Complaints Procedure

Dulwich Removals Complaints Procedure

At Dulwich Removals, we work hard to deliver a reliable and professional moving service for homes and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear and straightforward way to tell us when something has gone wrong with our moving or storage services. It covers issues such as punctuality, conduct of staff, quality of packing and handling, completion of agreed services, and billing concerns. By following this process, we aim to resolve problems fairly, promptly and transparently, and to use your feedback to improve our removals service in the wider area we cover.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, whether justified or not, where you are seeking a response or resolution. Examples include:

Delays or missed appointments on move day.

Concerns about the behaviour, attitude or professionalism of our removals team.

Damage to property, furniture or personal belongings during packing, loading, transport or unloading.

Disputes over quotations, charges or payment terms for your move.

Failure to carry out services as agreed in your written quotation or booking confirmation.

We encourage you to raise any concerns as soon as you become aware of them, so that we can address issues quickly and minimise any ongoing impact on your move.

How to Make a Complaint

You can make a complaint in writing or by speaking directly with a member of our team. Written complaints are preferred as they help us keep a clear record of what has happened and what you would like us to do. When submitting a complaint, please provide:

Your full name and contact details.

Your move date or reference, and the collection and delivery locations.

A clear description of what went wrong, including dates and times where possible.

Details of any discussions already held with our staff about the issue.

Any photographs, inventories or other documents that support your complaint.

What outcome you are seeking, for example an explanation, apology, corrective work or financial settlement where appropriate.

Complaints Made on Move Day

If an issue arises on the day of your move, please raise it immediately with the team leader on site. Many concerns, such as minor service issues or misunderstandings about what has been booked, can be resolved straight away when they are brought to our attention at the time. If the team leader cannot resolve the matter to your satisfaction, they will pass the details to our office so that the formal complaints process can begin.

Our Complaints Handling Stages

We handle every complaint in a structured way to ensure consistency and fairness.

Stage 1: Acknowledgement

Once we receive your complaint, we will log it and provide an acknowledgement, normally within five working days. At this point we may ask for further information if anything is unclear or if we need additional details to begin our investigation.

Stage 2: Investigation

Your complaint will be reviewed by a manager who was not directly involved in the original work wherever possible. The investigation may include:

Reviewing your quotation, inventory, move notes and any relevant photographs.

Speaking with the removals crew and office staff involved in your move.

Assessing any damage reports, condition notes or claims forms you have submitted.

Considering any relevant terms and conditions that apply to your booking.

We aim to complete this investigation within 14 working days of acknowledging your complaint. If, for any reason, the investigation will take longer, we will let you know and provide an estimated timeframe for our full response.

Stage 3: Outcome and Response

When our investigation is complete, we will write to you with our findings and our proposed resolution. Depending on the nature of the complaint, this may include:

A clear explanation of what we believe happened and why.

An apology where our service has fallen below the standards we set.

Details of any corrective action we will take, such as staff training or changes to procedures.

Information on any goodwill gesture or financial settlement where this is appropriate and in line with our terms and conditions and any applicable insurance or cover.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed at a more senior level within Dulwich Removals. Please set out why you remain dissatisfied and what you believe would be a fair resolution. A senior manager will review the original investigation and outcome, and may request further information from you or from staff involved. We will then provide you with a final response setting out our position.

Timescales and Communication

We understand that moving home or business premises can be stressful, and that unresolved complaints can add to that stress. Our aim is always to handle complaints as promptly as the complexity of the issue allows. Throughout the process you can expect:

Acknowledgement of your complaint within five working days.

Regular updates if the investigation takes longer than expected.

Clear and respectful communication at every stage.

Where possible, we will keep to the timescales set out in this procedure, but complex matters, such as disputes involving third parties or extensive damage assessments, may require additional time. In such cases we will keep you informed of progress.

Using Complaints to Improve Our Service

Your feedback, whether positive or negative, helps us improve the quality and reliability of our removals and storage services. We regularly review complaints to identify recurring issues, trends or training needs, and we use what we learn to update our procedures, risk assessments and staff guidance. Our goal is not only to resolve individual complaints, but also to reduce the likelihood of similar problems arising for future customers in our service area.

Respect and Fair Treatment

We treat all complaints seriously and with respect, and we expect our customers to treat our staff in the same way. We will not tolerate abusive, threatening or discriminatory behaviour towards our team at any stage of the complaints process. Where behaviour of this kind occurs, we may limit or restrict communication to written correspondence, or in severe cases, bring the interaction to an end.

This Complaints Procedure is intended to give you confidence that any concern you raise with Dulwich Removals will be handled with care, fairness and professionalism, from first contact through to final outcome.