Redbridge Removals Complaints Procedure

Redbridge Removals is committed to providing a reliable and professional removals service for customers across our operating area. However, we recognise that on occasion things may not go as planned. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we work to resolve issues promptly and fairly.

Our Commitment to You

We take every complaint seriously and view feedback as an opportunity to improve our services. Our aims when dealing with complaints are to respond in a timely manner, listen carefully to your experience, investigate thoroughly and objectively, keep you informed throughout the process, and reach a fair outcome with clear explanations.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals, packing, storage or associated services, whether justified or not, that requires a response from us. This could include concerns about punctuality, conduct or behaviour of staff, quality of packing or handling of items, loss or damage to goods, information provided before or during the move, or administrative matters such as documentation, billing or scheduling.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing by post to our office address, or use the contact form on our website. If you initially raise your concern by telephone or in person, we may ask you to confirm the details in writing so that we have a clear record of the issue. This helps us investigate more effectively.

When submitting a complaint, please provide your full name, the address where the service took place, the date of your move or the booking reference, a clear description of what went wrong, the names of any staff members involved if known, and copies of any relevant documents such as quotes, inventories, or photographs of any damage. The more information we have, the quicker and more accurately we can investigate.

Timescales for Raising a Complaint

We recommend that you raise any complaint as soon as reasonably possible after the issue arises. For concerns about service quality, behaviour, or administration, we ask that you contact us within 14 days of your move or the relevant event. For damage or loss of items, you should notify us at the earliest opportunity once you become aware of the issue so that we can review the circumstances properly.

What Happens After You Complain

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within five working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

An appropriate member of our management team will then review your complaint. This may involve speaking with the crew members or staff involved, reviewing job notes and photographs, checking vehicle logs and schedules, examining any relevant paperwork, quotes or inventories, and considering any applicable terms and conditions that applied to your move.

We aim to provide a full written response within 28 days of receiving your complaint. If the matter is complex and further time is needed, we will let you know, explain the reason for the delay and give an updated timescale for our response.

Our Response and Possible Outcomes

When we have completed our investigation, we will send you a written response setting out our understanding of your complaint, a summary of the investigation carried out, our findings on each point raised, our decision and, where appropriate, any proposed remedy or action.

Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include an explanation or clarification, an apology, corrective action to put things right where possible, a goodwill gesture, or a review of our internal processes or staff training to prevent similar issues in future. Where damage or loss is involved, we will also consider the relevant contractual terms and any insurance arrangements.

If You Are Not Satisfied

If you are unhappy with our response, you may request that your complaint is reviewed again. You should set out clearly which aspects of our decision you disagree with and why, and provide any additional information you believe is relevant. A different senior member of our team will then review the complaint, our initial investigation and response, and any new information you have provided.

Following this review, we will provide a final response in writing. This will explain whether our original decision is upheld or amended, and the reasons for that conclusion.

Working Together to Resolve Issues

Our priority is to resolve complaints directly with our customers in a fair and constructive manner. We ask that you treat our staff with respect throughout the process, just as they are expected to treat you with courtesy and professionalism. Clear, calm communication from both sides helps us reach a quicker and more satisfactory resolution.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is logged and monitored. We regularly review complaint data to identify patterns, areas for improvement in our removals and storage services, opportunities to refine our procedures and documentation, and topics for additional staff training. By following this Complaints Procedure, we aim not only to resolve individual issues but also to continually improve the overall service we provide to customers across our service area.