Putney Removals Complaints Procedure

This Complaints Procedure explains how Putney Removals handles concerns and complaints about our moving and storage services. Our aim is to resolve any issues quickly, fairly and transparently, while using feedback to continually improve our work for customers planning a move in and around our service area.

Our commitment to you

Putney Removals is committed to providing a professional, dependable and courteous removal service. If something goes wrong, we want to know about it as soon as possible so we can put matters right where we are able to do so. We treat every complaint seriously and aim to resolve problems at the earliest possible stage.

This procedure sets out how you can raise a complaint, what information we need from you, how we will investigate your concerns, and the timescales you can expect us to work to.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response. This can include, for example, concerns about:

Service quality during your move, including packing, loading, transport or unloading.

Conduct, behaviour or professionalism of our staff or contractors.

Missed or delayed appointments, late arrival or scheduling issues.

Loss of, or damage to, items that you believe occurred during your move.

Accuracy of information provided before you booked, such as quotations or service descriptions.

Billing, charges, or how your payment has been handled.

We encourage you to raise any concern, however small, so that we can address it promptly.

How to make a complaint

You can make a complaint in writing or by speaking to us. Written complaints help us to understand your concerns more clearly and create a record for both parties. When submitting a complaint, please clearly mark it as a complaint and include as much detail as possible.

To help us investigate your complaint efficiently, please provide:

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

The date of your move and any booking or reference number issued to you.

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

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

Any evidence that might assist us, such as photographs, inventories or written notes.

What outcome you are seeking, for example an explanation, apology, practical remedy or compensation where appropriate.

Stage 1: Informal resolution

In many cases, issues can be resolved quickly and informally. If you experience a problem on the day of your move, please raise it with the team leader on site as soon as possible. They will try to resolve the matter immediately where they have the authority and ability to do so.

If the team leader cannot resolve the issue to your satisfaction, or if the problem only becomes apparent after the move, you can escalate the matter to our office for a more formal review under Stage 2 of this procedure.

Stage 2: Formal complaint

When we receive a formal complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in our investigation and provide an estimated timescale for our response.

A member of our management team will review your complaint. They may contact you to clarify details, request additional information or evidence, or arrange a convenient time to talk through the matter in more detail.

We aim to provide a written response to formal complaints within 14 working days of acknowledgment. If the issue is complex and we need more time to investigate, we will keep you informed of progress and provide an updated timescale.

How we investigate complaints

Our investigation may include one or more of the following steps, depending on the nature of your complaint:

Reviewing your booking details, removal inventory and any related documentation.

Speaking with the team members who carried out your move or handled your booking.

Inspecting photographs and other evidence that you provide to support your complaint.

Checking our internal procedures, notes and schedules that relate to your move.

Once our investigation is complete, we will write to you with our findings and our proposed resolution.

Possible outcomes

Depending on the circumstances of your complaint and the findings of our investigation, outcomes may include one or more of the following:

A clear explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Practical steps to put things right where possible, such as corrective work or additional services.

A review of our processes or staff training to reduce the risk of similar issues occurring in the future.

Where appropriate and in line with our terms and conditions, a financial remedy or contribution towards repair or replacement costs.

Escalation if you remain dissatisfied

If you are not satisfied with our final response at Stage 2, you may ask for a further review by a more senior member of our management team who has not previously been involved in your complaint. They will reassess the matter and provide a final written response, normally within 14 working days of your escalation request.

This internal review will focus on whether your complaint has been handled fairly, thoroughly and in line with this procedure and our contractual obligations.

Time limits for reporting complaints

We ask that you report any visible loss or damage to items or property as soon as possible and no later than 7 days after your move. For other types of service concerns, such as conduct or scheduling, we ask that you raise these within a reasonable time so that we can properly investigate while information and evidence are still available.

Using feedback to improve our service

All complaints are logged and reviewed periodically by our management team. We use this feedback to identify patterns, improve training and refine our procedures. Our goal is to deliver a consistently reliable removals service across our operating area, ensuring that customers can move home or business premises with confidence.

Updates to this Complaints Procedure

Putney Removals may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals industry. The current version will always apply to any complaint raised at that time.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact our office for further information.