Willesden Removals Complaints Procedure

Willesden Removals is committed to providing a professional and reliable removals service for all customers. We aim to handle your possessions with care and to deliver excellent customer service throughout your move. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for addressing any dissatisfaction with our removals, packing, storage, or related services. We use all feedback, including complaints, to review our performance and improve the way we operate. This procedure covers complaints from private customers, landlords, tenants, and business clients who have used our services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to customer care, conduct of staff or contractors, damage to property or belongings, delays, billing issues, or any other aspect of your move that you feel did not meet the standard you reasonably expected. You can make a complaint even if you are not sure whether the problem is our fault; we will investigate fairly and let you know our findings.

How to Raise a Complaint

You can raise a complaint in writing by letter or by any other written method you prefer. When making a complaint, please provide as much information as possible, including your full name, the service address, dates of the move or booking, a description of what went wrong, and what outcome you are seeking. The more detail you provide, the easier it will be for us to investigate thoroughly and respond quickly.

If you raise an issue verbally at the time of the move or shortly afterwards, our team will do their best to resolve it informally. If the matter is not resolved to your satisfaction, or if you would prefer a more formal review, please submit a written complaint so we can record and investigate it under this procedure.

Timescales for Making a Complaint

We ask that you raise any complaint as soon as possible after the event, so that we can access all relevant information and evidence. For complaints relating to damage or loss of items, please notify us as soon as reasonably practical after you become aware of the issue. This will help us to investigate effectively and, where appropriate, involve insurers or other parties.

Our Complaints Handling Stages

Stage One: Acknowledgement

Once we receive your written complaint, we will send you a written acknowledgement. This will normally be within five working days. Our acknowledgement will confirm that we have received your complaint, summarise our understanding of the issues you have raised, and provide information on the next steps and the expected timescale for a full response.

Stage Two: Investigation

Your complaint will be assigned to an appropriate member of management for investigation. The investigation may include reviewing job records and booking details, speaking to the removals team or subcontractors involved, examining any relevant photographs or documents you provide, and checking our internal procedures. We may contact you during this stage if we need clarification or additional information.

We aim to complete our investigation and issue a written response within 28 days of acknowledging your complaint. If, due to the complexity of the matter or the need to obtain further information, we are unable to respond within this timescale, we will write to you to explain the reason for the delay and provide an updated timeframe.

Stage Three: Written Outcome

At the end of the investigation, we will send you a written outcome. This will explain whether your complaint has been upheld in full, upheld in part, or not upheld. We will set out the reasons for our decision, referencing the information and evidence we have considered. Where your complaint is upheld or partly upheld, we will outline any proposed remedy, which may include an apology, service rectification, a goodwill gesture, or other appropriate resolution, in line with our terms and conditions and any applicable insurance arrangements.

Stage Four: Review or Escalation

If you are not satisfied with the outcome at Stage Three, you may request a review. Your request should be made in writing, stating the reasons why you disagree with our decision or why you believe the complaint has not been handled fairly. Where possible, the review will be conducted by a manager who was not involved in the initial investigation, to provide an additional level of objectivity.

Following the review, we will send you a final written response. This will confirm our final position on your complaint and any further steps we are prepared to take. Once this final response has been issued, our internal complaints process will be considered complete.

Fairness, Confidentiality, and Data Protection

All complaints are handled fairly, consistently, and without discrimination. Raising a complaint will not affect your right to use our services in the future, and our team is trained to treat all complainants with courtesy and respect. Information you provide during the complaints process will be handled in confidence and used only for the purpose of investigating and resolving your complaint, in accordance with applicable data protection laws.

Using Complaints to Improve Our Service

We regularly review complaints data to identify trends, training needs, and areas where our removals, packing, and storage services can be improved. This can include reviewing how we protect customer property, how we plan journeys and timing, how we communicate before and during a move, and how we handle billing and documentation. By raising a complaint, you help us improve the quality and reliability of our service for all customers.

Alternative Dispute Resolution

If, after completing our internal complaints process, you remain dissatisfied, you may wish to seek independent advice or alternative dispute resolution. This may include consulting consumer advice services, legal advisers, or relevant industry or trade bodies where applicable. Any such external routes do not affect your statutory rights.

Updates to this Complaints Procedure

Willesden Removals may review and update this Complaints Procedure from time to time, to reflect changes in our operations, legal requirements, or best practice in the removals industry. The version published on our website will be the most current and will apply to complaints raised on or after the date of publication.