Complaints Procedure for Removals Roehampton Customers

Removals Roehampton is committed to providing a professional, reliable and courteous removals service. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so that we can put matters right and improve our services for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. Every complaint is taken seriously, whether it relates to a local home move, office relocation or any other removals service we provide. Our goals are to:

Listen to your concerns and understand the issue clearly.

Investigate what happened in an impartial and transparent way.

Provide a clear explanation and, where appropriate, a suitable resolution.

Use feedback to improve our systems, training and service delivery.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, conduct, communication, or the outcome of work we have carried out. This can include:

Concerns about how your belongings were handled or transported.

Issues with punctuality, scheduling or reliability of our teams.

Disputes about charges, quotations or invoicing.

Concerns about the attitude, behaviour or communication of our staff.

Any other matter where you feel we have not met the standards you reasonably expected.

Raising a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint in the following ways:

Verbally, to a member of our team during or immediately after your move.

In writing, setting out the details of your concern and what you would like us to review.

So that we can deal with your complaint effectively, please provide the following information where possible:

Your full name and the address where we provided the removals service.

The date of your move and any reference number associated with your booking.

A clear description of what went wrong, including relevant dates and times.

Names or descriptions of any staff involved, if known.

Any supporting information, such as photographs, inventories or written notes.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In most cases, this will be within a few working days. The complaint will initially be reviewed by a member of our management team who has not been directly involved in the issue wherever possible.

During this stage we may:

Contact you to clarify details or request additional information.

Speak to the staff members who attended your move or handled your booking.

Review job records, inventories, photographs or other relevant documentation.

Following our initial review, we will provide you with a response explaining:

Our understanding of your complaint.

What we have found in our initial investigation.

Any steps we propose to take to resolve the matter.

We aim to provide a full response within a reasonable timeframe. If the issue is complex and further investigation is required, we will inform you and provide an indication of when you can expect a final reply.

Stage Two: Further Investigation

If you are not satisfied with the outcome of Stage One, you may request a further review. Please set out why you remain unhappy and any additional points you would like us to consider.

At Stage Two, your complaint will be reviewed by a senior member of our team. This may involve:

Re-examining the information gathered at Stage One.

Requesting further details from you or from staff involved.

Carrying out additional checks where appropriate.

We will then provide a written response which will include:

A summary of your complaint and the steps taken to investigate it.

Our findings and conclusions based on the information available.

Any revised offer of resolution, if appropriate.

Confirmation that this is our final position on the matter within our internal complaints procedure.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:

A clear explanation or apology where service has fallen below our standards.

Corrective action in relation to future bookings or operational processes.

A review of relevant staff training or procedures.

In certain cases, financial remedies or contributions, assessed in line with the circumstances and any applicable terms and conditions.

Time Limits for Making a Complaint

To enable us to investigate fairly and effectively, we ask that complaints are raised as soon as reasonably possible after the event. Delays in reporting issues may impact the availability of evidence and the accuracy of recollections, potentially limiting the options available to resolve the matter.

How We Use Your Feedback

Every complaint, whether upheld or not, is recorded and reviewed so that we can identify patterns and potential areas for improvement. This allows Removals Roehampton to refine our processes, invest in staff training and enhance the overall experience for customers using our removals services across the wider area.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our obligations under data protection law. Information will only be shared with staff who need it to investigate and respond to your concerns or to implement any agreed resolution.

Continuous Improvement

Our complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We are committed to maintaining high standards for local and regional removals work, and to learning from every piece of feedback we receive.

If you have any questions about this complaints procedure, or if you need assistance in raising a concern about a removals service you have received from us, please contact our team, who will be happy to explain the process and support you through it.