Complaints Procedure for Tufnell Park Removals

Our removal company is committed to providing reliable and professional home and office moving services in and around Tufnell Park. We recognise that, on occasion, things may not go entirely to plan. When that happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The aim of this procedure is to provide a clear and fair process for customers to raise issues about our removal services. It applies to all aspects of our work, including local moves, longer distance moves, packing services, loading and unloading, storage handling, and any additional moving support we provide. The procedure is intended to ensure that all complaints are dealt with promptly, consistently and transparently.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from our removal company, whether it relates to conduct of staff, timing, handling of goods, damage or loss, communication, or administration. You do not need to use the word complaint for it to be treated formally. If you are unhappy and want us to respond, we will handle your concern under this procedure.

Raising an Informal Concern

In many cases, concerns can be resolved quickly and informally. If an issue arises during your move, please raise it with the team leader on site as soon as you become aware of it. Our moving staff will do their best to address problems straight away, such as re-positioning items, clarifying agreed services, or rectifying minor issues before the job is completed.

If the issue cannot be resolved at the time, or you remain dissatisfied, you may then use the formal complaints process described below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our Tufnell Park removal services, please set out your concerns in writing. Written complaints allow us to record the details accurately, investigate thoroughly, and provide you with a clear written response. When submitting your complaint, please include the following information so we can deal with it efficiently:

The date of your move or planned move, your full name and address, a description of what went wrong, including times and any relevant details, details of any loss or damage you believe has occurred, and what outcome you are seeking, such as an explanation, apology, remedial work, or compensation.

Providing as much information as possible at the outset will help us investigate your complaint without delay.

Time Limits for Submitting a Complaint

We ask that you send any formal complaint as soon as reasonably possible after the issue arises. For concerns about damage or loss to items, we recommend that you let us know in writing within a reasonable period after the move is completed, so we can properly assess the circumstances. Complaints made long after a move has taken place may be more difficult to investigate fully, but we will still review each case on its merits.

Our Acknowledgement of Your Complaint

Once we receive your written complaint, we will acknowledge it in writing. In our acknowledgement, we will confirm that we have received your complaint, provide a reference if applicable, explain the next steps in the process, and outline any information we may need from you.

We aim to acknowledge all complaints within a reasonable number of working days.

Investigation Process

Your complaint will be reviewed by a manager or senior member of staff who was not directly involved in the incident wherever possible. As part of the investigation, we may check job records and documentation, speak to the removal team and any office staff involved, and review any photographs, inventories or condition reports. If required, we may contact you during this stage to clarify details or request additional information or evidence, such as photographs of alleged damage.

Our goal is to carry out a fair, objective and thorough investigation so that our final response is based on the facts available.

Our Response and Proposed Resolution

After completing the investigation, we will send you a written response. This will set out a summary of your complaint, an explanation of our findings, our decision on whether your complaint is upheld in full, in part, or not upheld, and details of any proposed resolution or goodwill gesture. Resolutions may include an apology and explanation, practical steps to remedy the situation where possible, review or improvement of internal procedures, and, where appropriate and in line with our terms and conditions, an offer of financial settlement.

We aim to provide a full written response within a reasonable timeframe from acknowledging your complaint. If we are unable to do so, we will update you with the reason for the delay and an estimated completion date.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome or feel that your complaint has not been dealt with fairly, you may write to us again, setting out the reasons why you remain dissatisfied. Where appropriate, your case may be reviewed by a more senior person within the company who was not involved in the original investigation. Following this review, we will send a final written response, confirming our position and any further actions we can reasonably take.

Claims for Loss or Damage

Any claims for loss or damage to goods moved or handled by us are subject to our standard terms and conditions and any applicable insurance provisions agreed at the time of booking. It is important that you review those terms carefully, as they set out limits on liability, requirements for reporting damage, and any exclusions that may apply. When investigating such claims, we will consider the contractual arrangements, condition of items, packing method, and whether any pre-existing damage was noted. We may request evidence such as original purchase information, photographs, or independent assessments where relevant.

Using This Procedure Alongside Other Rights

This complaints procedure does not affect your legal rights. You may seek independent advice at any time about your options in relation to a dispute with a removal company. However, we encourage you to allow us the opportunity to resolve matters through this internal process first, as many issues can be settled quickly and amicably when addressed directly.

Continuous Improvement of Our Removal Services

We value all feedback, both positive and negative, from customers who use our moving services in Tufnell Park and surrounding areas. Complaints help us identify where our systems, training or communication can be improved. We regularly review complaints data, look for patterns and recurring issues, and implement changes where needed. By following this procedure, you are helping us maintain and raise the standards of our local removal services for future customers.

Confidentiality and Data Protection

All complaints will be handled sensitively and in confidence. Information will only be shared with members of staff who need it to investigate and resolve the issue. Any personal data you provide in connection with a complaint will be processed in accordance with our data protection obligations and retained only for as long as necessary to handle the matter and meet regulatory or legal requirements.

We are committed to dealing with every complaint fairly and respectfully. If you have any concerns about a recent or upcoming move, please use this procedure to let us know so we can work with you towards a fair resolution.