South Lambeth Removals Complaints Procedure

South Lambeth Removals is committed to providing a reliable, professional removals and storage service for customers across our operating area. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond and what you can expect at each stage of the process.

1. Purpose and scope of this procedure

The purpose of this Complaints Procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our services, including but not limited to home moves, office removals, packing, loading and unloading, storage, and related administration. This procedure applies to all customers who have booked or received services from South Lambeth Removals.

We treat all complaints seriously and use the information you provide to improve our services, staff training and internal systems.

2. What is a complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service, actions, or lack of actions by South Lambeth Removals or our staff. This may include:

Concerns about the quality of packing or handling of goods, punctuality of crews or vehicles, conduct or behaviour of staff, damage to property or belongings, accuracy of quotations or invoices, or communication before, during or after your move.

We encourage you to raise issues as soon as you become aware of them so that we can address them promptly.

3. How to make a complaint

You can make a complaint in writing or verbally. We recommend submitting your complaint in writing, as this allows us to understand the detail clearly and to keep an accurate record of all points raised.

When making a complaint, please provide the following information wherever possible:

Your full name and postal address, any booking or reference number, the date of your removal or service, a clear description of what went wrong, including times and locations where relevant, details of any staff you dealt with, and what outcome you are seeking, for example an explanation, an apology, corrective action or reimbursement where appropriate.

If your complaint relates to loss or damage, please also include a description of the item, the nature of the damage, and any supporting evidence such as photographs or receipts, if available.

4. Time limits for raising a complaint

To help us investigate fully, we ask that you raise your complaint as soon as possible, and no later than 14 days after the date the service was carried out. Complaints about loss or damage to goods should be submitted within 7 days of the move or the date you became aware of the issue. Complaints raised outside these time frames may be more difficult to investigate, although we will still consider them where reasonable.

5. Acknowledgement of your complaint

Once we receive your complaint, we will acknowledge it in writing. This acknowledgement will normally be sent within three working days. In our acknowledgement we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.

6. Investigation process

Your complaint will be allocated to an appropriate member of our management team who was not directly involved in the events complained about, wherever possible. The investigation may include reviewing your booking details and paperwork, speaking with the crew members or office staff involved, examining photographs, inventory lists or other evidence, and, where relevant, assessing any reported damage or loss.

We may contact you for further information or clarification during the investigation. Providing prompt and detailed responses will help us to resolve the matter more quickly.

7. Our response and outcomes

Once our investigation is complete, we will send you a written response explaining our findings and any actions we propose to take. We will aim to provide this response within 14 working days of acknowledging your complaint. If we need more time due to the complexity of the matter, we will inform you of the reasons and provide an updated timescale.

Possible outcomes may include an explanation of what happened and why, an apology where we have fallen short of our standards, corrective actions to put things right where reasonably possible, service improvements or staff training, and where applicable and appropriate, a goodwill gesture or financial settlement in line with our terms and conditions and any applicable insurance cover.

8. If you are not satisfied with our response

If you are unhappy with our initial response, you may request that your complaint is reviewed. In your request, please explain why you are dissatisfied and what you would like us to reconsider. A senior member of management, who was not involved in the original investigation where possible, will review the complaint, the evidence, and our initial decision.

We will aim to complete this review and provide a final written response within 14 working days of your request for a review. This final response will set out our position and any further actions we intend to take.

9. Fairness, confidentiality and data protection

We handle all complaints fairly, objectively and without discrimination. Your complaint will not adversely affect any ongoing or future services you receive from South Lambeth Removals.

All information provided in connection with a complaint will be treated as confidential and handled in accordance with data protection laws. We will only share details with staff or representatives who need the information in order to investigate and resolve the matter.

10. Learning from complaints

Complaints are an important source of feedback that helps us improve the quality and reliability of our removals services. We regularly review complaints received to identify trends, recurring issues and opportunities for improvement. This may lead to additional staff training, changes to operational procedures, improvements in communication with customers, and updates to our terms, documentation or internal systems.

11. Amendments to this procedure

South Lambeth Removals may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version in force at the time you raise your complaint will apply to the handling of that complaint.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us and a member of our team will be happy to provide clarification.