Complaints Procedure

Complaints Procedure for Richmond upon Thames Removal Clients

This complaints procedure explains how customers of our removal services in Richmond upon Thames and nearby areas can raise concerns and how we will respond. Our aim is to resolve issues quickly, fairly, and transparently, while using all feedback to improve our home and office moving services.

1. Our commitment to resolving complaints

We aim to provide a reliable, professional removal service at all times. If something goes wrong, we encourage you to tell us so we can put things right. We are committed to treating every complaint seriously, investigating it carefully, and providing a clear response within reasonable timescales.

We will always:

Listen to your concerns and treat you with respect, keep your information secure and confidential, investigate what happened and why, aim to resolve matters without unnecessary delay, and use the outcome to improve our services across Richmond upon Thames and the surrounding areas.

2. What is a complaint

A complaint is any expression of dissatisfaction about our removal services, whether you feel we have not met agreed standards, acted unprofessionally, or failed to deliver what was promised. This may relate to booking arrangements, collection or delivery of goods, conduct of staff on site, timing of your move, packing services, handling of belongings, or aftercare and follow-up.

We encourage you to raise any concern, whether minor or serious. Even small issues help us improve the quality and reliability of our moving and storage services.

3. How to make a complaint

You can make a complaint in writing or verbally. Written complaints help us understand your concerns clearly, but we recognise that this is not always convenient, especially around move dates. You are welcome to contact us in whichever way suits you best.

When submitting a complaint, please provide as much detail as you can, including your full name, your moving date, the collection and delivery addresses, a clear description of what went wrong, dates and times where possible, names or descriptions of staff involved, and any supporting information you feel is relevant.

We ask that complaints are made as soon as reasonably possible after the issue occurs, so we can investigate effectively while events are fresh in everyone’s minds.

4. Initial response and acknowledgment

Upon receiving your complaint, we will record it in our internal complaints log. We will normally acknowledge your complaint within a reasonable timeframe, confirming that we have received it and advising how it will be handled.

In our acknowledgment, we will usually provide the name or role of the person responsible for looking into your concerns, the approximate timescale for our investigation and response, and whether we require any additional information from you.

5. Investigation process

The person handling your complaint will review all available information. This may include your booking details, inventory lists, removal schedules and notes, statements from the team members involved, and any photographs, correspondence, or documents you have provided.

We may contact you to clarify details or ask further questions. Our aim is to understand what happened from all perspectives and to assess whether our service met our own standards and any agreed terms.

We will complete our investigation as promptly as possible, taking into account the complexity of the issue and the availability of those involved.

6. Our written outcome

Once the investigation is complete, we will provide you with a clear outcome. This will normally include a summary of your complaint, an outline of the steps we have taken to investigate, our decision and an explanation of our findings, and any action we propose to take to resolve the matter.

Where we uphold your complaint, we will seek to offer a fair and appropriate remedy. This may involve an apology, corrective action relating to your move, a gesture of goodwill, or other steps we consider reasonable in the circumstances.

7. If you are not satisfied with the outcome

If you are unhappy with our initial decision, you may request that your complaint be reviewed. In doing so, please explain why you disagree with the outcome and provide any additional information you believe is relevant.

Where possible, a different member of our management team will review the complaint, along with our original investigation and response. After this review, we will provide a final written response setting out our position.

8. Complaints about loss or damage

If your complaint involves loss of or damage to goods, please raise this with us as soon as you become aware of the issue, ideally on the moving day or upon delivery. Please provide clear details, including descriptions of the items involved, photographs showing the damage if available, and any relevant receipts or valuations you may have.

We will review these details alongside our records of the move. Any offer of compensation or contribution towards repair or replacement will be made in line with our terms and conditions and any applicable insurance or liability arrangements in place at the time of your move.

9. Timescales

We aim to acknowledge complaints promptly and to provide a full written response within a reasonable period, depending on the complexity of the issues involved. If we are unable to meet our usual timescale, we will let you know and provide an updated estimate for when you can expect a response.

10. Fair treatment and confidentiality

You will not be treated unfavourably for making a complaint. We welcome feedback from all customers using our moving services in Richmond upon Thames, whether positive or negative, and we use it to review and improve our processes, staff training, and customer care.

Your complaint will be handled confidentially. Information will only be shared internally with those who need it to investigate and respond, or externally where we are required to do so by law or where you have given your permission.

11. Continuous improvement

Every complaint gives us an opportunity to learn. We regularly review the complaints we receive to identify patterns, training needs, or changes we can make to the way we plan moves, protect belongings, communicate with customers, and manage logistics across Richmond upon Thames and the surrounding region.

By following this complaints procedure, we aim to ensure that any issues are dealt with fairly and consistently, supporting our goal of delivering a dependable, professional removal service for every customer.