Islington Removals Complaints Procedure

Islington Removals is committed to providing a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve the issue fairly and efficiently.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and straightforward route to raise complaints about any aspect of our removals or related services. It applies to domestic and business customers, including packing, loading, transport, storage, delivery and associated customer care.

This procedure aims to ensure that complaints are handled:

Promptly and within reasonable timescales
Professionally, fairly and consistently
With respect for all parties involved
In a way that allows us to learn and improve our services

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service you have received or the way it was delivered. This can include, but is not limited to:

Concerns about punctuality of our crews or vehicles
Issues with packing, loading, unloading or delivery of your belongings
Alleged loss, damage or handling concerns relating to your items
Behaviour, attitude or conduct of our staff or contractors
Disagreements about information you were given before, during or after the move
Disputes about charges, invoices or agreed services

We also welcome feedback that does not amount to a complaint, as this helps us continually review and develop our services.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help us to clearly understand the issue and reduce the possibility of misunderstanding. Please include the following information where possible:

Your full name and address
Details of the service we provided, including dates and locations of your move or storage
A clear description of what went wrong and when it happened
Any reference numbers, such as job or invoice numbers
Details of any conversations you have already had with our team
What outcome or resolution you are seeking

Complaints should normally be raised as soon as reasonably possible after the issue occurs and ideally within 28 days. This helps us investigate while details are fresh and any evidence or documentation is still readily available.

Our Complaints Handling Stages

We operate a simple, two-stage complaints process designed to give you a clear route to resolution.

Stage 1: Initial Review and Response

Once we receive your complaint, we will acknowledge it in writing. We will record the details and assign it to an appropriate member of our management team for review.

During Stage 1 we will:

Review your account, job records and any relevant documents
Speak with the team members involved in your move, where appropriate
Consider any evidence you have provided, such as photographs or lists of items
Assess what went wrong and why it happened

We aim to issue a full written response within 10 working days of acknowledging your complaint. If we need more time, for example because we require additional information or are waiting for reports, we will let you know and provide an updated timescale.

Our Stage 1 response will explain:

Our understanding of your complaint
The steps we have taken to investigate
Our findings and any conclusions
Any remedies or actions we propose, which may include an apology, corrective actions, service improvements or, where appropriate, financial settlement in line with our terms and conditions and any applicable insurance or liability limits

Stage 2: Further Review or Escalation

If you are not satisfied with the outcome at Stage 1, you may request a further review. You should do this in writing, explaining why you are unhappy with the Stage 1 decision and what you would like us to reconsider.

At Stage 2:

Your complaint will be reviewed by a senior member of our management team who was not directly responsible for the original decision wherever possible
We may contact you to clarify details or to request additional information
We will re-examine the evidence and consider whether the original response was reasonable and in line with our obligations

We aim to provide a final written response within 10 working days of receiving your Stage 2 request. If more time is required, we will keep you informed of progress.

Our Approach to Fairness and Resolution

We recognise that complaints can be stressful, particularly where your personal possessions or business equipment are involved. Our approach is based on fairness, transparency and clear communication.

When deciding on a resolution, we will take into account:

The terms and conditions agreed before the move
The information and assurances given during the booking process
The evidence available from both you and our team
Any limits of liability or insurance cover relevant to your move
Whether we could reasonably have taken further steps to prevent the issue

We will always aim to resolve issues amicably and to your satisfaction where this is reasonable and consistent with our responsibilities.

Learning from Complaints

Complaints are an important source of feedback for Islington Removals. We regularly review complaint outcomes and look for patterns or recurring themes. Where appropriate, we may:

Update our staff training and guidance
Improve our booking and pre-move communication
Revise our operational procedures for handling, packing or transport
Clarify our written terms and documentation

By doing so, we aim to reduce the likelihood of similar issues arising in the future and to continually improve our removals and storage services.

Confidentiality and Data Protection

All complaints are treated in confidence. Information is only shared internally with those who need it to investigate and resolve the matter. We handle all personal data in line with our data protection obligations and only retain complaint records for as long as necessary for legal, regulatory or operational reasons.

Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, legal requirements or best practice in the removals industry.

If you have any questions about this procedure, or if anything is unclear, please contact us in writing and we will be happy to explain it further.