Removals Liverpool Formal Complaints Procedure
This Complaints Procedure explains how customers of our removals service can raise concerns, how those concerns will be investigated, and what outcomes can be expected. Our aim is to handle every complaint promptly, fairly and consistently, and to use the outcome to improve our services across Liverpool and the surrounding areas.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, accessible route for customers to raise issues about any part of our removal services, including but not limited to home moves, office relocations, packing, storage handling, punctuality, conduct of staff and damage to property or belongings. We will always take reasonable steps to resolve matters informally at an early stage where possible, while still giving you the option to make a formal complaint if you wish.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our removals service, whether written or verbal, where a response or resolution is expected. Examples may include missed or delayed collections or deliveries, concerns about the condition of your items, issues with communication before, during or after the move, behaviour or professionalism of our team, and disputes about charges or quoted services.
Raising a concern does not affect your statutory rights. We welcome all feedback, whether positive or negative, and treat complaints as an opportunity to put things right and improve our service to customers in Liverpool and beyond.
3. How to Make a Complaint
You can make a complaint verbally or in writing. For the clearest record, we recommend putting your complaint in writing so that we can review all details carefully.
When making a complaint, please provide the following information where possible:
Your full name and any reference or booking number, the date of your move or service, a clear description of what went wrong, including relevant dates, times and locations, the names of any staff involved, if known, and what outcome you are seeking, for example an explanation, apology, corrective action or compensation where appropriate.
If you require assistance in making a complaint, for example due to language, disability or other accessibility needs, please inform us and we will make reasonable adjustments to support you.
4. Timescales for Raising a Complaint
We encourage customers to raise complaints as soon as reasonably possible after the issue arises. This allows us to investigate while details are still fresh and any supporting information is easier to obtain.
While we will consider complaints raised later, delays may limit the evidence available and may affect the outcome, particularly in relation to alleged damage or loss of items connected with a removal service.
5. Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that your complaint has been logged, explain the next steps and likely timescales, and provide details of who is responsible for handling your case.
Where additional information is required to begin a full investigation, we may contact you to request further details or clarification.
6. Investigation Process
All complaints are handled by a responsible person who was not directly involved in the issue where this is practical. The investigation may include reviewing booking records and correspondence, speaking with the staff and crew members involved, examining any relevant documentation such as inventories or job sheets, considering photographs or other evidence provided, and assessing whether our policies and procedures were followed correctly.
We aim to be thorough and impartial and will look at the events from both your perspective and that of our team, taking into account our obligations as a professional removals company serving customers in and around Liverpool.
7. Our Response and Possible Outcomes
When the investigation is complete, we will provide a written response. This will normally include a summary of your complaint, an outline of the investigation carried out, our findings, and our decision and any action we propose to take.
Depending on the circumstances, outcomes may include an explanation of what happened and why, an apology where we are at fault, corrective action to address any ongoing issues, a review or change to our procedures or training, and where appropriate, consideration of compensation in line with our terms and conditions and any applicable insurance arrangements.
We will clearly explain the reasons for our decision even if we do not fully uphold your complaint.
8. Timeframe for Resolving Complaints
We aim to resolve most complaints within a reasonable and proportionate timescale depending on the complexity of the issues. Some matters may be resolved quickly, while others that require detailed investigation, contact with third parties or review of multiple records may take longer.
If we are unable to meet an indicated timescale, we will keep you informed of progress and explain the reasons for any delay.
9. Escalation and Further Review
If you are not satisfied with our initial response, you may request an internal review. This will be conducted, where possible, by a more senior member of staff or someone not previously involved in considering your complaint.
During this review, we will reassess the evidence, consider any new information you provide, and confirm whether our original decision should be upheld, varied or overturned. We will then write to you with our final position.
10. Record Keeping and Data Protection
We keep records of complaints received, investigations carried out and outcomes reached. These records help us identify trends, areas for improvement and training needs across our removals operations in the Liverpool area.
All personal information provided in connection with a complaint is handled in accordance with our data protection obligations. Information is used only for the purpose of handling your complaint, improving our services and meeting any legal or regulatory requirements.
11. Continuous Improvement
We review complaints regularly to identify recurring issues or areas where customer expectations are not being fully met. This may lead to changes in our procedures, staff training, quality checks, communication methods or the way we organise and deliver removal services for households and businesses.
By following this Complaints Procedure, we aim to ensure that every concern is taken seriously and dealt with fairly, and that customers using our Liverpool removals service can have confidence that any problems will be addressed in a structured and professional way.
