Complaints Procedure for Greenwich Removal Services

We are committed to providing a reliable, professional removal service for customers in Greenwich and the surrounding areas. On the rare occasion that something goes wrong, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair resolution.

Our Commitment to You

We aim to handle all complaints promptly, fairly and transparently. We will always:

Listen carefully to your concerns, treat you with respect and courtesy, and take your complaint seriously. Investigate the matter thoroughly and objectively. Keep you informed of progress at each key stage. Seek to resolve any issues within reasonable timescales. Use the outcome of complaints to improve our removal services in Greenwich and beyond.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, our staff, or our processes, whether it is made verbally or in writing, and whether it arises before, during, or after your move. You do not need to use specific wording or legal terms for your concern to be treated as a complaint.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us by phone during office hours or write to us by post. If you prefer, you can also speak directly with the team leader on the day of your move, who will record your concerns and pass them on to our office for follow up.

When making a complaint, please provide the following information so we can investigate effectively:

Your full name and the address where the removal service was provided. The date of your move or the date of the incident. A clear description of what went wrong or what you are dissatisfied with. Details of any damage, delay, missing items, or conduct that concerns you. Copies of any supporting documents or photographs that may help us understand the issue.

If you are unable to provide all this information, we will still accept your complaint and help you to clarify the details where possible.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of our management team. We aim to acknowledge receipt of your complaint within a reasonable timeframe, usually within five working days.

In our acknowledgement, we will confirm:

That we have received your complaint. The name or role of the person who will be handling it. The anticipated timescale for our investigation and response.

Stage Two: Investigation

The person handling your complaint will conduct a fair and thorough investigation. This may involve:

Reviewing your booking details, inventory forms and any signed documents. Speaking with the crew members or office staff involved in your move. Examining any photographs, videos or other evidence you have provided. Assessing any damage or loss in line with our terms and conditions.

During the investigation, we may contact you to clarify certain details or request additional information. This helps ensure that we fully understand your experience and can reach a fair conclusion.

Stage Three: Our Response and Resolution

Once our investigation is complete, we will write to you with our findings and proposed resolution. Our response will:

Summarise the complaint and the key issues raised. Explain what we have investigated and what we found. Confirm whether your complaint is upheld in full, in part, or not upheld. Set out any remedial action we will take and any offer of compensation where appropriate.

We aim to send you a full written response within twenty working days of acknowledging your complaint. If, for any reason, we require more time, we will inform you of the revised timescale and explain why an extension is necessary.

Possible Outcomes

Depending on the nature and circumstances of your complaint, possible outcomes may include:

A sincere apology and explanation. Practical steps to correct an error or oversight. Repair, replacement, or contribution towards repair costs where damage has occurred in line with our terms. A refund or partial refund where service standards have not been met and it is appropriate to do so. A review of our internal processes or staff training to prevent similar issues in the future.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may contact us again to request a further review. Please explain why you are unhappy with the outcome and provide any additional information you believe has not been considered.

We will review your concerns, taking into account all previous correspondence and evidence, and provide a final position. This will normally be our last stage of internal review.

Time Limits for Complaints

To help us investigate fairly and effectively, we ask that you raise any complaint as soon as possible after the issue arises. Complaints regarding damage or loss should be brought to our attention within a reasonable time after your move, in accordance with our terms and conditions. Delays in reporting may make it more difficult for us to investigate and may affect the remedies available.

How We Use Complaints to Improve

We regularly review all complaints and feedback related to our removal services in Greenwich and neighbouring areas. This helps us identify patterns, understand where things may go wrong, and make improvements to planning, packing, loading, transport, customer communication and aftercare. Training is provided to our teams based on lessons learned, to minimise the risk of similar issues in future moves.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter.

Our Aim

We understand that moving home or business premises can be a stressful experience, and any problems with a removal service can add to that stress. Our aim is to work with you calmly and constructively to resolve issues and restore your confidence in our company. We value every customer in Greenwich and the surrounding area and view complaints as a vital opportunity to maintain and improve the quality of our removal services.