Camberwell Removals Complaints Procedure

Camberwell Removals is committed to providing a reliable and professional removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern and what you can expect from us in response.

Our Commitment to You

We aim to handle all complaints fairly, consistently, and promptly. Every complaint is taken seriously, regardless of its nature or value. Our objectives are to listen carefully, investigate thoroughly, respond clearly, and learn from your feedback so that we can continually improve our removals and related services.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removals, packing, storage, or related services, whether justified or not, where you would like a response or resolution. This may include, for example, issues relating to service quality, delays, communication, conduct of staff, handling of belongings, or administrative matters such as bookings and paperwork.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. We encourage written complaints where possible, as this helps us keep an accurate record of the issues you have experienced. Please include the following information so that we can address your complaint efficiently:

Your full name and contact details
Your move date or reference, if known
A clear description of what went wrong
When the issue occurred and who was involved, if known
Any relevant supporting information, such as inventories, photographs, or notes

If you raise your complaint verbally, a member of our team may make written notes to ensure we have a clear understanding of the matter.

Initial Resolution

In many cases, complaints can be resolved quickly by the team member you first speak to, such as a move coordinator or office representative. They will do their best to understand your concerns and offer a practical solution where possible. If the issue cannot be resolved immediately or you are not satisfied with the initial response, your complaint will be escalated in line with this procedure.

Formal Complaint Handling

When a complaint is treated as a formal complaint, it will be passed to a manager or other responsible person for investigation. We will:

Acknowledge your complaint within a reasonable timeframe
Review the details you have provided and any records we hold
Speak with staff members or third parties involved, where appropriate
Assess what happened against our policies, procedures, and service standards

We aim to complete our investigation and provide a clear response within a reasonable period. If, for any reason, our investigation takes longer, we will update you and let you know when you can expect a full reply.

Our Response

Once we have completed our investigation, we will provide you with a written or verbal response, depending on how you contacted us and your preferences. Our response will aim to:

Explain what we have found
Clarify whether we believe anything went wrong
Set out any steps we have taken or propose to take to put things right, where appropriate
Outline any changes we plan to make to reduce the likelihood of similar issues occurring in the future

Where your complaint relates to damage, loss, or other matters that may involve insurance or liability considerations, we may need additional time to review the circumstances and any relevant terms and conditions.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you can ask for a further review. In this case, another senior member of the team, who was not directly involved in the original handling of your complaint, will review the matter. They will consider:

Whether the complaint was investigated fairly and thoroughly
Whether the response was reasonable in light of our findings and obligations
Whether any additional information you have provided changes the outcome

After this review, we will provide you with our final position on your complaint. We will make it clear when our internal complaints procedure has been exhausted.

Time Limits

We encourage customers to raise complaints as soon as possible after an issue arises, as this helps us investigate effectively and keeps details fresh and accurate. In some circumstances, there may be time limits for certain types of claim under our terms and conditions or under law. These are separate from this procedure, and you should refer to your contract documents for further information.

Information and Confidentiality

We will handle all complaints with discretion and respect for your privacy. Information will only be shared internally with those who need it to investigate and resolve your complaint. We will store complaint records securely and in line with our data handling practices. We also use anonymised complaint data to identify patterns and improve our services across our operating area.

Continuous Improvement

Your feedback is valuable in helping us maintain and improve the standard of our removals and storage services. We review complaints periodically to identify any recurring issues and to update our training, processes, and quality controls. By raising your concerns, you are helping us to deliver a better service to you and to other customers in the future.