Battersea Removals Complaints Procedure

At Battersea Removals we aim to provide a reliable, professional and courteous removal service for every customer. We recognise, however, that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.

1. Purpose of this Complaints Procedure

This procedure is designed to give all customers a clear and fair process for reporting any dissatisfaction with our services, including home moves, office relocations, packing, loading, transport, storage handling and unloading. Our aim is to resolve issues as quickly as possible, learn from any mistakes and continually improve the quality of our removals service across our operating area.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response from us. This may include, but is not limited to:

Issues with the standard of our packing or handling of your belongings.

Concerns about the conduct, attitude or behaviour of our staff or subcontractors.

Delays, missed appointments or problems with timing or scheduling.

Disputes about charges, quotes or billing for removal work.

Damage, loss or alleged loss of items during a move.

Any aspect of our communication before, during or after your removal.

If you are unsure whether your issue is a complaint, please raise it with us anyway so we can help.

3. How to Make a Complaint

You can make a complaint to Battersea Removals in the way that is most convenient for you. You may contact us in writing or by telephone using the details provided on our website or your booking confirmation.

To help us deal with your complaint efficiently, please provide:

Your full name and contact details.

Your removal reference number or the date and address of the move.

A clear description of the issue you are complaining about.

Relevant dates, times and the names of any staff involved, if known.

Any supporting information, such as photographs, inventories or correspondence.

We recommend that complaints relating to damage or loss are made as soon as possible after you become aware of the problem, so that we can investigate thoroughly.

4. Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Our acknowledgement will confirm that we have received your concerns and will outline the next steps, including the expected timescale for our investigation and response.

5. Investigation Process

Your complaint will be passed to an appropriate senior member of staff for review. The person investigating will, where relevant:

Review your booking details, inventory and any job sheets.

Speak to the team members who carried out your removal.

Examine any supporting documents or photographs you have provided.

Consider any relevant company policies, terms and conditions or service standards.

We aim to carry out all investigations thoroughly, objectively and without unnecessary delay. If we need further information from you, we will contact you during the investigation.

6. Our Response and Possible Outcomes

After completing our investigation, we will provide you with a clear written response. This will normally include:

A summary of your complaint and the issues you raised.

Details of the investigation steps we have taken.

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

Any actions we will take to put things right where appropriate.

Information on any changes we plan to make to improve our service as a result.

Depending on the circumstances, possible outcomes may include an apology, corrective action on future bookings, staff training, a goodwill gesture, or consideration of compensation in line with our terms and conditions and any applicable insurance or liability limits.

7. Timeframes

We aim to provide a full response to your complaint within a reasonable timeframe. The exact timescale will depend on the complexity of the issue and whether we need to collect additional information or inspect items. If there is likely to be a delay, we will let you know and keep you updated on progress.

8. Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed by a more senior manager within Battersea Removals. When doing so, please explain why you remain unhappy and what outcome you are seeking.

The senior manager will review the handling of your complaint, the evidence considered and the decision made. They may contact you to clarify aspects of your complaint and will then provide a further written response, which will normally represent our final position on the matter.

9. Fairness and Confidentiality

All complaints are treated seriously and in confidence. We will handle your personal information in line with our privacy practices and will only share details internally with those who need them to investigate and respond. Raising a complaint will not affect your right to use our services in the future and you will be treated respectfully at all times.

10. Learning From Complaints

We use information from complaints to help us improve. This may involve updating procedures, providing additional staff training, reviewing how we plan and schedule moves, or improving our communication with customers. Our aim is to provide a consistently high standard of removal services for households and businesses across the areas we serve, and your feedback is an important part of that process.

11. Updates to this Complaints Procedure

Battersea Removals may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or relevant regulations. The most current version will always be available on our website, and you can also request a copy at any time.

If you have any questions about this Complaints Procedure or need assistance in making a complaint, please contact our team and we will be happy to help explain the process.