Stockwell Removals Complaints Procedure

Stockwell Removals is committed to providing a reliable, professional removals service for domestic and commercial customers. 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 work to resolve it promptly and fairly.

Purpose and Scope

This procedure applies to all customers of Stockwell Removals who wish to complain about any aspect of our services, including but not limited to home moves, office relocations, packing services, storage arrangements, punctuality, communication, and conduct of our staff or subcontractors.

We welcome feedback as an opportunity to review our performance and improve our removals and relocation services across our service areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, however made, where a response or resolution is explicitly or implicitly expected. This may include, for example:

Concerns about the standard of packing, loading, unloading, or transport of your belongings.

Issues regarding timekeeping, delays, or failure to attend a booked move.

Concerns about the accuracy of quotations, invoices, or agreed charges.

Alleged damage or loss of property during the move or while in storage.

Dissatisfaction with staff behaviour, communication, or customer service.

Complaints about how a previous complaint was handled.

How to Make a Complaint

You may raise a complaint verbally or in writing, using any usual method of contact set out in our standard documentation. If you contact us by phone, we may ask you to follow up in writing so we have a clear record of the issue.

To help us investigate properly and resolve your complaint more quickly, please provide:

Your full name and contact details.

The date and location of your move or service.

Your reference number or booking details, if available.

A clear description of what has gone wrong and when it happened.

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

Copies of any relevant documents, such as quotes, invoices, or photographs.

Timescales for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the issue occurs. For claims relating to loss or damage to goods, please refer to the time limits specified in our terms and conditions, as these may affect how we can progress your complaint or any related compensation claim.

How We Will Handle Your Complaint

We aim to deal with all complaints in a fair, consistent, and transparent manner. Our process is as follows:

1. Acknowledgement

We will acknowledge your complaint as soon as reasonably practicable. For written complaints, we aim to acknowledge within five working days of receipt. If your complaint is made verbally, we will usually confirm our understanding of your concerns during the conversation or, where necessary, in writing.

2. Investigation

Your complaint will be reviewed by a manager or another suitably senior member of the team who is not directly involved in the matter you are complaining about. As part of the investigation, we may:

Review your booking details, job sheets, and relevant documentation.

Speak with team members who were involved in your move or service.

Inspect photographs or other evidence you provide.

Consider our terms and conditions and any applicable industry standards.

3. Response

Once the investigation is complete, we will provide you with a written response setting out:

Our understanding of the complaint.

The steps we have taken to investigate.

Our decision and, where appropriate, any offer of remedial action.

Any further actions we will take to prevent recurrence.

We aim to provide a full response within 28 days of acknowledging your complaint. If we are unable to meet this timescale, for example in complex cases, we will keep you informed of progress and provide an updated timeframe.

Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, outcomes may include:

An explanation or clarification regarding what happened.

An apology where we have not met our usual standards.

Corrective action, such as revisiting work or adjusting arrangements.

A goodwill gesture, where appropriate.

Consideration of compensation in line with our terms, conditions, and any applicable insurance cover.

If You Remain Dissatisfied

If you are unhappy with our final response, you may ask for a further internal review by a senior manager, who will reconsider the complaint, the evidence, and the outcome reached. This review will focus on whether the complaint was handled fairly and reasonably.

Where relevant, you may also have the option to seek independent advice or escalation through appropriate external channels. Information about any such options, if available, will be provided in our final response.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection laws. Information will only be shared internally with staff who need it to investigate and resolve the issue, or externally where we are required or permitted to do so by law or where it is directly relevant to the management of your claim.

Continuous Improvement

Stockwell Removals reviews complaints regularly to identify trends and areas for improvement in our removals, packing, and storage services. Lessons learned from complaints may result in additional staff training, updates to our procedures, or changes to our service offerings to better support customers planning moves in our operating areas.

By following this Complaints Procedure, we aim to treat all customers fairly, resolve issues as quickly as possible, and maintain a consistently high standard of service across every move we undertake.