St Johns Wood Removals Complaints Procedure

St Johns Wood Removals is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our service, how we will deal with your complaint, and the standards 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 process for handling complaints from customers who have used our removals or related services. It is designed to:

Ensure your complaint is taken seriously and handled promptly.

Provide a structured approach to investigating concerns.

Offer a suitable resolution where a complaint is upheld.

Help us identify areas where we can improve our services across our operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from St Johns Wood Removals or anyone acting on our behalf. Complaints may relate to, for example:

The conduct, attitude or punctuality of our staff or crews.

The handling, packing, loading or unloading of your belongings.

Damage, loss or misplacement of items during a move or storage period.

Administration issues such as bookings, documentation or invoicing.

Any failure to follow agreed instructions or timescales.

This procedure is not intended for general enquiries, booking changes or requests for quotations, which will be dealt with through our standard customer service channels.

How to Make a Complaint

You can raise a complaint with us in writing or by telephone. Written complaints help us keep a clear record of the issues you have experienced and are therefore preferred where possible. When making a complaint, please provide the following information so we can investigate efficiently:

Your full name and, if applicable, the name under which the booking was made.

The service address and the date of your move or related service.

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

Details of any staff you have already spoken to about the problem.

Any supporting information that may assist our investigation, such as photographs, inventories, job reference numbers or copies of correspondence.

Timeframe for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the issue arises. Prompt reporting helps us gather accurate information from our crews, review route schedules, and check any relevant records. Complaints about damage to property or belongings should be raised as soon as the damage is noticed. Depending on any applicable terms and conditions, including insurance-related time limits, delays in reporting may affect the range of remedies available.

How We Will Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable period of time. Our acknowledgement will usually:

Confirm that we have received your complaint.

Provide an initial indication of who will be handling it.

Outline the next steps and an estimated timescale for our investigation and response.

If we need further information from you in order to proceed, we will let you know at this stage.

Investigation of Your Complaint

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the matter you are complaining about wherever possible. The investigation may include:

Reviewing your booking details, inventories and job notes.

Taking statements from the crew or staff involved.

Examining any photographs, video or other evidence you provide.

Inspecting any reported damage where practical.

Reviewing relevant procedures to assess whether they were followed.

We aim to conduct our investigation fairly, objectively and without undue delay. If the matter is complex or requires additional time, we will keep you updated on progress.

Our Response and Possible Outcomes

Once our investigation is complete, we will provide you with a written or verbal outcome, depending on how you raised the complaint. Our response will normally include:

A summary of your complaint.

Details of the investigation we have carried out.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any proposed remedy or action we will take.

Where a complaint is upheld, possible outcomes may include:

An apology and explanation.

Corrective action to resolve an ongoing problem.

A goodwill gesture or contribution toward repair or replacement, where appropriate and in line with the terms and conditions of our service and any insurance arrangements.

Changes to our internal procedures, training or systems to reduce the risk of similar issues in the future.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome or feel that your complaint has not been handled properly, you may request a review of the decision. When asking for a review, please clearly explain why you are dissatisfied and provide any additional information you believe is relevant.

Your request will be considered by a senior member of the company who was not involved in the original investigation where possible. Following this review, we will issue a final response. This final response represents the conclusion of our internal complaints process.

Insurance, Liability and Legal Rights

Some complaints, especially those involving loss or damage to property, may be governed by specific terms and conditions, including insurance policies and applicable limitations of liability. Our assessment of such complaints will therefore take into account the contractual basis on which we provided services to you. Nothing in this Complaints Procedure is intended to override your statutory rights or our contractual obligations.

Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with applicable data protection laws. Information you provide will be used solely for the purposes of investigating and resolving your complaint, improving our services, and meeting our legal and regulatory obligations. We will retain records of complaints and outcomes for an appropriate period, which helps us monitor performance and identify any recurring issues in the areas we serve.

Continuous Improvement

St Johns Wood Removals values feedback from all customers across our service area. We use information gained from complaints to review and refine our practices, training, equipment and customer communication. By following this procedure, we aim to deal with concerns fairly and constructively, while maintaining the professional moving and relocation service on which our reputation is built.