Putney Removals Complaints Procedure

Putney Removals is committed to providing a professional and reliable removals service for domestic and commercial customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right, learn from what went wrong and improve our service for future customers.

Our Commitment to You

We take every complaint seriously and treat all customers respectfully and fairly. Our aims when handling a complaint are to:

Listen carefully to your concerns and understand what has happened from your point of view.

Resolve issues as quickly as possible, preferably at the time they arise or shortly afterwards.

Investigate complaints thoroughly and objectively, considering all relevant information.

Keep you informed throughout the process and explain our findings clearly.

Use the outcome of complaints to improve our removals and storage services.

What Is a Complaint

A complaint is any expression of dissatisfaction from a customer about our removals, packing, storage, transportation or related services, whether justified or not, where a response or resolution is expected.

Complaints may relate to, for example:

The quality of packing, loading or unloading.

Delays in collection or delivery of your belongings.

Conduct or behaviour of our staff or contractors.

Damage to property or possessions during the move.

Administration, communication or documentation issues.

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. If you are unhappy at any point before, during or after your move, please raise the issue as soon as possible with the team member you are dealing with, such as the driver, team leader or office coordinator.

We will try to resolve the problem on the spot where possible, for example by adjusting how the work is being carried out or clarifying any misunderstandings about the service.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer your complaint to be handled formally, you can submit a written complaint. Please provide as much detail as you can, including:

Your full name and the address where the removal service took place.

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

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

Names or descriptions of any staff involved, if known.

Details of any damage, loss, delay or other impact on you.

What outcome you are seeking, such as an explanation, apology or compensation.

Written complaints should be sent to our office using your preferred written method. We encourage you to submit your complaint as soon as reasonably practical, and within a reasonable time of the issue occurring, so that we can investigate effectively.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. Our acknowledgement will:

Confirm that we have received your complaint.

Provide the name or role of the person responsible for handling it.

Outline the next steps and the expected timescales for our investigation and response.

How We Investigate Complaints

All complaints are investigated by a member of our management or customer care team who was not directly involved in the original issue wherever possible. Our investigation may include:

Reviewing your removal booking details, inventory and any photographs or notes taken.

Speaking with the crew members, drivers and coordinators involved in your move.

Inspecting any relevant vehicles, equipment or storage records.

Requesting further information or evidence from you if required, such as photographs of any alleged damage.

We aim to conduct investigations in a fair, objective and timely manner, recognising that more complex matters may require additional time.

Our Response and Possible Outcomes

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

A summary of your complaint and any key issues.

The steps we took to investigate what happened.

Our findings based on the evidence available.

Any actions we propose to take to resolve the matter.

Where a complaint is upheld in whole or in part, possible outcomes may include:

A clear explanation and, where appropriate, an apology.

Corrective actions to complete or improve the service.

Consideration of compensation in line with our terms and conditions and any applicable insurance cover.

Improvements to our internal processes or staff training.

Timescales

We aim to resolve most complaints within a reasonable timeframe from the date of receipt. If we are unable to provide a full response within this period, for example due to the complexity of the matter or the need to obtain additional information, we will update you on progress and let you know when you can expect a final response.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for the matter to be reviewed by a senior manager. The senior manager will review the handling of your complaint, the evidence considered and the decision reached. They may uphold the original decision, vary it or make recommendations for further action.

We will inform you in writing of the outcome of this review and any further steps we are able to take.

Claims for Loss or Damage

Where your complaint involves alleged loss of or damage to goods, it is important that you report this to us as soon as you become aware of it. Please provide detailed descriptions and, where possible, supporting photographs. All claims will be considered in accordance with our terms and conditions of business and any applicable insurance arrangements in place for your move.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services and meeting any legal or regulatory requirements. We handle personal information in accordance with our data protection obligations.

Continuous Improvement

Feedback from our customers is essential in helping us maintain and improve our removals and storage services. We regularly review complaints to identify patterns, areas for improvement and opportunities to enhance staff training, operational processes and customer communication. By following this complaints procedure, we aim to resolve individual concerns fairly and strengthen the overall quality of our service for everyone who chooses Putney Removals for their move.