Complaints Procedure

Complaints Procedure for Our Putney Removal Services

This complaints procedure explains how customers of our removal company in Putney can raise concerns and how those concerns will be handled. We aim to provide a reliable and professional moving service, and we take any expression of dissatisfaction seriously. All complaints are treated as an opportunity to review and improve the way we operate.

Our Commitment to Fair Handling of Complaints

We are committed to dealing with every complaint promptly, fairly and consistently. Whether your move relates to a local home relocation, an office move, or storage and packing services, we will investigate any issues you raise and aim to reach a reasonable outcome based on the facts available.

We will always treat you with respect and ask that you treat our team in the same way. Aggressive, abusive, or discriminatory behaviour may affect how we can interact with you, but it will not prevent us from reviewing the substance of your complaint.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether justified or not, where you are seeking a response or resolution. This can include, for example:

Concerns about the conduct, attitude, or timekeeping of our removal staff.

Issues relating to damage or loss of items during a move or in storage.

Disputes about charges, quotations, or the details set out in your removal agreement.

Problems with communication before, during, or after your moving day.

You do not need to use any specific wording. If you tell us you are unhappy and would like us to respond or put something right, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint with us in writing or verbally. We encourage written complaints wherever possible, as they provide a clear record of your concerns and help us investigate more efficiently.

When making a complaint, please provide the following information so we can assess the matter properly:

Your full name and any reference or job number relating to your move.

The date and address of the move or storage arrangement.

A clear description of what went wrong, including key dates and times where possible.

Details of any damage, loss, or additional costs you believe you have incurred.

What outcome or resolution you are seeking from us.

If your complaint is made verbally, our team member will make notes of what you have told us. You may be asked to confirm these details in writing to ensure accuracy.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as possible after the issue occurs. This allows us to investigate while details are still fresh and any evidence is more easily available.

For complaints involving loss or damage to items, we may apply specific notification times in line with our terms and conditions. You should refer to your removal agreement for full details of any time limits and responsibilities in relation to claims.

How We Will Respond

Once we receive your complaint, we will acknowledge it within a reasonable time period. In most cases we will aim to confirm receipt within a few working days. Where an immediate resolution is possible, we will try to address your concerns at this stage.

Where further investigation is required, we will:

Review the information you have provided and any relevant documentation.

Speak to the staff involved in your move or storage service.

Examine any photographs, inventories, checklists, or delivery notes where appropriate.

Consider our terms and conditions and any applicable industry standards.

We will then provide you with a written response setting out our findings and any proposed resolution. We aim to provide a full response within a reasonable timeframe, depending on the complexity of the complaint and the availability of information.

Possible Outcomes and Remedies

Our response will always explain the reasons for our decision. Where we believe your complaint is justified in full or in part, we may offer one or more of the following, as appropriate to the circumstances and in line with our contractual obligations:

An apology and explanation.

Corrective action, such as revisiting work or providing additional services.

A financial remedy, which may include compensation or a refund where applicable.

Changes to our internal procedures or staff training to reduce the risk of similar issues occurring again.

If we do not uphold your complaint, we will explain the reasons for that decision with reference to the information and evidence we have considered.

If You Are Not Satisfied with Our Response

If you disagree with our decision or feel that your complaint has not been handled properly, you may ask for a further review. You should set out clearly why you remain dissatisfied and what you would like us to reconsider.

A more senior member of our team or management will then re-examine your complaint, the investigation carried out, and our original decision. They may contact you to request further information or clarification before providing a final response.

Record Keeping and Continuous Improvement

We keep a record of all complaints received, including how they were investigated and resolved. This helps us identify any patterns or recurring issues in our removal and storage services. We review this information regularly and may update our procedures, training, or customer communications to help improve our service in Putney and surrounding areas.

By maintaining clear processes and a fair approach to complaint handling, we aim to resolve issues efficiently and to learn from your feedback. Our goal is to support our customers through a smooth and reliable moving experience while dealing constructively with any problems that may arise.