Complaints Procedure

Complaints Procedure for Our Fulham Removal Services

Our removal company is committed to delivering reliable, professional and polite moving services in Fulham and the surrounding areas. We aim to carry out every move with care and respect. However, if something goes wrong or you are unhappy with any aspect of our service, this Complaints Procedure explains how you can raise your concerns and how we will handle them.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with any complaint about our removal and related services. We use feedback to put things right where we have fallen short and to improve how we operate in future.

This procedure applies to all customers who have used, or attempted to use, our domestic or commercial removal services, including packing, loading, transport, storage and unloading.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This can include, for example:

Delays or punctuality issues with your removal booking. Concerns about the conduct, attitude or behaviour of our staff or contractors. Disputes about charges, quotations, or changes to your move details. Concerns about how your belongings have been handled, including loss or damage. Any aspect of our customer service, communication, or paperwork.

You do not need to use the word complaint when you contact us. If you tell us that you are unhappy, we will treat it as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint in writing. Providing the following information will help us to deal with your concerns efficiently:

Your full name and the address where the move took place. The date of your move or your booking reference. A clear description of what went wrong and when it happened. Details of any staff or teams involved, if known. Any supporting information such as photographs, inventories, or written notes. What outcome you are seeking, for example an explanation, an apology, or consideration of compensation.

Please raise your complaint as soon as reasonably possible after the issue arises, and no later than 7 days after your move for service issues, and 48 hours for any visible loss or damage to items. Prompt notification helps us investigate thoroughly.

Our Complaints Handling Stages

Stage One: Initial Review

Once we receive your complaint, we will log it in our internal system and review the details. We aim to acknowledge your complaint within 3 working days. The acknowledgement will confirm that we have received your complaint and that it is being investigated under this procedure.

At this stage we may contact you for further information, such as clarification of events or additional evidence. We ask that you respond as fully as possible so we can understand your concerns and address them fairly.

Stage Two: Investigation

Your complaint will be investigated by an appropriate member of our management team who was not directly responsible for the issue you have raised. The investigation may include:

Reviewing your booking details and move documentation. Speaking to the crew or staff involved in your move. Examining any photographs, condition reports or inventories. Considering our service standards, terms and conditions, and any relevant policies.

We aim to provide you with a full written response to your complaint within 14 working days of acknowledging it. If, due to the complexity of the matter, we require more time, we will inform you of the reason for the delay and give a revised timescale for our response.

Stage Three: Final Review

If you are not satisfied with the outcome of the investigation at Stage Two, you may request a final review. You should make this request in writing within 14 days of receiving our Stage Two response and explain why you remain dissatisfied.

A senior member of our team, who has not previously been involved in your complaint, will review the handling and outcome of your case. They may re-examine the evidence, ask further questions, or request additional documents. We will aim to issue a final response within 14 working days of receiving your request for a review.

Possible Outcomes and Remedies

Following our investigation, we may offer one or more of the following, depending on the circumstances:

A clear explanation of what happened and why. A sincere apology where we have fallen short of our standards. Practical steps to correct an issue, where possible. A gesture of goodwill, where appropriate. Consideration of compensation in line with our terms and conditions and any applicable insurance cover.

Any offer will be made in full and final settlement of the particular issues identified in our investigation. We always aim to resolve matters fairly and proportionately, taking into account the nature of the concern, the impact on you, and the scope of our responsibilities.

Your Responsibilities When Making a Complaint

To help us resolve your complaint effectively, we ask you to:

Provide accurate, complete information about your concerns. Keep any relevant documents, receipts and photographs. Cooperate with our requests for clarification or additional evidence. Refrain from abusive, discriminatory or threatening language toward our staff.

We reserve the right to end communication if a complainant behaves in a way that is abusive, threatening or unreasonable, but we will still do our best to assess the substance of the complaint based on the information available.

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, training our staff and improving our services. We will store and process your data in line with our privacy practices and any applicable data protection requirements.

Continuous Improvement

We treat every complaint as an opportunity to review and improve our removal services in Fulham and nearby areas. We regularly review complaint patterns and trends to identify areas where additional training, updated procedures or better communication may be needed.

By following this Complaints Procedure, we aim to resolve issues promptly, fairly and transparently, and to maintain your confidence in our ability to manage your move with professionalism and care.