Wandsworth Removals Complaints Procedure

Wandsworth Removals is committed to providing professional and reliable removal services for household and commercial moves. We aim to deliver a smooth experience from quotation through to delivery. If something does go wrong, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This procedure applies to all customers who use Wandsworth Removals for any moving, packing, storage, or related services within our service area. It covers complaints about our service quality, conduct of staff or contractors, handling of belongings, punctuality, communication, and the administration of bookings and payments. This procedure does not affect your statutory rights or any other rights you may have under your contract with us.

Our Commitment to You

We will treat every complaint seriously, whether it is large or small. We will handle your complaint fairly, transparently, and without discrimination. We aim to resolve issues as quickly as possible and to keep you informed throughout. Where we have made a mistake, we will acknowledge it, apologise, and take appropriate corrective action.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint verbally or in writing. If your move is still in progress, you may wish to raise the issue with the team on site or with the office so that immediate steps can be taken. For a formal complaint, we ask that you set out the details in writing so that we have a clear record of what has happened.

When submitting your complaint, please include the following information where possible:

Your full name and the address associated with the booking. Your booking reference or removal date. A clear description of what went wrong, including dates and times where relevant. The names or descriptions of any staff involved, if known. Any supporting information, such as photos or inventories, if applicable. What outcome you are seeking, for example an explanation, apology, or compensation.

Time Limits for Submitting Complaints

To help us investigate effectively, we ask that you raise your complaint within a reasonable period after the issue occurred. For damage or loss of items, please notify us as soon as you become aware. If your concern relates to the conduct of our team or the performance of a specific move day, you should contact us as soon as possible after the service has been carried out.

Acknowledgement of Your Complaint

Once we receive your complaint in writing, we will acknowledge it within a reasonable period of time. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an anticipated timescale for our initial response. If we need any further information from you at this stage, we will let you know.

How We Investigate Complaints

Your complaint will be allocated to an appropriate member of our management or customer care team. They will review your account, booking records, and any photographs or documents you have provided. Where relevant, they will speak with the crew members or office staff involved in your move to obtain their account of events. We may also review vehicle logs, schedules, and inventory documents to understand what has happened.

During this stage, we may contact you to clarify details or to request further information. We will aim to keep this process as straightforward as possible and will not ask for unnecessary documents.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written outcome. This response will aim to set out a clear summary of your complaint, the steps we have taken to investigate, our findings, and any action we propose to take. Depending on the nature of the complaint and the outcome of our investigation, this may include one or more of the following:

An explanation of what occurred and why. An apology where we have fallen short of our standards. Practical steps to put things right where possible. A goodwill gesture, refund, or other form of redress where appropriate. Details of any internal steps we will take to prevent a recurrence, such as additional training or changes to our procedures.

Timescales for Resolution

We will aim to provide a full response within a reasonable period after acknowledging your complaint. If your complaint is particularly complex or involves multiple parties, it may take longer to investigate thoroughly. In such cases, we will keep you informed of our progress and let you know when you can expect a final response. Our goal is always to resolve issues as quickly and fairly as possible.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome or feel that your complaint has not been properly understood, you may request that it be reviewed by a senior member of our team. You should explain why you are dissatisfied and what you believe has not been addressed. The review will consider both your original complaint and the way it was handled. We will then provide you with a further written response setting out our final position.

Claims for Loss or Damage

If your complaint involves alleged loss or damage to your belongings during a removal or storage service, additional terms may apply under your contract and any insurance arrangements in place. You may be asked to provide supporting evidence, such as photographs, purchase information, or repair estimates, to help us assess the claim. Any offers of compensation will take into account the contractual terms agreed at the time of booking and any relevant limitations or exclusions.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with our obligations under data protection legislation. Information you provide in connection with your complaint will be used only for the purpose of investigating and resolving the matter, for internal monitoring, and for improving our services. Your personal data will be stored securely and retained only for as long as is necessary for these purposes.

Using Complaints to Improve Our Service

Feedback and complaints are an important source of information about how our removal services perform across our service area. We record and monitor complaints to identify patterns and opportunities for improvement. This may lead to updates to staff training, operational processes, packing and handling procedures, and communication practices, all with the aim of providing a better moving experience for our customers in future.

Contacting Us About This Procedure

If you have any questions about this Complaints Procedure, or if you need assistance in making a complaint, please contact our office. We will be happy to explain the steps involved and to support you in setting out your concerns clearly so that they can be addressed as efficiently as possible.