Complaints Procedure for Removal Companies Putney

This complaints procedure explains how customers using our removal services in Putney and the surrounding areas can raise concerns, how we will respond, and what steps are available if you are not satisfied with our response. Our aim is to resolve any issues quickly, fairly and transparently.

Our Commitment to You

We are committed to providing a reliable and professional removals service. However, we recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback and complaints as an opportunity to put matters right and to improve our services for customers in Putney and beyond.

All complaints are treated seriously, handled in confidence as far as possible, and reviewed by a senior member of our team. We will always aim to resolve issues at the earliest stage.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether made verbally or in writing, where a response or resolution is expected. This may include concerns regarding:

Quality of packing, loading, transport or unloading of belongings

Conduct, attitude or behaviour of our staff or contractors

Delays, missed appointments or scheduling problems

Damage to property or possessions during a move

Charges, invoices or other aspects of our pricing

Any other issue arising from our removals, storage or related services

How to Raise a Complaint

You can raise a complaint verbally or in writing. We encourage written complaints where possible, as this helps us to keep a clear record and respond thoroughly.

Please provide as much detail as you can, including:

Your full name and contact details

The address where services were carried out

The date of your move or the date of the incident

A clear description of what went wrong

Any supporting information you feel is relevant, such as photographs, inventory notes or job references

If your concern relates to damage or loss, please tell us when you first noticed the issue and whether you have taken any steps to mitigate further damage.

Stage One: Informal Resolution

Where possible, we encourage you to raise any concerns as soon as they arise, for example on the moving day with the team leader or shortly afterwards with our office. Many issues can be resolved quickly at this informal stage.

When a concern is raised informally, we will:

Listen carefully to your description of the issue

Seek clarification where needed

Attempt to provide an explanation, solution or remedial action promptly

If you are not satisfied with the outcome at this stage, or if you prefer to make a formal complaint at the outset, you may proceed to the formal complaints process set out below.

Stage Two: Formal Complaint

If an issue cannot be resolved informally, you may submit a formal complaint. Once received, we will follow these steps:

Acknowledgement: We will acknowledge your complaint as soon as reasonably practicable. In this acknowledgement, we will confirm that your complaint has been received and explain the next steps.

Investigation: A senior member of our team will review your complaint. This may involve speaking with staff involved in your move, checking schedules and job notes, and reviewing any photographs or documents you have provided.

Further Information: If we need additional information or clarification, we will contact you. Providing prompt, clear responses helps us to complete the investigation more quickly.

Response: Once our investigation is complete, we will send you a written response setting out our findings, any decision reached, and the reasons for that decision. Where appropriate, we will propose remedial action or a form of redress.

Timeframes

We aim to resolve complaints as quickly as reasonably possible. While timeframes may vary depending on complexity, our usual approach is:

To acknowledge your formal complaint promptly

To complete our investigation and provide a full written response within a reasonable period

If we require more time, for example due to the complexity of the matter or the need to obtain further information, we will let you know and provide an updated timescale.

Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, outcomes may include:

An explanation or clarification

An apology where appropriate

Corrective action to improve our service

Practical steps to resolve the issue, which may include repairs, replacements or other agreed measures

Any outcome will be communicated clearly and in writing.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may ask for your complaint to be reviewed again. In such cases:

Your request for escalation will be considered by a senior person not previously involved in the matter, where possible

They will review the handling and outcome of your complaint and may contact you for further information

They will aim to provide a final written response within a reasonable timeframe

Complaints Involving Loss or Damage

Where your complaint relates to alleged loss or damage to your belongings or property, it is important that you notify us as soon as possible after becoming aware of the issue. This helps us to investigate properly and, where relevant, to consider any insurance implications.

You may be asked to provide:

Photographs of the damage

Evidence of ownership or value, where appropriate

Details of any previous condition issues

We will review this information alongside our own documentation from the move to reach a fair and reasonable decision.

Using Your Feedback to Improve Our Service

We regularly review complaints and feedback from customers using our removal services in Putney and nearby areas. This helps us identify trends, staff training needs and areas where our processes can be improved. Our goal is to reduce the likelihood of similar issues arising in the future and to continuously improve the quality of our removals and related services.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint will only be shared with those who need it in order to investigate and respond. We will handle your personal data in line with applicable data protection requirements and our internal policies.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for our customers. We may update it from time to time to reflect changes in our services, legal requirements or industry best practice.

If you have any questions about this complaints procedure or how it applies to your situation, you may contact us for clarification before or after making a complaint.