This Complaints Procedure explains how Richmond upon Thames Removals manages and resolves complaints about our removal and relocation services. Our aim is to handle every concern fairly, promptly and transparently, while using all feedback to improve our services for customers across the local area.
The purpose of this procedure is to provide a clear and accessible process for customers who wish to raise a concern or make a formal complaint. It covers all aspects of our work, including domestic moves, office relocations, packing, storage arrangements and related services.
We are committed to:
Listening to your concerns and taking them seriously.
Responding within reasonable timescales.
Investigating complaints thoroughly and impartially.
Providing clear explanations and, where appropriate, suitable remedies.
Using the outcome of complaints to improve our services.
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues such as punctuality, handling of possessions, quality of packing, staff conduct, adherence to agreed schedules, damage to property, or concerns about charges.
We encourage customers to raise any issue as soon as possible, so that we have the best chance of resolving matters quickly and informally.
Where possible, we recommend raising your concern informally in the first instance. Many issues can be resolved quickly by speaking directly with the team on the day of your move or with our office staff soon after the service has taken place.
When raising an informal concern, please provide as much detail as you can, including the date of your move, the location, a description of the issue, and how you would like us to put things right. We will do our best to address the matter without the need for a formal complaint.
If your concern cannot be resolved informally, or you prefer to follow a formal process from the outset, you may submit a formal complaint. Please do so as soon as reasonably possible after the event, ideally within 28 days of the service date, so that we can access accurate records and recollections.
When making a formal complaint, please include the following information where possible:
Your full name and any reference number we provided, such as a quotation or booking reference.
The date and address of the move or service.
A clear description of the issue you experienced.
Details of any conversations or attempts to resolve the matter informally.
Copies of any relevant documents or photographs.
What outcome or resolution you are seeking.
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint, provide a reference for the case, and outline the next steps and anticipated timescales for our investigation and response.
Each complaint is handled by a member of the management team who has not been directly involved in the issue, wherever possible, to ensure fairness and objectivity.
During our investigation, we may:
Review relevant documents, including quotes, contracts, inventories and photographs.
Speak with the staff members involved in providing the service.
Review any communication between you and our team.
Consider any evidence you have provided, including written statements and images.
We may contact you to clarify details, request further information, or discuss possible options for resolution.
We aim to provide a full written response to your formal complaint within a reasonable timeframe from the date of acknowledgement. If the matter is complex or requires extended investigation, we will keep you informed of progress and provide an updated timescale.
Our written response will explain:
The steps we took to investigate the complaint.
Our findings and any conclusions reached.
Whether your complaint has been upheld in full, partially, or not upheld.
Any remedy or action we propose to take.
Where we find that we are responsible for an issue, we will consider appropriate remedies. These may include one or more of the following, depending on the circumstances and evidence available:
An apology and explanation.
Practical steps to put things right, where possible.
A review of internal procedures or staff training.
Consideration of financial redress, in line with our terms and conditions and any applicable insurance cover.
Any offers or remedies will be clearly explained and confirmed in writing.
If you are not satisfied with the outcome of your complaint, please let us know. You may request that the complaint and our decision are reviewed by a more senior member of our management team, where available.
When requesting a review, please explain why you disagree with the decision and provide any additional information you believe is relevant. We will then reconsider the matter and provide a further written response, confirming whether our decision has been upheld or amended.
Where your complaint relates to loss or damage to goods or property during a move, any investigation and potential compensation will be subject to our terms and conditions and the level of cover selected at the time of booking. We may require supporting evidence, such as photographs, repair estimates, or proof of value, in order to assess any claim.
Time limits for notifying us of loss or damage are set out in our terms and conditions. It is important that you check your belongings promptly after a move and notify us as soon as reasonably possible of any concerns.
All complaints are handled in confidence and in accordance with applicable data protection law. Information will only be shared with those who need it in order to investigate and respond to your complaint, or where we are legally required to disclose it.
Richmond upon Thames Removals treats all complaints as an opportunity to review and improve our services. We monitor the nature and outcome of complaints to identify trends, training needs, and changes that may enhance the experience for future customers across our service area.
By following this Complaints Procedure, we aim to ensure that any problems you encounter are dealt with fairly, consistently, and with respect for your rights and concerns.
