Complaints Procedure
Complaints Procedure for Removal Van Dulwich
Removal Van Dulwich is committed to providing a professional, reliable and considerate removals service for households and businesses. We understand that from time to time things may not go as planned. When that happens, we want to resolve issues promptly, fairly and in a way that keeps disruption to a minimum. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Purpose of this complaints procedure
The purpose of this complaints procedure is to give all customers a clear route for raising concerns about our removals and related services. It applies to all moves we undertake, including local house moves, flat relocations, office moves and packing or loading services. We use the information from complaints to review our working practices and improve our service across the areas we cover.
This procedure is designed to be simple to use, transparent and accessible. You will not be treated less favourably for making a complaint, and your service will not be adversely affected because you chose to raise a concern.
What we class as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. This can include, for example:
Concerns about the conduct or behaviour of our removals team during collection, transport or delivery of your belongings. Issues with timekeeping, collection or delivery windows, or communication about your move. Questions about how your possessions were handled, packed, loaded, unloaded or stored. Dissatisfaction with the way we have applied agreed quotations, charges or terms. Any other problem where you feel we have not met the standard of service you reasonably expected from Removal Van Dulwich.
We encourage you to raise issues as soon as you become aware of them so they can be addressed quickly, ideally while the move is still in progress or immediately after completion.
How to make a complaint
You can make a complaint in writing or verbally. Written complaints are usually easier for us to investigate thoroughly, as they provide a clear record of dates, times and what happened. When you contact us about a complaint, please tell us:
Your full name and the address where the service took place. The date of your move and any reference or booking details you have. A clear description of what went wrong and when it happened. The names of any team members you dealt with, if known. Any steps you have already taken to try to resolve the matter. What outcome you are seeking, such as an explanation, apology, corrective action or review of charges.
If you make a complaint verbally, we may ask you to confirm the details in writing so we can avoid misunderstandings and investigate effectively.
Timescales for raising a complaint
To help us investigate fairly, we ask that you raise any complaint as soon as reasonably possible after the event. For issues relating to the condition of items or property, please tell us as soon as you notice a problem. Prompt reporting helps us check job records, speak to our removals team while events are still fresh in their minds, and review any supporting evidence.
Our complaints handling stages
We handle complaints in clear stages so you know what to expect and who is responsible at each point.
Initial response: When we first receive your complaint, we will acknowledge it and may ask for any missing information needed to understand what has happened. Wherever possible, we aim to resolve straightforward matters quickly at this stage.
Investigation: If your complaint cannot be resolved immediately, we will carry out a more detailed investigation. This usually involves reviewing your booking details, speaking with the team members involved, and considering any photographs, inventories or related documents.
Outcome: Once the investigation is complete, we will explain our findings to you in clear language. Where a complaint is upheld, we will outline any remedial actions, which may include an apology, a practical solution where possible, an explanation of what went wrong and what we are doing to prevent a recurrence, or, where appropriate, a review of charges in line with our terms.
Timeframes for responding
We aim to acknowledge complaints promptly and to provide a detailed response within a reasonable time. More complex issues, such as those involving multiple properties, access problems or damage investigations, may take longer to review. If more time is needed, we will let you know and keep you updated on progress.
Evidence and cooperation
We may ask you to provide any relevant evidence that could help us assess your complaint. This may include photographs, copies of inventories, notes from the moving day or any written communication relating to your booking. Working cooperatively in this way allows us to reach a fair and balanced view in line with our responsibilities as a removals provider.
Fairness, confidentiality and data
All complaints are handled respectfully and, where appropriate, confidentially. Information is only shared internally with those who need it in order to investigate and resolve your complaint. Any personal data is processed in accordance with our wider policies and applicable data protection requirements. Team members involved in a complaint are expected to cooperate fully and to treat customers courteously throughout the process.
Learning from complaints
Removal Van Dulwich regards feedback and complaints as an important source of information about how our service is experienced in practice. We regularly review complaints to identify trends, training needs and opportunities to improve our handling of house moves, flat moves, office relocations and related services. Where complaints highlight shortcomings, we may provide additional staff training, review our procedures, or adjust how we plan and manage moves across our service areas.
Closing a complaint
A complaint will be considered closed when we have provided you with our final response and, where appropriate, carried out any agreed actions. If you remain dissatisfied after our final response, you can ask us to review whether our procedure has been correctly followed. While this internal review does not guarantee a different outcome, it ensures that your concerns have been fully considered and that our process has been applied fairly.
Our aim at every stage is to deal with complaints in a professional and constructive way, to keep disruption to your move as low as possible, and to use every complaint as an opportunity to enhance the removals service we provide.
