Greenwich Removals Complaints Procedure

Greenwich Removals is committed to providing reliable, professional removals and related services. We aim to handle every move with care, but we recognise that issues can occasionally arise. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We want every customer to feel confident that any problem will be taken seriously and dealt with fairly. Our aims when handling a complaint are to:

Listen carefully to your concerns and understand what has happened from your point of view.

Handle your complaint promptly, politely, and professionally.

Investigate the facts thoroughly before reaching a conclusion.

Explain clearly what we have found and what we can do to put matters right where appropriate.

Learn from complaints to improve our services for future customers.

What This Procedure Covers

This procedure covers complaints about:

The quality of our removals, packing, storage, or related services.

Conduct, attitude, or behaviour of our office staff or removals teams.

Communication and administration, such as bookings, confirmations, timings, and documentation.

Damage to property or belongings associated with our services.

Other concerns directly related to the services you have received from Greenwich Removals.

This procedure is intended for residential and business customers who have booked services with us in our operating area.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we can accept verbal complaints, we encourage you to put your complaint in writing wherever possible. This helps us understand the issue clearly and gives us a record to refer back to during our investigation.

When you contact us, please include:

Your full name and the address where the service took place.

The date of your removal or service, and any reference number you may have.

A clear description of your complaint, including any relevant times and details.

Any evidence you can provide, such as photographs of damage or copies of documents.

What outcome you are seeking, if you have a preferred resolution.

If you make a complaint verbally, we may ask you to confirm some details in writing so that we can ensure accuracy.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible. In particular:

Concerns about service quality or staff conduct should normally be raised within 14 days of the service being completed.

Damage to property or belongings should be reported as soon as it is noticed, and ideally within 7 days of your move or delivery.

We may still consider complaints raised after these time periods, but it can become more difficult to investigate the facts as time passes.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where a complaint is in writing, we will normally acknowledge it within five working days.

Initial review: We will assess the nature of your complaint and decide who is best placed within our team to investigate it. This may be a manager responsible for operations, customer service, or another senior team member.

Investigation: We will gather relevant information, which may include speaking to staff members involved, reviewing service notes or schedules, and examining any photographs or documents you have provided.

Outcome: Once the investigation is complete, we will inform you of our findings and any proposed resolution. We aim to provide a full response within 28 days of receiving your complaint. If we need more time due to complexity, we will explain why and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include, where appropriate:

A clear explanation of what happened and why.

An apology where we have fallen short of our standards.

Corrective action, such as revisiting a service where feasible.

Practical steps to prevent the same issue occurring again.

Consideration of compensation in line with our terms and conditions, where loss or damage has been established and our responsibility is clear.

Any offer of remedy will take into account the specific circumstances and evidence available.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed by a more senior manager. When you do so, please explain why you disagree with the initial outcome and provide any additional information you wish us to consider.

The senior manager will review the original investigation, any further evidence provided, and decide whether the outcome should be upheld, varied, or reconsidered. We will then provide you with a final response.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving your concerns, and for monitoring and improving our services. It will be kept secure and only shared with staff members who need it to deal with your complaint.

Using This Procedure

This Complaints Procedure is intended to be clear and straightforward so that anyone using our removals services can raise concerns easily and be confident in how we will respond. We keep this procedure under regular review to ensure it remains effective, fair, and in line with our commitment to high standards of service in all areas where we operate.