Complaints Procedure for Removals Notting Hill

Removals Notting Hill is committed to providing a professional, reliable and fair moving service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what steps are available if you remain dissatisfied with the outcome.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any complaint about our removal and storage services is handled promptly, fairly and consistently. It applies to domestic and commercial customers using our services in our normal operating area, including packing, loading, transport, delivery and any agreed additional services.

Our objectives are to:

Provide a clear and simple process for making a complaint.

Acknowledge and investigate complaints within reasonable timescales.

Offer explanations, remedies or corrective actions where appropriate.

Use feedback to improve our services and staff training.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of our service, our staff, our vehicles or our processes, where a response is explicitly or implicitly expected. This can include concerns about:

Service quality, punctuality, handling of goods or conduct of our team.

Damage to property or belongings during a move or while in our care.

Misunderstandings regarding quotations, charges or terms and conditions.

Failure to follow agreed instructions or confirmed booking details.

This procedure does not cover disputes that are already the subject of legal proceedings, or issues that fall outside our contractual responsibilities.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to speak with you, we recommend setting out your concerns in writing so that the details are clear and can be fully recorded. When making a complaint, please provide as much of the following information as possible:

Your full name and preferred contact details.

Your move date and the addresses involved in the move.

Your reference number or quotation number, if available.

A detailed description of what went wrong and when it occurred.

Details of any losses, damage or additional costs you believe were caused.

Any supporting information such as photographs, inventories or notes.

Providing clear details helps us investigate efficiently and provide a more accurate response.

Acknowledgement of Your Complaint

Once we receive your complaint, we aim to acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, outline the next steps in our investigation and provide an indicative timescale for our response. If we require further information from you to understand the issue fully, we will explain what is needed and how this may affect the investigation timescale.

Investigation Process

Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue you have raised. The investigation may involve:

Reviewing your booking, quotation and any written correspondence.

Speaking with the staff members involved in your move.

Checking schedules, job sheets, inventories and signed documents.

Examining any photographs or evidence provided by you.

Where necessary, we may contact you to clarify details or request further information. Our aim is to establish a fair and balanced understanding of events and to identify whether our service fell below the standards we set.

Our Response and Possible Outcomes

After completing our investigation, we will provide you with a written response explaining:

Our understanding of the complaint and the key issues raised.

The findings of our investigation and any relevant evidence considered.

Whether your complaint is upheld in full, in part, or not upheld.

Any actions we propose to take as a result of our findings.

Depending on the circumstances, outcomes may include:

An apology and explanation.

Corrective action, such as service changes or additional staff training.

A goodwill gesture, where appropriate.

Information about insurance claims or compensation routes, where applicable and in line with our terms and conditions.

Timescales

We aim to complete our investigation and issue a full written response within a reasonable time after acknowledging your complaint. More complex matters, particularly those involving damage assessments or third parties, may require additional time. If we anticipate a delay, we will inform you and provide an updated timescale.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher management level. In doing so, please explain which aspects of our response you disagree with and what outcome you are seeking. The escalated review will consider both your original complaint and our first response and may involve additional checks or clarification. Once the review is complete, we will provide a final written response outlining our conclusion and any further options that may be available to you, such as independent advice or alternative dispute resolution where appropriate.

Your Responsibilities During the Process

We ask that you cooperate with the process by providing accurate, timely information and keeping any relevant documents, photographs or damaged items available for inspection where necessary. We also ask that all communication remains respectful. Our staff are expected to treat customers courteously and we expect the same courtesy in return.

Using Feedback to Improve Our Service

We treat complaints and feedback as an opportunity to improve. Information gathered through this procedure may be used to review our training, operational processes, packing methods, handling procedures and communication practices. This helps us maintain and improve service quality for customers planning moves within our core service area and beyond.

Changes to this Complaints Procedure

Removals Notting Hill may update this complaints procedure from time to time to reflect changes in our operations, legal requirements or industry best practice. The version available on our website will always be the most current and will apply to any new complaints raised after its publication.