Complaints Procedure

Complaints Procedure for Removal Companies in Wandsworth

This complaints procedure explains how customers using our removal services in and around Wandsworth can raise concerns, how we will respond, and the steps available if a customer is not satisfied with our final response. Our aim is to deal with all complaints fairly, consistently and promptly, and to use feedback to improve our moving and storage services.

Purpose and Scope

This procedure applies to complaints raised by private and business customers in relation to our removal, packing, storage, or associated services. It covers issues arising before, during, or after a move, including but not limited to quality of service, conduct of staff, loss or damage to goods, punctuality, and administration or billing concerns.

This document does not cover general enquiries, requests for quotations, or routine service adjustments, unless these develop into a specific complaint about the level or quality of service provided.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of our removal services, the actions or lack of actions by our staff or contractors, or the way we have implemented our terms and conditions, where a customer expects a response or resolution.

Examples of matters that may be treated as a complaint include missed or delayed removals, alleged damage or loss of items during a move, concerns about staff behaviour or professionalism, disagreement about charges or invoicing, and dissatisfaction with how a previous concern was handled.

How to Make a Complaint

Customers who wish to make a complaint about removal services received in the Wandsworth area should submit their concerns in writing whenever possible. Written complaints help us fully understand the issue and keep an accurate record. Customers may describe what happened, when it occurred, which property or move it related to, and what outcome they are seeking.

We will also accept complaints made verbally. If a customer raises a concern by telephone or in person, our representative will make a written record of the main points of the complaint and confirm this with the customer to reduce the risk of misunderstanding.

To help us investigate a complaint efficiently, customers are encouraged to provide the reference or booking number, the date of the removal service, the collection and delivery addresses, and, where relevant, photographs or other supporting information about any alleged damage or issues experienced.

Our Complaints Handling Process

Once a complaint is received, we follow a clear process to ensure it is handled fairly and consistently.

Stage 1 Acknowledgement. We will acknowledge receipt of a complaint within a reasonable timeframe. Where possible, we will do this in writing, confirming that we have received the complaint and explaining the next steps in our investigation.

Stage 2 Investigation. A member of our management team or a suitably appointed representative will review the details of the complaint. This may include examining relevant documentation such as the quotation, inventory, signed job sheets, photographs, and correspondence. We may also speak with staff members who were involved in the removal to understand what happened.

Stage 3 Response. After our investigation, we will provide a written response setting out our findings, any actions we propose to take, and the reasons for our decision. Where appropriate, this may include an apology, a proposed remedy, or an explanation of why we do not agree with part or all of the complaint.

We aim to resolve complaints as quickly as reasonably possible. If the investigation is likely to take longer than usual, we will inform the customer and provide an estimated timeframe for a full response.

Possible Outcomes and Remedies

Depending on the circumstances, potential outcomes to a complaint about our removal services may include a full or partial apology, an explanation or clarification of events, corrective action for future moves, a review of our internal procedures, or consideration of financial remedies in line with our terms and conditions and any applicable insurance cover.

Any offer of financial settlement or contribution will be assessed case by case, taking into account the evidence provided, our contractual obligations, and any limitations or exclusions set out in our service agreement.

Escalation if You Remain Dissatisfied

If a customer is not satisfied with the outcome of the initial investigation or response, they may ask for the complaint to be reviewed at a higher level within our organisation. On escalation, a senior manager or another suitably authorised person who was not directly involved in the original handling of the complaint will review the case.

The review may involve reconsidering the evidence, seeking additional information, or clarifying aspects of the original move or communication. Following the review, we will issue a further written response setting out our final position.

Time Limits for Raising Complaints

Customers are encouraged to raise any concerns as soon as reasonably possible after the event, particularly in relation to removal services where items may be unpacked or inspected only after the move. Prompt notification improves our ability to investigate and gather accurate information.

Specific time limits for reporting loss or damage, or for submitting a claim, may be set out in our standard terms and conditions or any applicable insurance documentation. Customers should refer to those documents for any specific deadlines that may apply.

Data Protection and Confidentiality

All complaints are handled in line with our obligations regarding data protection and confidentiality. Information provided by customers in relation to a complaint will be used only for the purpose of investigating and resolving the issue, and for improving our services. Access to complaint records is restricted to staff who need the information to carry out their duties.

Continuous Improvement

We value feedback from customers using our removal services in the Wandsworth area and beyond. Complaints are recorded and monitored so that we can identify recurring issues, trends or areas where our moving and storage services can be improved. Where appropriate, we may update staff training, amend procedures, or review our policies to reduce the likelihood of similar issues arising in the future.

This complaints procedure is reviewed periodically to ensure it remains appropriate, effective and up to date for the removal services we provide.