Complaints Procedure for Our Dulwich Removal Company

This complaints procedure explains how customers can raise concerns about our removal services and how we will respond. It is designed to be clear, fair, and easy to follow, whether your move involves a local home removal, office relocation, packing service, or storage arrangement.

Our Commitment to You

We aim to provide a reliable, professional removals service, delivered safely and on time. If something goes wrong, we want to know about it so we can put it right where possible and improve our service for the future. All complaints are treated seriously and handled with respect, confidentiality, and without discrimination.

What This Procedure Covers

This procedure applies to any dissatisfaction or concern about our services, including but not limited to:

Service quality during packing, loading, transport, or unloading

Conduct, attitude, or behaviour of our removals staff

Delays, missed collection or delivery times, or scheduling issues

Damage to property, belongings, or premises during the move

Billing, quotations, or other administrative matters

Storage issues related to items held with us

If your concern relates to an insurance claim or another third-party provider, we will explain what we can do directly and what may need to be handled by that third party.

Raising a Complaint

We encourage you to let us know about any issue as soon as possible so we can address it while details are still clear. You can raise a complaint in two main ways.

Informal Complaints

For minor issues or concerns that may be easily resolved, you can raise the matter directly with the team on site, such as the move supervisor, or with our office team. In many cases, problems can be resolved quickly through discussion, clarification, or immediate corrective action.

If you feel that your concern has not been resolved informally, or if the issue is more serious, you should follow the formal complaints process below.

Formal Complaints

To make a formal complaint, please provide the following information in writing so we can investigate thoroughly:

Your full name and the address where the service was provided

The date of your move and any reference or booking number

A clear description of what happened and why you are dissatisfied

Details of any items or property affected, if applicable

What outcome you are seeking, for example an explanation, apology, or remedial action

Any supporting information such as images, inventories, or notes may assist our investigation, but you are not required to provide them if they are not readily available.

How We Handle Your Complaint

Once we receive your formal complaint, we will follow a structured process to ensure it is handled fairly and consistently.

Acknowledgement

We aim to acknowledge your complaint promptly. In our acknowledgement we will confirm that we have received your complaint, outline the next steps, and indicate when you can expect a fuller response.

Investigation

Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue you are complaining about wherever practicable. The investigation may include:

Reviewing your booking details, inventory, and move documentation

Speaking to the removals crew and any other staff involved

Considering any photographs, notes, or other evidence provided

Assessing whether our service met our own standards and any relevant industry guidelines

Response

After the investigation is complete, we will send you a written response setting out our findings. This response will explain:

What we understand your complaint to be

What we have investigated and the information we considered

Our decision and the reasons for it

Any steps we are prepared to take to remedy the situation

Any changes we intend to make to our procedures or training where appropriate

Where the complaint is upheld, we may offer one or more of the following, depending on the circumstances:

An apology and explanation

Corrective action or remedial work where possible

A goodwill gesture where appropriate

Guidance on any insurance or claims process that may apply

Timeframes

We aim to address complaints as quickly as is reasonably practical, taking into account the complexity of the issues and the availability of staff. If we need more time to complete our investigation, we will keep you informed and let you know when you can expect a final response.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed by a more senior member of our management team, where available. When asking for an escalation, please explain why you remain dissatisfied and what you believe has not been properly addressed.

The reviewing manager will consider the original investigation, any additional information you provide, and whether the response was fair and reasonable. They may uphold the original decision, change it, or propose a different resolution.

Fair Treatment and Confidentiality

Raising a complaint will not affect your right to use our services in the future, and you will not be treated less favourably for doing so. We ask that all parties remain courteous throughout the process. We reserve the right to discontinue communication where behaviour becomes abusive or threatening.

All complaints are handled with appropriate confidentiality. Information is shared only with those who need it to investigate and resolve the matter, or where we are required to disclose it by law or for regulatory purposes.

Using Feedback to Improve Our Removals Service

We value feedback from customers across our service area, whether you are moving locally or relocating further afield. Complaints help us identify where our removals, packing, and storage services can be improved. We regularly review complaints to spot patterns, update staff training, and refine our procedures so that we can continue to provide a safe, efficient, and professional moving experience.