Battersea Removals Complaints Procedure

Battersea Removals is committed to providing a reliable, professional removals and storage service for customers across our local area and beyond. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and aim to resolve them quickly, fairly and transparently. Whether your concern relates to a home move, office relocation, packing service, storage arrangement or any other part of your experience with Battersea Removals, we will handle it with care and respect.

Our key commitments are to:

Respond to your complaint in a timely and professional manner.

Listen to your concerns and treat you courteously at all times.

Investigate what has happened in a fair and unbiased way.

Provide a clear explanation of our findings and any actions we will take.

Use your feedback to improve our services and prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, contractors, charges or communication, where you would like a response or resolution. Examples include:

Concerns about how your belongings were handled during a move.

Disagreements about charges, quotations or invoicing.

Issues with punctuality, conduct or attitude of our team.

Problems with packing, loading, unloading or storage arrangements.

Any situation where you believe we have not met the service level we promised.

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 or verbally. When making a complaint, please provide as much detail as possible, including:

Your full name and the address where the service was carried out.

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

A clear description of what went wrong and when it happened.

Details of any conversation you have already had with our team about the issue.

What outcome or resolution you are seeking, if you have a preference.

Providing clear information will help us understand your situation and respond more effectively.

Initial Resolution

Many issues can be resolved quickly by the team member you have been dealing with, such as your move coordinator, driver, foreman or customer service representative. If you feel able to do so, you may first explain your concern to them and allow them the opportunity to address it informally.

If the issue cannot be resolved at this stage, or you would prefer not to raise it informally, you are welcome to use our formal complaints process as set out below.

Formal Complaints Process

Once we receive your complaint formally, we will follow these steps.

Acknowledgement: We will acknowledge receipt of your complaint as soon as reasonably possible. In this acknowledgement, we may ask for any additional information that is needed to investigate your concerns properly.

Investigation: Your complaint will be reviewed by an appropriate manager who was not directly involved in the original issue where practicable. They will gather relevant information, such as job records, staff statements and any photographs, notes or documentation relating to your move.

Assessment: We will consider all the information available and assess whether we have met our obligations, followed our procedures and delivered the service you were entitled to expect.

Response: Once our investigation is complete, we will provide you with a detailed response. This will usually include a summary of your complaint, an explanation of what we found, and our decision on any corrective action, apology, remedial work or financial settlement where appropriate.

Timescales

We aim to respond to complaints as quickly as possible while ensuring a thorough investigation. Timescales may vary depending on the complexity of the matter and the availability of information, especially for moves involving multiple properties or long-distance transport.

We will keep you informed if we require more time to investigate and will provide updates on our progress where appropriate. Our goal is always to reach a fair resolution within a reasonable timeframe.

Outcomes and Remedies

Where our investigation shows that we have fallen short of our standards, we will consider a range of remedies depending on the circumstances. These may include:

A clear explanation and, where due, a sincere apology.

Corrective actions, such as additional work or remedial visits.

Review of internal procedures or staff training to prevent recurrence.

Where appropriate and in line with our terms and conditions, financial compensation for proven loss or damage.

Any remedy will reflect the nature, seriousness and impact of the issue raised.

If You Are Not Satisfied

If you are unhappy with our initial response, you may ask for your complaint to be reviewed at a higher level within Battersea Removals. Another senior member of our team will re-examine the case, including the original investigation and outcome, and provide a further response.

We encourage open communication at this stage, so that any remaining concerns can be understood and addressed wherever possible.

Your Responsibilities

To help us investigate and resolve your complaint efficiently, we ask that you:

Raise any concerns as soon as reasonably possible after the issue occurs.

Provide accurate, complete information and supporting evidence where available.

Communicate with our team in a polite and respectful manner.

Give us a fair opportunity to investigate and respond before taking further action.

Continuous Improvement

Every complaint is an opportunity for Battersea Removals to learn and improve. We regularly review complaints received, look for patterns or recurring themes, and use this information to refine our training, procedures and service standards. By raising your concerns, you are helping us maintain a high-quality removals and storage service for customers in our area.

Changes to This Procedure

We may update this complaints procedure from time to time to reflect changes in our business, industry best practice or legal requirements. The latest version will apply to all new complaints received after it is published.

If you have any questions about this complaints procedure or how it applies to your situation, please contact us and we will be happy to clarify the process.