Complaints Procedure

Complaints Procedure for Our Battersea Removal Company

This Complaints Procedure explains how you can raise a concern about our removal services and how we will work to resolve it quickly and fairly. It applies to all customers using our home and office removal services, packing, storage handling, and any related services we provide.

1. Our Commitment to Handling Complaints

We aim to provide a reliable and professional removal service for every customer. If something goes wrong, we want to know about it so we can put it right and improve our services. We will always treat your complaint seriously, investigate it thoroughly, and keep you informed throughout the process.

We are committed to:

Responding to complaints promptly, treating all customers with courtesy and respect, investigating complaints fairly and impartially, explaining our findings in clear and simple language, offering appropriate solutions where we are at fault, and using feedback to improve our removal and customer support processes.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, communication, charges, or the way we have handled a previous query or concern.

Examples of complaints may include issues with the quality of packing and handling, delays or missed collection or delivery times, loss of or damage to items during a removal, behaviour or conduct of our team, the accuracy of quotes or invoices, and how a previous issue or claim was managed.

We encourage you to raise your complaint as soon as possible so that we can address it while the details are still clear and evidence can be collected if required.

3. How to Make a Complaint

You can submit a complaint in writing or by speaking to us directly. Written complaints help us keep a clear record of the issues raised and our responses, so we may ask you to confirm any verbal complaint in writing.

When making a complaint, please provide as much detail as you can, including your full name and any reference or booking number, the date of your move or service, the address of the collection and delivery locations, a clear description of what went wrong, including dates and times where possible, names or descriptions of any staff members involved, if known, and any supporting information, such as photographs, inventories, or copies of correspondence.

Providing complete and accurate information will help us investigate your concern more efficiently.

4. Initial Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process, and indicate when you can expect a more detailed response after our investigation.

If we need additional information or clarification to investigate properly, we may contact you to request further details.

5. Our Investigation Process

We aim to investigate all complaints impartially and thoroughly. Depending on the nature of your complaint, our investigation may include reviewing your booking and service records, speaking with the removal team or staff involved, examining vehicle logs, route records, or job sheets, reviewing photographs or evidence submitted by you or by our team, and checking relevant internal policies and procedures.

Our goal is to understand what happened, why it happened, and what we can do to resolve the issue and prevent similar problems in the future.

6. Timescales for Responding

We aim to provide a full response to most complaints within a reasonable period after acknowledgement. Some more complex matters, such as those involving multiple properties, third party storage, or claims for loss or damage, may take longer to investigate. If we require more time, we will inform you, explain why, and give you an updated timescale.

7. Our Response and Possible Outcomes

When our investigation is complete, we will provide you with a written response setting out a summary of your complaint and the issues you raised, what we have investigated and the information we considered, our decision and the reasons for that decision, and any actions we propose to take.

Depending on the outcome, our response may include an apology where appropriate, an explanation of what went wrong, details of any corrective actions or service improvements, an offer of a remedy in line with our terms and conditions and any applicable insurance, and information on how to escalate your complaint if you remain dissatisfied.

8. Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level within our company. Please explain why you remain dissatisfied and what outcome you are seeking.

Upon escalation, your complaint and our handling of it will be reviewed, and you will receive a further written response once this review is complete. We will again aim to deal with the escalation within a reasonable timeframe and keep you updated if more time is required.

9. Claims for Loss or Damage

Claims concerning loss of or damage to items during a move are handled in line with our terms and conditions and any relevant insurance arrangements for your move. It is important that you notify us of any loss or damage as soon as reasonably possible after your move is completed.

We may ask for supporting evidence, such as photographs of damage, purchase receipts, or inventory lists. In some cases, we may arrange an inspection or request further information before agreeing any settlement. All offers of compensation will be made in accordance with our contractual obligations and any applicable limits or exclusions.

10. Your Responsibilities When Making a Complaint

We ask that you cooperate with us during the complaint process by providing accurate and complete information, responding to our requests for further details, and treating our staff with respect at all times. We reserve the right to end communication if behaviour becomes abusive or threatening, while still fulfilling our obligation to consider the substance of your complaint.

11. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will handle your personal information in accordance with applicable data protection laws and our privacy practices.

12. Continuous Improvement

We value all feedback, including complaints, as an opportunity to improve our removal services and customer experience throughout our operating area. Where our investigations highlight recurring issues, we will take steps to address them, which may include additional staff training, changes to our procedures, or improvements to our communication and booking processes.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for our customers.