Complaints Procedure

Complaints Procedure for Sutton Removal Customers

We aim to provide a professional and reliable removal service in Sutton and the surrounding areas. However, we recognise that sometimes things can go wrong. 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 goal is to handle all complaints promptly, fairly, and transparently, and to use any feedback to improve our services.

1. Purpose and Scope of This Complaints Procedure

This complaints procedure applies to all customers who use our household or business removal services, whether for local moves, longer-distance relocations, or storage-related work. It covers concerns about service quality, conduct of staff, handling of belongings, punctuality, documentation, or any other aspect of our removal services.

This procedure does not replace any statutory rights you may have under consumer protection law or any rights you may hold under a separate written agreement with us. Those rights remain unaffected.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our removal services or our conduct, whether you feel we have:

Not delivered the service you expected or that we agreed to provide.

Caused loss or damage to your property during a removal or storage job.

Failed to communicate clearly about timings, costs, or service details.

Behaved in a way that you consider unprofessional, discourteous, or unsafe.

Handled a previous concern or query in an unsatisfactory way.

We will treat all such concerns as complaints and aim to resolve them as quickly as possible.

3. How to Raise a Complaint

You can raise a complaint verbally or in writing. While we accept verbal complaints, we encourage you to submit your complaint in writing whenever possible. This helps to avoid misunderstandings and allows us to keep a clear record of your concerns.

When you make a complaint, please provide the following information:

Your full name and the address where the removal service took place.

The date of your move and any reference number if you have one.

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

Details of any staff you dealt with, if known.

Any supporting information, such as photographs or an inventory list, if relevant.

What outcome you would consider to be a fair resolution.

We will acknowledge all written complaints and any clear verbal complaints made to our office or on-site representatives.

4. Time Limits for Making a Complaint

To help us investigate effectively, please raise your complaint as soon as you become aware of an issue.

In general:

Service issues, conduct, or communication concerns should be raised as soon as reasonably possible after the move.

Concerns about loss or damage to items should be raised as soon as you discover the issue. If damage is visible at the time of delivery, please notify our team immediately.

While we will consider complaints made later, delays can make it more difficult to gather information and resolve the matter fully.

5. How We Will Handle Your Complaint

We aim to deal with complaints promptly and in a structured way. Our process generally follows these stages.

Initial acknowledgment

We will acknowledge your complaint as soon as possible after receiving it. This acknowledgment may be given verbally or in writing, depending on how you contacted us. We will confirm that your complaint has been received and outline the next steps.

Investigation

An appropriate member of our management team will review your complaint. This may include speaking with the staff involved, checking move documentation, reviewing any relevant photographs or inventories, and considering any other information that may help to clarify what has happened.

Response and proposed resolution

Once we have completed our investigation, we will provide you with a clear response. Where appropriate, we will explain:

Our understanding of the facts.

Whether we accept that things went wrong and, if so, how.

Any steps we have already taken to put things right.

Any further actions we propose, which may include an apology, service rectification, or another form of resolution, depending on the circumstances and any contractual terms.

6. Timeframes for Our Responses

We aim to handle complaints within reasonable timeframes. While exact times may vary depending on complexity and the availability of information, our general approach is as follows:

Acknowledge your complaint as soon as reasonably possible.

Complete our investigation and provide a detailed response within a reasonable period, taking into account the nature of the complaint and any need to inspect items or locations.

If there is any delay in our investigation, we will keep you informed and explain the reasons, along with an updated expected timescale.

7. Escalation if You Are Not Satisfied

If you feel that your complaint has not been resolved to your satisfaction, you may ask for it to be reviewed at a higher level within our company. When requesting an escalation, please explain why you remain dissatisfied and what you believe would be a fair outcome.

A senior member of our team will then review the handling of your complaint, the findings of the original investigation, and any additional information you provide. We will then issue a further response, setting out our final position.

8. Our Commitment to Fairness and Confidentiality

We are committed to treating all complaints fairly and without discrimination. Making a complaint will not affect your rights as a customer or the way we deliver any ongoing or future services to you.

All complaints will be handled in confidence. Information will only be shared with those who reasonably need it in order to investigate and resolve your complaint or to meet legal or regulatory requirements.

9. Using Feedback to Improve Our Sutton Removal Services

We value feedback from all customers in Sutton and the surrounding area, including critical comments. Complaints help us identify patterns, training needs, or aspects of our processes that can be improved. We regularly review complaints data to enhance our service quality, staff training, and communication, with the aim of preventing similar issues from arising in future moves.

10. Your Legal and Contractual Rights

This complaints procedure is intended to provide a clear and accessible route for addressing concerns about our removal services. It does not limit or replace any rights you may have under consumer law or under any written contract with us. Where there is any conflict between this procedure and your legal or contractual rights, your legal and contractual rights will take precedence.

If you are unsure of your rights or need independent advice, you may wish to consult a legal adviser or a consumer advice organisation.

We appreciate all customers who take the time to tell us about their experience, and we will always strive to resolve complaints fairly and professionally.