Complaints Procedure

Complaints Procedure for Our Islington Removal Services

This complaints procedure explains how you can raise a concern about our removal services in Islington and the surrounding areas, how we will handle your complaint, and the timescales you can expect. Our aim is to resolve issues fairly, consistently, and as quickly as possible, while using feedback to improve our home and office removals.

Our Commitment to You

We aim to provide a dependable and professional removals service for every customer. If something goes wrong, we want to know about it so we can put matters right and prevent similar issues in the future. We will always treat you with respect, handle your concerns confidentially where appropriate, and keep you informed throughout the process.

We are committed to:

Listening carefully to your concerns about any part of your move, including packing, loading, transport, delivery, or customer service.

Investigating complaints thoroughly and objectively.

Providing a clear response, explaining our findings and any steps we will take.

Using the outcome of complaints to review and improve our removal services in Islington and beyond.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services where you would like a response. This may include, for example:

Concerns about punctuality, staff conduct, or communication on the day of your move.

Issues with handling, packing, or transport of your belongings.

Disputes over charges or services provided compared with the quotation or confirmation.

Concerns about how a previous issue or enquiry was handled.

We encourage you to raise any issue you are unhappy about, even if you are not sure it is a formal complaint. We can then decide together how best to resolve it.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us to understand your concerns clearly and provide a thorough response. When contacting us, 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 you may have.

A clear description of what went wrong and when it happened.

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

What outcome you are seeking, such as an explanation, apology, corrective action, or compensation.

If you are raising a concern on behalf of someone else, please confirm that you have their permission to do so.

Stage One: Initial Review and Acknowledgement

Upon receiving your complaint, we will record it in our internal system and allocate it to an appropriate member of our team for review. We will acknowledge your complaint within a reasonable timeframe, confirming that we have received it and explaining what will happen next.

In straightforward cases, we may be able to resolve your complaint immediately or within a short period. If so, we will explain what we have done and ask you to confirm that you are satisfied with the outcome.

Stage Two: Detailed Investigation

If your complaint is more complex, or if you are not satisfied with our initial response, we will carry out a more detailed investigation. This may include:

Reviewing your booking details, quotation, and any written communication.

Speaking with the removal team members involved in your move.

Examining any photographs, inventories, or delivery documents relating to your belongings.

Assessing the circumstances of any loss, damage, delay, or service failure.

We will aim to complete this investigation within a reasonable period, depending on the nature of your complaint. If we need more time, we will let you know and explain why.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a written response. This will normally include:

A summary of your complaint and the issues we have investigated.

Details of the evidence and information we have considered.

Our findings and whether we uphold your complaint in full, in part, or not upheld.

Any actions we will take to put things right, which may include an apology, corrective work, service adjustments, or financial remedies where appropriate and in line with our terms and conditions.

Information on any further steps you can take if you remain dissatisfied with our response.

If You Are Still Unhappy

If you feel that your complaint has not been resolved after our investigation and formal response, you may ask for a further review. This review will normally be carried out by a senior member of our team who was not directly involved in the original handling of your complaint.

The senior reviewer will consider all the information available, any additional details you provide, and whether our process and conclusions were fair and reasonable. We will then issue a final response, setting out our position and any further actions we may take.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event, ideally within a short period of your move. Complaints raised long after the move may be more difficult to investigate fully, particularly where evidence and records are limited. However, we will always consider your concerns and do our best to review what has happened.

Data Protection and Confidentiality

Information you provide in connection with a complaint will be handled in line with our data protection obligations. We will only share details internally with those who need them to investigate and resolve your complaint. We will not share your information with third parties for marketing purposes.

Using Feedback to Improve Our Islington Removal Services

Every complaint is an opportunity for us to learn and improve our removals operations in Islington and the nearby areas we serve. We regularly review patterns and common issues raised in complaints and customer feedback, so we can improve staff training, update procedures, and enhance the overall service experience for households and businesses planning a move.

We appreciate the time you take to tell us when things have not gone as expected. Our goal is to provide reliable, professional removal services and to handle any concerns in a fair, transparent, and timely manner.