Lewisham Removals Complaints Procedure

This Complaints Procedure explains how Lewisham Removals handles concerns and complaints about our moving and storage services. We are committed to providing a professional and reliable removals service and take any expression of dissatisfaction seriously. Our aim is to resolve issues promptly, fairly, and transparently.

Our Commitment to You

We understand that moving home or business premises can be stressful, and any problems with your removal service can make this more difficult. When you raise a concern with Lewisham Removals, we will:

• Treat your complaint with respect and confidentiality
• Acknowledge your complaint within a reasonable timeframe
• Investigate the matter thoroughly and impartially
• Explain our findings and any decisions clearly
• Where appropriate, offer a suitable remedy or explanation
• Use your feedback to improve our services and internal processes

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to review the matter and provide a response. This may relate to areas such as:

• The standard of our removals, packing, or storage services
• The conduct or attitude of our staff or contractors
• The handling or care of your belongings
• Delays, missed appointments, or communication issues
• Charges or information provided about pricing and services

We will always aim to resolve minor issues informally as soon as you raise them. However, you are entitled to use this formal Complaints Procedure at any time if you feel that a concern has not been dealt with to your satisfaction.

How to Make a Complaint

You can make a complaint in writing. When contacting us, please include as much relevant information as possible so that we can investigate your concerns efficiently. This may include:

• Your full name and contact details
• Your moving date and, if available, your job or booking reference
• The address you moved from and to
• A clear description of what went wrong and when it occurred
• Details of any damage, delay, or specific incident
• Copies of any supporting documents you wish us to consider, such as photographs or inventories

Please clearly state that you are making a formal complaint under this Complaints Procedure, so that we can log and manage it correctly.

Stage One – Initial Review and Response

Once we receive your complaint, we will record it and assign it to an appropriate member of our team for review. We will acknowledge receipt within a reasonable period and provide an indicative timescale for our investigation.

During Stage One we may contact you to clarify details or request further information. We may also speak with staff and review relevant documents, schedules, or photographs. After completing our initial investigation, we will write to you with:

• A summary of your complaint
• The steps we have taken to investigate
• Our findings and any conclusions
• Any offer of remedy, where appropriate
• Information about what you can do if you remain dissatisfied

Stage Two – Further Investigation

If you are not satisfied with the Stage One response, you may request a further review. Please explain why you remain unhappy and what outcome you are seeking. Your complaint will then be escalated for a more senior review.

At Stage Two we will:

• Reassess the original complaint and the Stage One response
• Consider any additional information you have provided
• Conduct any further enquiries that may be required
• Aim to reach a balanced and fair decision based on the evidence

We will then send you our Stage Two response, setting out our final position on your complaint and any final proposals for resolution.

Timescales

We aim to handle complaints as quickly as possible while ensuring a thorough review. Actual timescales may vary depending on the complexity and nature of the issues raised. If we believe our investigation will take longer than originally indicated, we will inform you and provide an updated timeframe.

Possible Outcomes and Remedies

Where we find that we have fallen short of our standards, we will consider appropriate remedies. These may include:

• A written apology and explanation
• Corrective action, such as revisiting a job if reasonably possible
• Reviewing or amending internal procedures to prevent recurrence
• Where applicable and subject to our terms and conditions, consideration of compensation or contribution towards reasonable losses

Any remedy will be assessed on a case by case basis, taking into account our terms of business, the nature of the service provided, the evidence available, and any relevant limitations or exclusions.

Your Responsibilities

To help us resolve your complaint effectively, we ask that you:

• Raise concerns as soon as reasonably possible after the event
• Provide accurate and complete information
• Retain any relevant documents or photographs
• Communicate with our team in a polite and respectful manner

If you are moving property, it is also important that you have adequate insurance arrangements in place for your belongings, in line with our terms and conditions and any advice we provide when you book your removal service.

Continuous Improvement

Lewisham Removals uses feedback and complaints to improve the quality of our domestic and commercial removals, packing, and storage services in our operating area. We routinely review complaint trends to identify training needs, operational changes, and service improvements. By following this Complaints Procedure, we aim not only to resolve individual issues, but also to strengthen the reliability and professionalism of our service for all customers.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, our terms and conditions, or applicable guidance affecting the removals industry.