Streatham Removals Complaints Procedure

Streatham Removals is committed to providing a reliable, professional and considerate removals service. We recognise that, on occasion, customers may feel that we have not met the standards they expect. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair method for dealing with any dissatisfaction relating to our removals, packing, storage or associated services. It is designed to:

Ensure complaints are taken seriously and handled promptly.
Ensure all customers are treated respectfully and fairly.
Help us investigate issues thoroughly and objectively.
Identify areas where we can improve our services across our operating areas.

What This Procedure Covers

This procedure applies to complaints about any part of our service, including but not limited to:

House removals and flat moves.
Office and commercial relocations.
Packing and unpacking services.
Loading, transportation and unloading of goods.
Short-term or long-term storage services.
Customer service before, during or after your move.
Conduct and behaviour of our staff or contractors.

It does not cover routine requests for information, general queries about quotes, or simple service adjustments such as date changes. These will be handled as normal customer service matters.

How to Make a Complaint

We encourage you to raise any concern as soon as possible so that we can address it quickly and effectively. You may make a complaint in writing. Please provide the following information to help us deal with your complaint efficiently:

Your full name and contact details.
Your job or reference number, if available.
The date of your move or the service concerned.
A clear description of what went wrong, including dates and times where possible.
Details of any conversations you have already had with our team about the issue.
What outcome or resolution you are seeking, if you have a preference.

Complaints should be made by the person who booked the removal or an authorised representative acting on their behalf.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of our management team.

We aim to:

Acknowledge your complaint within five working days.
Provide you with the name or role of the person handling your complaint.
Give you an initial indication of the likely timescale for our full response.

At this stage, we may contact you for clarification or to request additional details, particularly where the matter relates to specific items, access arrangements, or events on moving day.

Stage 2: Investigation of Your Complaint

The person handling your complaint will carry out a thorough investigation. Depending on the nature of your concerns, this may include:

Reviewing your booking details, inventory and any agreed terms.
Speaking with the removals crew, team leaders or office staff involved.
Reviewing any photographs, records or notes made during the move.
Considering relevant policies, insurance terms and industry standards.

We aim to complete our investigation and provide a full written response within 15 working days of acknowledging your complaint. If we are unable to meet this timescale, for example due to the complexity of the issue, we will inform you and advise when you can expect a full response.

Stage 3: Our Response and Proposed Resolution

Following our investigation, we will write to you setting out:

A summary of your complaint and the issues raised.
The steps we have taken to investigate the matter.
Our findings based on the information available.
Any apology where appropriate.
Any proposed remedy or actions we will take.

Possible outcomes may include an apology, an explanation, corrective actions for future moves, or where appropriate and in line with our terms, a goodwill gesture or other form of redress. Each case is considered on its facts and the evidence available.

Stage 4: Escalation if You Are Not Satisfied

If you are not satisfied with our Stage 3 response, you may ask for your complaint to be reviewed by a senior member of our management team. You should do this in writing, explaining why you are unhappy with the outcome and what you believe has not been addressed.

We will acknowledge your request for escalation within five working days and carry out a further review. This review may involve reassessing evidence, seeking additional information or clarifying aspects of the original response. We will then provide you with a final written response, normally within 15 working days of acknowledging the escalation.

Timescales for Raising a Complaint

To help us investigate fairly and effectively, we ask that you raise any complaint as soon as practicable and ideally within 28 days of the service being provided. Complaints made much later can be harder to investigate because information may no longer be available in sufficient detail.

Our Commitments During the Process

Throughout the complaints procedure, Streatham Removals is committed to:

Dealing with your complaint impartially and respectfully.
Keeping your information confidential and only sharing it where necessary for the investigation.
Communicating clearly and avoiding unnecessary jargon.
Providing reasons for our decisions and proposed resolutions.
Using your feedback to improve our removals, packing and storage services for future customers.

Continuous Improvement

All complaints, whether minor or significant, are recorded and periodically reviewed by management. We look for patterns, recurring issues and opportunities to refine our working practices, staff training and customer communication. This helps us maintain consistent standards across our service area and support a smoother moving experience for every customer.

Updates to This Procedure

We may review and update this Complaints Procedure from time to time to reflect changes in our services, business practices, or legal and regulatory requirements. The version in force at the time you raise your complaint will apply to the handling of your case.