Complaints Procedure
Complaints Procedure at Removal Van Bermondsey
Removal Van Bermondsey is committed to providing a professional, reliable and courteous removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will handle your complaint, and what you can expect from us at each stage of the process.
Scope of this Complaints Procedure
This procedure applies to all domestic and commercial customers who have used, or attempted to use, our removal, packing, loading, unloading, or related services. It covers issues such as service quality, conduct of staff or contractors, damage to goods where you believe we are at fault, delays, communication problems, and billing or administrative errors.
This procedure does not replace or limit any statutory rights you may have under consumer protection law or any contractual rights set out in your removal agreement with us.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage you to provide your complaint in writing wherever possible so that we can keep an accurate record of what has happened and respond in a structured way. If you choose to make a verbal complaint, we will record the details and may ask you to confirm key information.
When submitting a complaint, please include the following information to help us investigate efficiently:
1. Your full name and the address where our service was carried out.
2. The date of your move or booking and any reference number provided.
3. A clear description of what went wrong, including dates and times if available.
4. The names or descriptions of any staff involved, if known.
5. Details of any loss, damage or inconvenience you believe resulted from our actions.
6. Any evidence you wish to provide, such as photographs, inventories or copies of documentation.
7. What outcome or resolution you are seeking.
Initial Acknowledgement
Upon receiving your complaint, we will acknowledge it as soon as reasonably practical. In most cases this will be within five working days. Our acknowledgement will confirm that we have received your complaint, outline the next steps, and indicate the likely timescale for our response. If we need further information at this stage, we will let you know.
Investigation Process
Once your complaint has been acknowledged, it will be passed to an appropriate member of our team for investigation. The person investigating will usually be a manager or senior staff member who was not directly involved in the matter you are complaining about, where this is possible.
The investigation may include:
1. Reviewing your complaint and any supporting evidence you have provided.
2. Checking internal records, including booking details, correspondence and job sheets.
3. Speaking with staff or contractors involved in your move.
4. Inspecting any photographs or condition reports related to items claimed as damaged.
5. Considering the terms and conditions that applied to your removal service.
We aim to complete our initial investigation and provide a detailed response within twenty working days of acknowledging your complaint. If, due to complexity or the need to obtain additional information, we are unable to meet this timescale, we will keep you informed and provide a revised estimate for our full response.
Our Response and Possible Outcomes
After the investigation is completed, we will provide a written response explaining:
1. The issues you raised in your complaint.
2. The steps we took to investigate your concerns.
3. Our findings and the reasons for our conclusions.
4. Any actions we propose to take to resolve the matter.
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
1. An explanation or clarification of what occurred.
2. An apology where we have fallen short of our standards.
3. Rectifying an error in our records or billing.
4. Practical steps to address a service issue where feasible.
5. Consideration of compensation, goodwill gestures or other remedies in line with our terms and conditions and any applicable insurance arrangements.
If You Are Not Satisfied with the Outcome
If you remain dissatisfied after receiving our written response, you may request that your complaint is reviewed by a more senior member of our management team, where available. This request should be made within twenty working days of receiving our response and should clearly state why you are not satisfied and what you believe would be a fair resolution.
The senior review will primarily focus on whether your complaint was handled fairly, whether our conclusions were reasonable based on the evidence, and whether our proposed resolution is appropriate. Following this review, we will send you a final written decision.
Time Limits for Complaints
To enable us to investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the issue arises. Where your complaint relates to alleged loss or damage to property, it is important that you notify us within the time limits set out in your service contract and any associated insurance or protection plan documents. Failure to raise a complaint within those time limits may affect the remedies available.
Recording and Using Complaint Information
We keep records of all complaints received, together with key details of how they were handled and resolved. This information is used to monitor service standards, identify any recurring issues, and improve our removal services. Personal information is handled in line with our privacy and data protection obligations and is only retained for as long as necessary for these purposes.
Our Commitment to Fair Treatment
Removal Van Bermondsey aims to treat every complaint seriously, respectfully and without prejudice. We will not discriminate against any customer who raises a complaint in good faith. Our objective is to resolve concerns promptly, learn from any mistakes, and maintain a high level of trust in our house and office removal services in the wider area we serve.
Updates to this Complaints Procedure
We may review and update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or industry standards. The version in force at the time you raise your complaint will apply to the handling and resolution of your case.
