Greenwich Removals Complaints Procedure

Greenwich Removals is committed to delivering professional, reliable removals and related services to all customers. If something goes wrong, we want to hear about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear and fair process for resolving concerns relating to our removals, packing, storage, and associated services. We aim to deal with all complaints promptly, consistently and transparently, and to learn from feedback to enhance the customer experience across the areas we serve.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about our services, staff, contractors, communication, or the outcome of work we have carried out. This may include issues relating to booking and scheduling, conduct of our removals team, handling of belongings, delays, damage, loss, or billing and administration.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it in a way that is fair and proportionate to the issue you describe.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are often easier to investigate, as we can accurately record the details and refer back to them during our review. If you prefer to raise a complaint verbally, we will make a written record of your concerns.

When submitting a complaint, please provide the following information wherever possible:

The date of your move or service, the name on the booking, any reference or invoice number, a clear description of what went wrong, when it happened, and who was involved, details of any damage, loss or other specific issues, and what outcome you are seeking, such as an explanation, apology, corrective action or compensation.

Providing accurate and complete information helps us to investigate your complaint thoroughly and efficiently.

Our Initial Response

We aim to acknowledge all complaints promptly. Where possible, we will seek to resolve straightforward issues immediately or within a short timeframe, particularly where a quick practical solution is available.

If your complaint is more complex or requires a detailed investigation, we will let you know that we have received your complaint and explain the next steps in the process. We will also indicate when you can expect a full response from us.

Investigation and Handling of Your Complaint

Once we have received your complaint, we will assign it to an appropriate member of our team to review. This may include:

Reviewing booking records, job sheets, photographs, and inventory lists, speaking with staff or contractors who attended your property or handled your belongings, assessing any evidence you provide, including photographs or written notes, and considering any relevant terms and conditions or service agreements.

Our aim is to reach a fair and balanced view of what happened and, where appropriate, to identify any service failures or mistakes.

Timeframes for Responses

We aim to provide a full written response to most complaints within a reasonable time after acknowledging your concerns. If we are unable to respond in full within this period, for example due to the complexity of the issues or the need to gather additional information, we will inform you of the reason for the delay and give you an updated timeframe.

We are committed to keeping you informed throughout the process and to avoiding unnecessary delays at every stage.

Our Decision and Possible Outcomes

When our investigation is complete, we will set out our findings clearly. Our response will normally include a summary of your complaint, the steps we took to investigate, our conclusions, and any actions we will take as a result.

Depending on the circumstances, outcomes may include an explanation and clarification of events, a formal apology, corrective action to resolve an ongoing problem, service improvements to prevent similar issues in future, or an offer of financial redress where appropriate and in line with our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you can ask for your complaint to be reviewed at a higher level within Greenwich Removals. When doing so, please explain why you disagree with our initial decision and provide any additional information you believe is relevant.

The review will focus on whether the complaint was handled fairly, whether our conclusions were reasonable based on the evidence, and whether our proposed resolution is appropriate. After the review, we will confirm our final position on the matter.

Complaints Relating to Loss or Damage

If your complaint involves loss or damage to your belongings during a removal or associated service, it is important to notify us as soon as reasonably possible after you become aware of the issue. This helps us to assess the situation promptly and may be a requirement under our terms and conditions and any applicable insurance arrangements.

We may ask you for photographs, descriptions of the items, approximate value, and any supporting documentation to help us assess the claim. All such complaints will be handled carefully and in accordance with the relevant contractual and legal framework.

Confidentiality and Data Protection

We treat all complaints in confidence and will only share information with those who need it in order to investigate and respond to your concerns. Any personal data provided in connection with a complaint will be processed in accordance with our data protection obligations and used only for the purpose of handling the complaint and improving our services.

Continuous Improvement

Greenwich Removals values all feedback, including complaints, as an important source of information about how our removals and related services are performing across our service areas. We regularly review complaints data to identify trends, training needs, and opportunities to improve our practices, customer communication, and overall service quality.

By following this Complaints Procedure, we aim to resolve individual issues fairly and to use each complaint as a chance to make our service better for all customers.