Removals Richmond Complaints Procedure

This complaints procedure explains how customers of Removals Richmond can raise concerns about our removal and related services, and how those concerns will be handled. Our aim is to resolve issues fairly, promptly and transparently, while using your feedback to improve our service across the local area we serve.

Our Commitment to You

Removals Richmond is committed to providing a professional, reliable and courteous removals service. If something goes wrong, we want to hear about it and put it right where possible. We will treat every complaint seriously, investigate it thoroughly and respond in a clear and timely manner.

We encourage you to raise any concerns as soon as possible so we can address them while events are still recent and information is easier to verify.

What This Procedure Covers

This procedure covers complaints about:

Standard of our removals, packing, loading, transportation and unloading services; conduct, behaviour or professionalism of our staff or contractors; timekeeping, communication, administration and handling of your booking; loss of or damage to goods, where not already resolved under our terms and conditions; and any other aspect of our service that you believe falls short of what was agreed or reasonably expected.

This procedure does not replace or override your legal rights or any specific terms contained in your contract with Removals Richmond. It is intended to provide a clear and accessible route for raising and resolving issues related to our work.

How to Make a Complaint

You may raise a complaint verbally or in writing. While we will always try to assist with verbal concerns, we recommend putting your complaint in writing wherever possible. A written complaint is easier to review, helps avoid misunderstandings and enables us to keep a clear record of what happened.

When submitting a complaint, please provide the following information:

Your full name; the address where the removal or related service took place; the date of your move or the service in question; a clear description of what happened, including key dates and times where known; details of any conversations already held with our team about the issue; and what outcome you are seeking, for example an explanation, apology, remedial work or compensation within the scope of our terms and conditions.

If relevant, please also provide any supporting evidence you may have, such as photographs of damage, inventory lists, correspondence or notes relating to the issue.

Time Limits for Raising a Complaint

We request that complaints are raised as soon as reasonably possible after the event. The earlier a concern is reported, the more easily we can investigate and resolve it.

Some types of complaints, such as those involving loss or damage to goods, may be subject to specific notification periods set out in our terms and conditions. Where applicable, those time limits will apply in addition to this procedure. If you are unsure whether a time limit applies, you may still submit your complaint and we will review it in line with our contractual obligations and legal responsibilities.

Acknowledging Your Complaint

Once we receive your complaint, we will normally acknowledge it in writing. Our acknowledgement will confirm that we have received your concerns and will outline the next steps in the process. We will aim to provide this acknowledgement within a reasonable period and to keep you informed if there is any delay.

How We Investigate Complaints

All complaints are reviewed by a member of our management team or a person appointed to handle complaints on behalf of Removals Richmond. The investigation may include:

Reviewing the details you have provided; checking your booking information, inventory and related documentation; obtaining statements from staff or contractors who were involved; reviewing any photographs, delivery notes or other evidence; and, where necessary, contacting you for further information or clarification.

We will approach each complaint impartially and will consider all available information before reaching a decision.

Our Response and Possible Outcomes

Following our investigation, we will provide a written response outlining our findings. This response will normally include:

A summary of the complaint as we understand it; details of the steps taken to investigate; our conclusion based on the evidence available; and, where appropriate, an explanation, apology and details of any corrective action or remedy we are able to offer.

Possible outcomes may include an explanation of what occurred, service improvements, remedial work, or compensation in line with our terms and conditions and any applicable insurance arrangements. Remedies will depend on the circumstances and on the scope of our contractual and legal responsibilities.

Timeframe for Resolution

We aim to resolve complaints as quickly as reasonably possible. Straightforward issues may be resolved within a short period, while more complex matters may require additional time for investigation. If we are unable to provide a final response within a reasonable period, we will seek to update you on progress and give an indication of when you can expect a further response.

If You Are Not Satisfied

If you are unhappy with our initial response, you may request a review. In doing so, please explain why you remain dissatisfied and provide any further information you feel is relevant. A senior member of our team, not previously involved in the original investigation where possible, will review the complaint, the evidence and our earlier decision.

Following this review, we will provide a further written response explaining our final position. This internal process is intended to ensure that complaints are considered fairly and consistently.

Using This Procedure

This complaints procedure is designed to be clear and accessible for all customers using the removals and related services offered by Removals Richmond in our local service area. By following the steps set out above, you can help us investigate and respond effectively to any concerns you may have.

We regularly review this procedure to ensure it remains appropriate for the nature of our services and compliant with our legal and regulatory obligations. Feedback on this procedure itself is welcomed and may be used to make further improvements.