Complaints Procedure for Removal Van Islington Customers
Removal Van Islington is committed to providing a reliable, professional moving service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond. Our aim is to put things right wherever possible, learn from what has happened, and continually improve our removals and related services.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair process for making a complaint and to set out how we handle and resolve issues. It applies to all services supplied by Removal Van Islington, including home moves, office moves, packing services, loading and unloading, and short-term or long-term storage associated with our removals work.
This procedure is intended for use by individual and business customers who have used or booked our services. It does not replace your statutory rights.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether it is justified or not, where you are seeking a response or resolution. This may include, but is not limited to:
Concerns about the conduct, attitude, or behaviour of our drivers, porters, or office staff. Issues relating to punctuality, vehicle condition, or how your belongings were handled. Disputes about charges, estimates, invoices, or payments. Concerns about damage, loss, or missing items in connection with your move or storage. Dissatisfaction with communication before, during, or after your move. Any situation where you feel that the service you received did not meet the standard you reasonably expected.
If you are unsure whether your concern qualifies as a complaint, please raise it with us and we will guide you through the process.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage customers to raise concerns as soon as possible after the issue occurs, so that we can investigate while events are still recent and information is readily available.
When making a complaint, please provide the following details to help us investigate efficiently: your full name, the address where the service took place, and the date of your move or booking; a clear description of what went wrong and when it happened; the names of any staff members involved, if known; any supporting information such as reference numbers, inventories, photos, or delivery notes; how you would like us to resolve the matter, if you have a preferred outcome.
If you raise a complaint verbally and it is more complex, we may ask you to confirm key details in writing so that we can keep an accurate record.
Our Complaint Handling Stages
We aim to deal with all complaints promptly and fairly. Our process typically follows these stages.
Stage one: Initial response. We will acknowledge your complaint as soon as reasonably practical after receiving it. Where possible, simple issues may be resolved immediately at this stage by the staff member you first contact, for example by providing clarification, correcting an error, or arranging a straightforward remedy.
Stage two: Investigation. If your complaint cannot be resolved at stage one, it will be passed to a senior member of staff or manager for investigation. They will review your account of events, speak with any team members involved, and consider any relevant documents such as booking details, job sheets, photos, and inventory records. During the investigation, we may contact you to request further information or evidence if needed.
Stage three: Outcome and resolution. Once the investigation is complete, we will provide you with a considered response. This will explain our findings, any conclusions we have drawn, and any steps we propose to take. Possible outcomes may include an explanation or clarification, an apology where appropriate, taking corrective action for future jobs, or offering a practical remedy in line with our terms and conditions and applicable law.
Timeframes
We aim to acknowledge your complaint promptly. Investigation times vary depending on the complexity of the case and the availability of information, but we aim to provide a full response as soon as is reasonably possible. If, for any reason, we are unable to meet our usual timeframes, we will let you know and explain the reason for the delay and when you can expect a further update.
Fairness and Confidentiality
All complaints are handled with fairness, respect, and discretion. We will consider each case on its individual facts and circumstances, and we will not treat you less favourably for raising a concern. Information you provide will be used only for the purpose of investigating and resolving your complaint and for monitoring and improving our services. We will keep your personal details secure and only share information internally with staff who need it to assist with the complaint.
Remedies and Follow Up
Where we find that something has gone wrong, we will look for a reasonable and proportionate remedy. Depending on the circumstances, this may involve practical steps to correct the issue, guidance to staff, or changes to our processes. In some cases, we may offer financial remedies in line with our terms and conditions and any relevant insurance or liability provisions.
We also use complaints and feedback to identify trends, improve staff training, and refine our procedures so that similar issues are less likely to occur in future.
If You Remain Unhappy
If, after we have completed our internal complaints procedure, you are still dissatisfied with the outcome, you may request a further review by a senior manager, where available. They will consider whether our process has been followed correctly and whether the outcome is reasonable in light of the information available.
Nothing in this complaints procedure affects your legal rights. You are free to seek independent advice at any stage if you feel it is appropriate.
Updates to This Procedure
Removal Van Islington may review and update this complaints procedure from time to time to reflect changes in our services, customer expectations, or regulatory requirements. The version published on our website will be the most current and will apply to new complaints from the date it is posted.
We value all feedback, whether positive or negative, and we appreciate you taking the time to help us improve our moving and storage services.
