Complaints Procedure for Removal Van Croydon
Removal Van Croydon is committed to providing a professional and reliable removals service for customers across our operating area. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This page explains how you can raise a complaint, how we will respond, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and consistent process for dealing with concerns about our removal services. It applies to domestic and commercial customers who have used, or attempted to use, our services. It covers issues such as customer service, conduct of staff, handling of goods, punctuality, documentation, billing and communication before, during or after your move.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Removal Van Croydon, where you are seeking a response or resolution. This can include, but is not limited to:
Concerns about how your belongings were handled or protected during loading, transport or unloading
Disputes about the service provided compared with what was agreed in your quotation or booking confirmation
Issues relating to the conduct, attitude or behaviour of our drivers, porters or office staff
Concerns about delays, missed arrival times or changes to booking arrangements
Questions or disputes relating to charges, payments or refunds
If you are unsure whether your concern counts as a complaint, you can still raise it using the process set out below and we will guide you further.
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible so that we can address them quickly and effectively. You can make a complaint verbally or in writing, but we recommend putting it in writing so there is a clear record of the issue.
Please provide the following information when making your complaint:
Your full name and the address where the removal service was provided
The date of your move and any reference or booking number you may have
A clear description of what went wrong, including relevant dates and times
Details of any items you believe were damaged or lost, if applicable
Any supporting information you feel is relevant, such as photographs or inventories
What outcome or resolution you are seeking, if you have a preference
Written complaints will be handled in the same way as verbal complaints; however, written complaints may allow us to investigate more efficiently where detailed information is required.
Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In most cases this will be within five working days. Our acknowledgement will confirm that we have received your complaint and will let you know who is dealing with it. We may also request further information or clarification if needed to carry out a thorough review.
How We Investigate Complaints
Our aim is to handle every complaint fairly, objectively and without unnecessary delay. The staff member assigned to your complaint will:
Review the details of your booking, quotation and any relevant documents
Speak with the removal team or office staff involved in your move, where appropriate
Examine any photographs, inventories or other evidence you have provided
Compare what happened with our internal procedures and service standards
Consider any mitigating factors, such as access issues, traffic conditions or changes requested on the day
We will keep you informed if the investigation is likely to take longer than expected and will aim to resolve most complaints within 28 days, depending on the complexity of the matter.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide you with a clear written response explaining the outcome. This will usually include:
A summary of the complaint as we understand it
An outline of the steps we took to investigate
Our findings and any relevant explanations
Any actions we will take to put things right, where appropriate
Information on what we are doing to prevent similar issues arising in the future
Depending on the circumstances, possible outcomes may include an apology, an explanation, service improvements, or a goodwill gesture. Where damage or loss is claimed, any remedy will be considered in line with our terms and conditions and any applicable insurance arrangements related to removals work.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you can ask for it to be reviewed at a higher level within Removal Van Croydon. You should do this as soon as possible after receiving our response, setting out why you believe the matter has not been resolved and any additional information you would like us to consider.
A senior member of our team will then review the handling of your complaint and the decision made. They may contact you for further information and will provide a final written response once their review is complete.
Time Limits for Complaints
To allow us to investigate effectively, we ask that complaints relating to our removal services are raised within a reasonable period after the date of your move. This helps ensure that information is still available and memories are fresh. While we will consider all complaints on their merits, delays in raising a concern may affect what we are able to do, particularly in relation to claims for damage or loss.
Our Commitment to Continuous Improvement
We review complaints regularly to identify patterns and areas for improvement in our services. Feedback from customers across our service area is an important part of this process. By following this complaints procedure, you help us maintain and improve the standards of our removal services and customer care.
Using this process does not affect any statutory rights you may have in relation to the services provided by Removal Van Croydon. We remain committed to resolving issues as fairly and constructively as possible, and to learning from every complaint we receive.
