Roehampton Removals Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about our removal services and how we will respond. Our aim is to resolve any issues fairly, consistently, and as quickly as possible, while using feedback to improve our home and office moving services in Roehampton and the wider area.

Our Commitment to Handling Complaints

We are committed to providing a reliable and professional removal service. If something goes wrong, we want to know about it. We treat all complaints seriously, investigate them thoroughly, and seek to put things right where we are at fault. We also use complaint outcomes to review and improve our working practices, staff training, and service standards.

What This Procedure Covers

This procedure applies to complaints about our conduct and services, including:

Issues with booking, scheduling, or cancellation of removal services.

Concerns about the conduct, behaviour, or professionalism of our team.

Disputes relating to packing, loading, transport, or unloading of goods.

Damage to property or possessions during a move, where you believe we may be responsible.

Billing, pricing, or payment issues connected to your removal contract.

If you are unsure whether your concern is covered, you may still submit it as a complaint and we will confirm how it will be handled.

Who Can Make a Complaint

Complaints can be made by private customers, commercial clients, or an authorised representative acting on behalf of a customer who has used or booked our removal services. In all cases, we may ask for information that allows us to confirm your identity and your relationship to the move before discussing details.

How to Raise a Complaint

You can raise a complaint in writing or by speaking with us directly. Where possible, we encourage written complaints, as this helps to ensure that details are clear and complete. When making a complaint, please provide:

Your full name and contact details.

The date and address of the removal service or booking.

A clear description of the issue, including what happened and when.

Details of any conversations you have already had with our team about the matter.

Any supporting information you feel is relevant, such as photographs or documents.

Providing detailed information at the outset helps us to investigate and respond more effectively.

Informal Resolution in the First Instance

We aim to resolve many issues informally and quickly. If you experience a problem during your move or shortly afterwards, please raise it with the team leader on site, or with our office as soon as possible. We will do our best to correct any issue immediately where this is within our control.

If you are not satisfied with the outcome of an informal discussion, or if the matter is more serious or complex, you can ask for it to be handled as a formal complaint under this procedure.

Formal Complaints Process

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint and provide a reference for future correspondence. This is normally done within a reasonable period of time.

Initial Review: We will review the information you have provided and may contact you to clarify details or request further information.

Investigation: A member of our management team will investigate the circumstances of your complaint. This may include reviewing booking records, job sheets, staff statements, photographs, and any relevant communication.

Outcome and Response: Once our investigation is complete, we will write to you with our findings, our decision, and any proposed resolution. Where appropriate, this may include an apology, corrective action, or another form of redress in line with our terms and conditions.

Timescales for Responding

We aim to deal with complaints promptly and keep you informed of progress. While actual response times may vary depending on the complexity of the issue, we will:

Acknowledge your complaint within a reasonable period of receiving it.

Provide a full written response as soon as we have completed our investigation.

If we cannot provide a full response within a reasonable timeframe, we will let you know the reason for the delay and when you can expect a further update.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request an internal review. Your complaint and our initial response will be reconsidered by a senior member of our team who was not directly involved in the original investigation. They will review how the complaint was handled, whether our decision was fair, and whether any further action is appropriate.

Following this review, we will provide a final response setting out our position.

Complaints Involving Loss or Damage

Where your complaint involves alleged loss of or damage to goods, we may ask for additional information, such as photographs, inventories, valuations, or evidence of pre-existing condition. You should report any loss or damage as soon as you become aware of it. Claims will be considered in accordance with our contract terms, any applicable insurance arrangements, and relevant industry standards for removal services.

Confidentiality and Data Protection

All complaints are handled in a confidential manner. Information is only shared with staff members who need it to investigate and resolve the matter. We handle personal information in line with our data protection obligations and our internal privacy practices.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as an opportunity to improve. Trends and recurring issues identified through complaints are reviewed by management and may lead to additional staff training, updates to our procedures, and improvements to our moving and packing services across Roehampton and surrounding locations.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and in line with our service commitments and any relevant legal or industry requirements. We may update it from time to time, and any revised version will apply to complaints raised after the date of publication.