Removals UK Complaints Procedure

Removals UK is committed to providing a professional and reliable removals service for customers throughout the UK. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve your complaint fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for handling complaints about our removal and related services. It applies to all customers who have used, or are using, Removals UK, whether for domestic moves, office relocations, storage, or associated services.

Our key aims are to:

• Make it easy for you to tell us when you are unhappy.
• Handle your complaint in a fair, consistent and timely manner.
• Keep you informed at each stage of the process.
• Use feedback to improve our services and customer experience.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of our service. This can include, but is not limited to:

• Issues with booking, scheduling, or communication.
• Concerns about conduct, attitude or professionalism of our staff.
• Damage, loss, or delay relating to your belongings or property.
• Concerns about the accuracy of quotes or invoices.
• Dissatisfaction with how a previous concern was handled.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us and we will treat it appropriately.

How to Raise a Complaint

You can raise a complaint in writing or verbally. We recommend submitting it in writing so that there is a clear record of your concerns. When making a complaint, please provide as much detail as possible, including:

• Your full name and postal address.
• Details of your move, such as dates and locations.
• A clear description of what went wrong and when it occurred.
• Any supporting information you feel is relevant, such as photographs or item lists.
• What outcome you are seeking, for example an explanation, apology, or review of charges.

We encourage customers to raise complaints as soon as reasonably possible after the issue arises, particularly where it relates to loss or damage, so that we can investigate effectively.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will log it and allocate it to an appropriate member of our team. We will acknowledge receipt of your complaint within a reasonable time frame, normally within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps.

Stage 2: Investigation

Your complaint will be investigated by a member of staff with appropriate authority and knowledge of our removals operations. They may contact you to clarify details or request further information. As part of our investigation, we may:

• Check your booking records, inventory, and move details.
• Review communications and notes held on our systems.
• Speak with the staff members involved in your move.
• Examine any photographs, documentation or evidence you provide.

We aim to complete our investigation and provide a full response within 28 days of acknowledging your complaint. If we need more time due to the complexity of the issues raised, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

At the conclusion of our investigation, we will write to you explaining:

• Our understanding of your complaint.
• The steps we have taken to investigate it.
• Our findings and decision.
• Any actions we will take, which may include an apology, explanation, remedial action or other appropriate remedy.

Our response will also explain what you can do if you remain unhappy with the outcome.

Escalating Your Complaint

If you are not satisfied with our Stage 3 response, you may request that your complaint be reviewed at a higher level within Removals UK. This escalation should normally be requested within 14 days of receiving our decision.

During the escalation review:

• A senior member of our team will re-examine your complaint.
• We may ask for further clarification or evidence from you.
• We will consider whether the complaint was handled fairly and in line with this procedure.
• We will confirm whether we uphold, partially uphold, or do not uphold your complaint.

We will aim to provide an escalated response within 21 days of your request for review. This response will represent our final internal position on the complaint.

Fairness, Confidentiality and Data Protection

We handle all complaints fairly, consistently and without discrimination. Making a complaint will not affect the level of service you receive from us for any existing or future bookings.

All information provided in connection with a complaint will be treated in confidence and shared only with those who need it to investigate and respond. We handle personal data in line with applicable data protection law and our privacy practices.

Claims for Loss and Damage

Where your complaint involves alleged loss of or damage to your belongings or property, we may require specific details to consider your claim, such as:

• A description of the items concerned.
• The nature and extent of the damage or loss.
• Photographs or other evidence, where available.
• Any relevant receipts or proof of value.

Our handling of such complaints will take into account the terms and conditions agreed at the time of booking, including any limits on liability and any insurance arrangements that were in place.

Using Complaints to Improve Our Service

We take all complaints seriously and use them as an opportunity to learn and improve. Feedback from customers across the UK helps us to refine our processes, enhance staff training, and strengthen service standards in areas such as packing, handling, timing and communication.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains effective, clear, and aligned with industry expectations for professional removal services throughout the UK. We may update it from time to time, and the most recent version will apply to all new complaints received.

If you have any concerns about our removals or related services, we encourage you to let us know using this procedure so that we can address the issue and continue to improve the experience for all our customers.