Stockwell Removals Complaints Procedure

Stockwell Removals is committed to providing a reliable and professional removals service, from local home moves to larger office and commercial relocations. We work hard to maintain high standards of care, communication and punctuality. However, we recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and efficiently.

Purpose of this Complaints Procedure

The aims of this Complaints Procedure are to provide a clear and accessible way for customers to tell us if they are unhappy with any aspect of our removals or related services, to ensure complaints are handled promptly, consistently and fairly, and to help us learn from feedback so that we can improve our service to customers in our operating areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the services provided by Stockwell Removals, whether this relates to domestic or office moves, packing services, storage, or any associated service, and whether the issue arose before, during or after the move date.

Examples of complaints include concerns about punctuality and timing of the move, conduct or attitude of staff, damage to property or belongings, quality of packing or handling, charges, invoicing or clarity of quotations, and communication before, during or after the move.

Who Can Make a Complaint

Complaints can be made by the person who booked the move or storage service, another member of the same household or business who was directly affected by the removal, or an authorised representative acting on behalf of a customer, provided they have the customer’s permission to do so.

How to Make a Complaint

You may make a complaint in writing or by speaking with us. To help us investigate and respond effectively, please provide your full name and contact details, your booking reference or removal date, the address or addresses where the service was carried out, a clear description of what went wrong and when it happened, details of any loss or damage and any supporting information you may have, and an indication of what outcome you are seeking. While we accept verbal complaints, we may ask you to confirm your concerns in writing if the matter is complex or involves potential loss or damage, so that there is a clear record of the issues raised.

Time Limits for Raising a Complaint

We encourage customers to raise concerns as soon as possible so that we can put things right quickly. In order to support a thorough investigation and, where relevant, to review vehicle logs, staff statements and any images or records, we ask that complaints are made within a reasonable timeframe from the date of the move or from when you first became aware of the issue.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. Where possible, we aim to resolve straightforward complaints immediately or within a short period of time. For example, this may include clarifying information on a quotation, correcting a minor billing issue, or providing an explanation for any delays that occurred on the move day. If we are able to resolve the issue at this stage, we will confirm the outcome to you.

Stage 2: Detailed Investigation

If your complaint cannot be resolved immediately, or if it involves allegations of damage, loss or a more serious service failure, it will be escalated for a more detailed investigation. This may involve speaking with the crew involved in your move, reviewing job sheets and schedules, examining any photographs or written evidence, and checking relevant terms and conditions applicable to your booking. We will aim to complete this investigation within a reasonable timescale. If we require additional time, we will let you know and explain why, and we may ask you for further information if needed to complete our review.

Stage 3: Response and Outcome

After our investigation, we will provide you with a written response setting out a summary of your complaint, the steps we took to investigate, our findings, and our decision and any proposed resolution. Possible outcomes may include an apology and explanation, corrective action, service improvements or changes to internal procedures, or where appropriate and justified, financial remedies in line with our terms and conditions and any applicable cover or insurance you have in place. If we do not uphold your complaint, we will explain the reasons clearly.

Damage, Loss and Insurance-Related Complaints

If your complaint relates to damage to property or belongings, loss of items, or other issues that may involve insurance or liability assessments, we may need specific details of the items affected, including descriptions, estimated value, and any supporting evidence such as photographs or purchase information. All such complaints will be considered in line with our standard terms and conditions, agreed limits of liability and any additional cover you may have requested. We may not be able to consider claims where evidence is insufficient or where issues are reported outside the timescales set out in your contract documentation, but we will always review the circumstances fairly.

Confidentiality and Data Protection

All complaints will be handled sensitively and in confidence. Information will only be shared with those who need it in order to investigate and respond to the issues raised. We will process any personal information you provide in line with our obligations under data protection law and our internal privacy practices.

Using Feedback to Improve Our Service

We value complaints as an important source of feedback on the quality of our removals and related services in the areas we operate. Every complaint is recorded and reviewed so that we can identify patterns, provide additional training where needed, and improve our planning, communication and handling processes. Our aim is not only to resolve individual issues but to reduce the chances of similar problems arising for future customers.

Accessibility and Support

If, for any reason, you find it difficult to make a complaint or to provide information in writing, please let us know. We will take reasonable steps to support you in explaining your concerns, and we can agree an alternative method of communication that works better for you where this is practical.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Stockwell Removals reserves the right to amend the procedure from time to time. The version available on our website will always be the most up to date.