Rotherhithe Removals Complaints Procedure

Rotherhithe Removals is committed to providing a reliable, professional removals and storage service. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put things right and improve our services for the future. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our services, including home moves, office relocations, packing, storage, or associated services. We aim to resolve issues promptly and transparently, and to learn from any mistakes so that we can continually improve the experience for our customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Rotherhithe Removals. This may include, but is not limited to:

Problems with punctuality, conduct, or professionalism of our staff during your move.

Concerns about how your belongings were handled, including damage or loss.

Issues with the accuracy of quotes, invoices, or agreed services.

Concerns about how we communicated with you before, during, or after your move.

If you are unsure whether your issue counts as a complaint, please raise it with us anyway so we can assess it and respond appropriately.

How to Raise a Complaint

You can make a complaint in writing or verbally. We recommend that you put your complaint in writing where possible, as this helps us understand the details clearly and keep an accurate record.

When submitting a complaint, please include the following information:

Your full name and the address where the removal service was carried out.

The date of your move or service, and any reference number you may have been given.

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

Names of any Rotherhithe Removals staff you dealt with, if known.

Any evidence that may assist us, such as photos of damage, copies of paperwork, or details of previous discussions.

What you would consider to be a reasonable outcome or resolution.

Time Limits for Making a Complaint

To enable us to investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. For complaints involving damage or loss of items, you should notify us within a reasonable timeframe from the date of your move or the date you became aware of the issue. Complaints received outside a reasonable period may be more difficult to investigate, but we will always do our best to review them fairly.

How We Will Handle Your Complaint

Rotherhithe Removals follows a structured process to ensure that every complaint is handled consistently and fairly.

Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Our acknowledgement will confirm that we have received your complaint, summarise our understanding of the issues raised, and explain the next steps in the process.

Initial Assessment

We will review your complaint to determine:

The nature and seriousness of the issues raised.

What information or evidence we may need from you.

Whether any immediate action is required, for example, to prevent further loss or inconvenience.

Investigation

Your complaint will be investigated by an appropriate member of our management team, who will be impartial and not directly involved in the issue where possible. The investigation may include:

Reviewing booking forms, inventories, and other relevant paperwork.

Speaking with the crew or staff involved in your move.

Considering photographs, reports, or other evidence you have provided.

Checking our internal procedures and service standards.

Response and Proposed Resolution

After our investigation is completed, we will provide you with a written response setting out:

Our understanding of your complaint.

The steps we have taken to investigate the matter.

Our findings, including whether your complaint has been upheld in full, in part, or not upheld.

Any proposed resolutions, which may include an apology, corrective action, service improvements, or, where appropriate, financial compensation in line with our terms and conditions and any applicable insurance cover.

Timeframes for Responses

We aim to resolve complaints as quickly as possible. While complex matters may require more time, our general approach is:

To acknowledge your complaint promptly after receipt.

To complete our investigation and issue a full response within a reasonable timeframe, depending on the nature of the complaint and any need for further information or assessment.

If we are unable to provide a final response within a reasonable period, we will update you on progress and let you know when you can expect a further update or final decision.

If You Are Not Satisfied with the Outcome

If you are unhappy with our final response, you may request that your complaint be reviewed internally by a more senior member of our management team, where possible. When requesting a review, please explain which parts of our response you do not agree with and why, and provide any additional information you would like us to consider.

We will then reassess the matter and provide you with a further response. This review will normally conclude our internal complaints procedure.

Fairness, Confidentiality and Data Protection

All complaints are handled fairly, consistently, and without discrimination. Your complaint will be treated in confidence and only shared with those who need to know in order to handle and investigate it. Any personal information you provide in connection with a complaint will be managed in line with our data protection obligations and used only for the purposes of addressing your concerns and improving our services.

Using Feedback to Improve Our Service

We value feedback from customers in the Rotherhithe area and beyond, whether positive or negative. Complaints are recorded and reviewed regularly so that we can identify recurring issues, trends, or areas where our removals and storage services can be improved. Where appropriate, we will use the outcomes of complaints to update staff training, refine our procedures, and enhance our overall customer experience.

Accessibility of This Procedure

This Complaints Procedure is available to all customers and can be provided in an alternative format on request, where reasonable. If you need assistance in making a complaint or require additional support to explain your concerns, please let us know so that we can discuss how best to help you.

Review of This Complaints Procedure

We may review and update this Complaints Procedure from time to time to ensure it remains clear, effective, and in line with best practice in the removals industry. The version made available on our official documentation or website will always be the most current.