Removals Waterloo Formal Complaints Procedure

This Complaints Procedure explains how customers of Removals Waterloo can raise a concern or complaint about any aspect of our removals or related services. Our aim is to resolve issues fairly, promptly and transparently, and to use feedback to improve the quality and reliability of our work.

Scope of this complaints procedure

This procedure applies to all customers who use our services, including home removals, office moves, packing services, storage handling and any associated activities. It covers complaints about service quality, communication, conduct of staff, damage to property or belongings, delays, billing concerns and any other dissatisfaction connected with our work.

This procedure does not cover employment disputes, supplier or contractor disputes, or matters that are already the subject of legal proceedings. In those cases, separate processes will apply.

Our commitments when handling complaints

When you raise a complaint with Removals Waterloo, we will treat you fairly, respectfully and without discrimination. We are committed to:

Listening carefully to your concerns and taking them seriously.

Acknowledging your complaint in a clear and timely way.

Investigating the matter impartially and based on evidence.

Keeping you informed about progress and expected timeframes.

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

Using what we learn to improve our removals and customer service processes.

How to make a complaint

We encourage customers to raise any concerns as soon as possible, ideally while the service is ongoing or shortly after completion. This gives us the best opportunity to put things right quickly.

You can raise a complaint verbally or in writing. If you initially complain by phone or in person, we may ask you to confirm the details in writing so that we have a clear record of the issue. When you contact us, please provide:

Your full name and, if relevant, business name.

The service address and the date of the move or related service.

A description of what went wrong and when it happened.

Details of any items involved, including photographs where relevant.

Any steps already taken to resolve the issue with our team on the day.

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

Time limits for raising a complaint

To allow for a fair and thorough investigation, please raise your complaint as soon as reasonably possible after the issue arises. We normally expect complaints about physical damage to property or belongings to be raised within a reasonable time of discovery. Where there are contractual time limits relating to claims or insurance, those limits will continue to apply and may affect the remedies available.

Acknowledgement of your complaint

Once we receive your complaint, we will record it in our internal log and provide an acknowledgement. This acknowledgement will confirm that we have received your complaint, summarise our understanding of the issue and explain the next steps, including expected timeframes for investigation and response.

Investigation and assessment

Your complaint will be reviewed by a member of management who was not directly responsible for the issue wherever possible. The investigation may include:

Reviewing the quotation, booking details and any written agreements.

Checking photographs, inventory lists and job sheets from the move.

Speaking to the removals crew members and any supervisors involved.

Considering any evidence or photographs provided by you.

Reviewing relevant company procedures and any applicable insurance terms.

We will aim to complete our investigation within a reasonable period. If the matter is complex or if we need additional information, we may extend the investigation period but will let you know and provide an updated timescale.

Our response and possible outcomes

At the end of our investigation, we will provide a written response. This will normally include:

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

Details of the investigation steps we have taken.

Our findings on each of the main points you raised.

Any offer of remedial action, explanation or apology where appropriate.

Information about any insurance or claims processes that may apply.

Depending on the circumstances, possible outcomes may include:

An explanation of what happened and why.

Corrective action to remedy any ongoing service issues.

An apology where we have not met our usual standards.

A goodwill gesture where this is considered appropriate.

Guidance on making an insurance claim, where relevant and available.

Confirmation that no fault has been found, if the evidence supports that conclusion.

If you are not satisfied with our response

If you remain dissatisfied after receiving our response, you can ask for a further review. In your request, please explain why you do not agree with our findings or proposed resolution and provide any additional information you believe is relevant.

Your complaint will then be reviewed by a senior member of the team who was not involved in the original investigation, where possible. Following this review, we will issue a final response confirming our position.

Customer responsibilities

To help us resolve complaints promptly and fairly, we ask that you:

Provide accurate and complete information about the issue.

Cooperate with any reasonable requests for further details or evidence.

Retain relevant documentation, such as inventories or receipts.

Remain respectful in all communications with our staff.

Data protection and confidentiality

All complaints are handled in line with applicable data protection and privacy requirements. Information you provide will be used solely for the purpose of investigating and resolving your complaint, improving our services or meeting legal and regulatory obligations. Complaint records are stored securely and access is restricted to those who need it to carry out their duties.

Continuous improvement

Removals Waterloo views complaints and feedback as an important source of learning. We regularly review complaint trends to identify areas where service, training, communication or procedures can be improved. By following this Complaints Procedure, we aim not only to address individual concerns but also to enhance the overall experience for all customers using our removals and related services.