Complaints Procedure
Complaints Procedure for Removal Van Marylebone
Removal Van Marylebone is committed to delivering a reliable, professional and courteous removals service for all domestic and commercial customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know 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 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. Every complaint will be taken seriously, whether it relates to a local move, long-distance relocation, packing service, storage handling or any associated removal activity. Our objectives are to understand your experience, resolve any issues where possible, and learn from the outcome to improve our operations.
What This Procedure Covers
This procedure applies to complaints from private and business customers about any aspect of our removal services, including but not limited to booking, quotations, communication, punctuality, handling of goods, conduct of staff, vehicles, and after-service queries. It does not cover general enquiries, requests for quotes, or routine service questions, which should be raised with our customer service team in the usual way.
Informal Resolution
Where possible, we encourage you to raise any concern as soon as it arises so that it can be addressed quickly and informally. In many cases, issues can be resolved on the day of the move by speaking directly with the team leader or coordinator responsible for your removal. If you are not satisfied with the response on the day, or if you prefer not to raise the matter with the on-site team, you may use the formal complaints process detailed below.
How to Make a Formal Complaint
If an issue cannot be resolved informally, or you feel it requires a more detailed review, you may submit a formal complaint. When doing so, please provide as much information as possible, including your full name, the address where the service was provided, the date of your move or booking, a clear description of the problem, and any supporting details such as photographs, inventory notes or written communications. This helps us investigate the matter thoroughly and efficiently.
Complaints should be made in writing through your usual point of contact with Removal Van Marylebone. Written complaints provide a clear record of the issues raised and help ensure nothing is overlooked during the investigation.
Time Limits for Making a Complaint
We ask that you raise any complaint as soon as reasonably possible after the event, so that we can access accurate information and recollections. Complaints relating to physical goods, including damage or loss, should normally be reported promptly after the move is completed. Although we will consider complaints raised later, delays may limit the actions we can reasonably take and the evidence available.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will log it and begin an initial review. We will acknowledge receipt within a reasonable timeframe and explain the next steps. Your complaint will be assigned to a member of our management or customer care team who is independent of the original incident wherever possible.
The investigation may include reviewing booking records, job sheets, route logs, photographs, staff reports, and any communications relating to your move. We may also contact you for clarification or additional information. Our aim is to understand what happened, why it happened, and what outcome would be fair in the circumstances.
Response Times and Outcomes
We aim to provide a full written response to your complaint within a reasonable period from the date of acknowledgement, depending on the complexity of the matter and the level of investigation required. If we are unable to respond fully within this timescale, we will let you know and explain the reason for any delay.
Our response will outline our findings, any steps we have already taken, and any further actions we propose. Possible outcomes may include an explanation or apology, corrective action to complete or rectify a service, or other forms of redress where appropriate and consistent with our contractual terms and responsibilities.
If You Remain Dissatisfied
If you are not satisfied with the outcome of our initial investigation, you may request a further review. In this case, your complaint and our response will be reconsidered by a more senior member of our management team who has not been directly involved in the handling of your move, where possible. They will assess whether the complaint has been dealt with fairly and in line with our policies.
Following this review, we will provide a final written response setting out our position. This will mark the conclusion of our internal complaints procedure.
Data Protection and Confidentiality
All complaints will be handled in accordance with applicable data protection and privacy requirements. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will not share your details outside Removal Van Marylebone except where required by law or where you have expressly permitted us to do so.
Using Feedback to Improve Our Service
Every complaint and piece of feedback we receive is reviewed to identify opportunities for improvement. This may include additional staff training, changes to our booking and communication processes, improvements in how we handle and protect goods during transit, or updates to our internal procedures. Our aim is to reduce the likelihood of similar issues arising in the future and to maintain a dependable removals service for customers in our operating areas.
Availability of This Procedure
This complaints procedure is available to all customers of Removal Van Marylebone and can be supplied in writing upon request. We are committed to transparency about how we handle concerns and to continuous improvement in the quality, safety and reliability of our removal services.
