Complaints Procedure

Complaints Procedure for Our Chiswick Removals Service

This complaints procedure explains how customers of our removal services can raise concerns, how we will respond, and what you can expect from us throughout the process. We are committed to resolving issues fairly, promptly and transparently, whether they relate to a home move, office relocation, packing service or storage handling.

Our Commitment to Handling Complaints

We aim to provide reliable and professional removals, but we recognise that on occasion things may not go to plan. When this happens, we want to know about it so that we can put matters right and improve our service. Every complaint is taken seriously and is treated with respect and confidentiality.

We will always:

Listen carefully to your concerns, record the details accurately, investigate thoroughly, keep you informed, and provide a clear and reasoned response, including any remedies we consider appropriate.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals, packing, storage or related services, whether justified or not, that requires a response. This may include, for example:

Concerns about punctuality, handling of items, conduct of staff, damage or loss of goods, administration errors, communication issues, or billing and charges.

You do not need to use any special form or wording to make a complaint. If you are unhappy and ask us to look into something, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you, where possible, to put your concerns in writing as this helps us to understand the issue clearly and record all relevant details. When making a complaint, please provide:

Your full name, your service address and moving addresses, the date of your move or booking, a description of what went wrong, and any supporting information such as inventory details, photographs, or reference numbers if available.

If you initially raise a concern during the move, please also inform the team leader on site so that they have an opportunity to address the issue immediately.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible. For service quality or conduct issues, we recommend you contact us within seven days of your move. For any concerns relating to damage or loss, you should notify us promptly after becoming aware of the issue, ideally within seven days of delivery or collection.

We may still consider complaints made after these timeframes, but it may be more difficult for us to obtain all relevant information or evidence.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable period, usually within five working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

Investigation Process

Your complaint will be reviewed by a staff member who was not directly involved in the incident wherever possible. The investigation may include:

Reviewing your booking details and any relevant documentation, speaking with the removal crew and any other staff members involved, examining photographs, inventories or job reports, and considering any applicable terms and conditions.

We aim to carry out investigations thoroughly but also efficiently, balancing the need for a prompt response with the importance of gathering accurate information.

Our Response and Possible Outcomes

After the investigation is complete, we will send you a written response setting out:

A summary of your complaint, the steps we have taken to investigate it, our findings and conclusion, and any action we propose to take.

Where we identify that we have fallen short of our standards, we will explain what went wrong and how we intend to put it right. This may include, depending on the circumstances, an apology, corrective action, service improvements, or consideration of compensation in line with our terms and conditions and any applicable insurance cover.

We endeavour to provide a final response within 28 days of receiving your complaint. If we require more time due to complexity, we will let you know and provide an updated timeframe.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome or feel that your concerns have not been fully addressed, you may ask us to review the complaint again. In your request, please explain which parts of our response you disagree with and why, and provide any additional information you wish us to consider.

A more senior member of our team will then review the complaint, the original investigation and the response provided. We will aim to complete this review and send you a further written response within a reasonable period, normally within 14 days.

Continuous Improvement

We use the feedback we receive through complaints to improve the quality and reliability of our removals service in and around Chiswick. We regularly review complaint trends to identify areas where changes to training, procedures or communication could reduce the chance of similar issues occurring in the future.

By following this complaints procedure, we aim to ensure that every concern is handled fairly, consistently and with the professionalism that customers should expect from a dedicated removal company.