Complaints Procedure
Complaints Procedure for Removal Van Greenwich Customers
Removal Van Greenwich is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things 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.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. We will treat you with respect, listen carefully to your concerns, and explain our decisions clearly. We will always seek to resolve issues informally where possible, but we also provide a structured formal process if you are not satisfied with the initial response.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removals or related services, whether reasonable or not, where a response is expected. This may include concerns about the standard of work, conduct of staff, damage to property or belongings, delays, missed appointments, communication problems or the way a previous complaint has been handled.
If you are unsure whether your concern is a complaint, please raise it with us anyway. We will let you know how it will be treated and guide you through the next steps.
Raising an Informal Complaint
In many cases, complaints can be resolved quickly and informally. If you are unhappy with any aspect of our service, please speak to a member of our team as soon as possible, ideally on the day of your move or as soon afterwards as you become aware of the issue.
Please provide as much detail as you can, including what went wrong, when it happened, and what you would like us to do. We will listen to your concerns, ask any necessary questions, and aim to provide an explanation or solution without delay.
Where appropriate, we may offer to rectify work, arrange a revisit, or agree another practical solution. If you are satisfied with the outcome at this stage, the matter will be closed. If you remain dissatisfied, you can make a formal complaint.
How to Make a Formal Complaint
If we are unable to resolve your concern informally, or you prefer to make a formal complaint from the outset, please set out your complaint in writing. Written complaints help us to understand the matter clearly and to keep an accurate record of what has happened.
When making a formal complaint, please include, as far as possible, the following information:
The date of your move or booking, the address where the service took place, a clear description of what went wrong, details of any conversations already held with our team, and what outcome you are seeking. Where relevant, you may also include photographs or other supporting information.
Once we have received your formal complaint, we will acknowledge it in writing within a reasonable period of time. We will confirm that we are investigating and advise you of the next steps.
Complaint Handling and Timeframes
We will appoint a member of our management team to review your complaint impartially. This person may contact you to request further details, clarify points, or arrange a convenient time to discuss the matter. We may also speak to staff involved in your move and review any relevant records or documentation.
We aim to provide you with a full written response within a reasonable timeframe from the date we receive your complaint. If, for any reason, we are unable to meet this, we will let you know, keep you informed of progress, and provide an updated timescale.
Our written response will explain our findings, any factors we have taken into account, and any action we propose to take. This may include an apology, corrective work, a service adjustment or another form of resolution. Where we do not uphold your complaint, we will explain our reasons clearly.
Escalating Your Complaint
If you are not satisfied with the outcome of our formal investigation, you can ask for your complaint to be reviewed again. This review will be carried out by a senior member of our team who has not been directly involved in the original decision, where possible.
During this stage, we will re-examine the information already provided and consider any additional details you wish to share. We will then provide a final written response setting out our position and any further action we are prepared to take. This will normally conclude our internal complaints process.
Claims for Loss or Damage
If your complaint relates to loss of, or damage to, your belongings or property, we may require specific information to assess your claim. This may include a description of the item, proof of ownership, estimated value, photographs of the damage and any relevant documentation from the move.
All such claims are handled in line with our terms and conditions and any applicable insurance arrangements in place at the time of your move. We will explain these to you as part of the complaints process and let you know what evidence we need to consider your claim fully.
Fairness, Confidentiality and Record Keeping
All complaints are treated in confidence and handled in accordance with our privacy obligations. Information is shared only with those who need to know in order to investigate and resolve the matter.
We keep a record of all complaints, including how they were resolved. These records help us to monitor our performance, identify recurring issues and improve the quality of our removals service.
Using Feedback to Improve Our Service
We value all feedback, whether positive or negative. Complaints highlight where we may need additional training, clearer communication or changes to our processes. By following this procedure, you help us to maintain and enhance the standard of service we offer to customers in our operating areas.
If you have any concerns about our service, please use this complaints procedure to tell us. We will always do our best to resolve your issue fairly and to learn from every complaint we receive.
