.
Before Making a Formal Complaint
If an issue arises during your move, please raise it with the crew leader or our office team as soon as possible. Many concerns can be resolved immediately on the day of your move by clarifying arrangements, adjusting the plan or correcting a misunderstanding. Prompt communication often prevents a minor issue from becoming a formal complaint.
How to Make a Complaint
If you remain dissatisfied or wish to make a formal complaint, please do so as soon as reasonably possible after the event. This helps us investigate while details are still fresh and any relevant information is readily available.
You can submit a complaint in writing, setting out the following information:
Your full name and address.
Details of your move, such as the date, origin and destination addresses, and any reference number you have been given.
A clear description of what went wrong, including dates, times and the names of any staff involved if known.
Details of any loss or damage, including photographs if available.
What you would consider to be a fair resolution.
We encourage written complaints so that we can clearly understand your concerns and respond in a structured way.
Acknowledging Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint, provide the name or role of the person managing it, and outline the next steps in the process.
Our Investigation Process
We will carry out a thorough and fair investigation into your complaint. Depending on the nature of the issue, this may include:
Reviewing your booking details, inventory and any written correspondence.
Speaking with the removal crew, office staff or subcontractors involved.
Inspecting photographs, video or other evidence you have provided.
Assessing any damage reports or condition reports completed at the time of your move.
We aim to complete our investigation and provide a full response within a reasonable period. If the matter is complex or requires additional time, we will let you know and keep you updated on progress.
Our Response and Possible Outcomes
When our investigation is complete, we will write to you with our findings and decision. Our response will:
Summarise your complaint and the key issues raised.
Explain the steps we have taken to investigate.
Set out our conclusions and, where appropriate, acknowledge any mistakes we have made.
Confirm any actions we will take to resolve your complaint or prevent a recurrence.
Depending on the circumstances, possible outcomes may include:
An apology and explanation.
Corrective action, such as revisiting your property to complete agreed work.
A goodwill gesture where appropriate.
Consideration of compensation where there is clear evidence of loss or damage and responsibility under our terms and conditions.
If You Are Not Satisfied With the Outcome
If you remain unhappy after receiving our decision, you can ask us to review your complaint again. When doing so, please explain why you believe the outcome is not fair or reasonable, and provide any additional information you feel is relevant.
We will carry out a further review, which may involve a more senior member of our team. After this review, we will issue a final response outlining our position. At this point, if you are still dissatisfied, you may wish to seek independent advice regarding your options.
Time Limits for Complaints
To help us investigate effectively, we ask that you raise any complaint as soon as possible, and in any event within a reasonable time after your move has taken place or the issue has arisen. Claims for loss or damage may also be subject to specific time limits set out in our terms and conditions or in any applicable insurance policy.
How We Use Complaints to Improve
We monitor the complaints we receive so that we can identify patterns, recurring issues and areas for improvement. This may include reviewing our training, updating procedures, improving communication with customers or changing how we plan and deliver removal services. Your feedback plays a vital role in helping us maintain and improve the quality and reliability of our service across the area we cover.
Respect and Fair Treatment
We ask that all customers treat our staff with courtesy and respect when raising a complaint. In return, we will make every effort to ensure that you are treated fairly, listened to and kept informed throughout the process. We will not tolerate abusive or threatening behaviour towards our team but will always strive to resolve complaints in a calm, constructive and professional manner.
This complaints procedure is designed to give you confidence that, if something goes wrong with your removal, your concerns will be taken seriously and addressed promptly. We value every customer and are committed to providing a dependable removal service supported by clear, fair and transparent handling of complaints.
