Southwark Removals Complaints Procedure

Southwark Removals is committed to providing a professional, reliable and courteous moving service for homes and businesses. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put things right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us.

Our Commitment to You

We aim to handle all complaints respectfully, consistently and without unnecessary delay. Whether your complaint relates to a local home move, a longer distance relocation, packing, storage or any other aspect of our removal services, we will:

Listen carefully to your concerns and treat you with courtesy and respect at all times.

Acknowledge your complaint promptly and explain the next steps.

Investigate the issues thoroughly and impartially.

Provide a clear response, including any findings, decisions and actions we propose to take.

Use your feedback to improve our services and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you expect a response. This may include, for example:

Concerns about the conduct, attitude or behaviour of our staff or contractors.

Issues with punctuality, collection or delivery arrangements.

Problems with packing, loading, unloading or storage of your belongings.

Damage or loss of items during your move.

Disagreements about charges, quotations or payment arrangements.

Concerns about communication before, during or after your move.

If you are unsure whether your concern is a complaint or a simple query, you may still raise it using this procedure and we will direct it appropriately.

How to Make a Complaint

You can raise a complaint verbally or in writing. Where possible, we encourage you to set out your complaint in writing, as this allows us to review the details carefully and respond clearly. Please include the following information to help us investigate effectively:

Your full name and, if applicable, your company name.

The date and location of your move or the service in question.

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

Names of any staff members involved, if known.

Any supporting information that may help, such as inventory notes or reference numbers you have been given.

What outcome or resolution you are seeking, if you have a specific remedy in mind.

If you make your complaint verbally, we may ask you to confirm the key details in writing so that we can ensure accuracy and avoid misunderstandings.

Timescales for Acknowledgement and Response

We will normally acknowledge your complaint within a reasonable period after receiving it. In our acknowledgement, we will confirm that we have received your complaint and outline how we plan to investigate. We may also request further information if needed.

We aim to provide a full written response to most complaints within a reasonable timescale after acknowledgement, depending on the complexity of the issues and how quickly we can obtain all relevant information. If we are unable to complete our investigation within this period, we will explain the reason for the delay and provide an updated timeframe.

How We Investigate Complaints

When we receive your complaint, we will allocate it to an appropriate member of our management team who has not been directly involved in the matter, where practical, to ensure fairness and objectivity. Our investigation may include:

Reviewing your account of events and any documents or photographs you have provided.

Checking our internal records, such as job sheets, inventory lists, schedules and notes.

Speaking with the staff members involved and any relevant third parties.

Inspecting items or property, where necessary and feasible.

Once our investigation is complete, we will provide you with a written outcome setting out:

The issues you raised.

The steps we have taken to investigate.

Our findings and any applicable explanations.

Any offer of apology, corrective action or redress we consider appropriate.

Possible Outcomes and Remedies

Our goal is to reach a fair resolution that reflects the circumstances of your complaint and our responsibilities as a removal company. Depending on the nature of your complaint and our findings, outcomes may include:

A written or verbal apology and explanation.

Practical steps to correct the issue, such as rearranging a service where appropriate.

Recommendations or actions to prevent a recurrence of the same issue.

Consideration of compensation or contribution towards costs where this is justified and in line with our terms and conditions and any applicable insurance cover.

Any offer made will be explained clearly so that you can make an informed decision about whether to accept it.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Southwark Removals. When you do so, please explain why you are dissatisfied and what you would like us to reconsider. We will then arrange a further review, which may involve:

Re-examining the evidence and any new information you provide.

Seeking input from other senior staff members.

Providing you with a final written response that confirms our position.

This final response will indicate that our internal complaints process has been exhausted.

Your Responsibilities

To help us deal with your complaint efficiently, we ask that you:

Raise any concerns as soon as possible after the event.

Provide clear, accurate and honest information.

Treat our staff with respect and allow us a reasonable opportunity to investigate.

Consider our response carefully and let us know promptly if you believe anything has been misunderstood.

Using Feedback to Improve Our Services

We view complaints and feedback as a valuable opportunity to improve the way we deliver removal and related services. We regularly review information from complaints to identify patterns, training needs and process changes. This helps us maintain high standards of service for all our customers across our operating area.

This complaints procedure does not affect your statutory rights or any rights you may have under our terms and conditions. If you would like more information about how we handle complaints or to request a copy of this procedure in a different format, please contact us using our usual contact details.