Clerkenwell Removals Complaints Procedure
Clerkenwell Removals is committed to delivering a professional and reliable removals service for all customers, whether moving locally or further afield. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take every complaint seriously and view feedback as an opportunity to improve the quality of our removal and storage services. Our aims when handling complaints are to:
Listen carefully and treat you with courtesy and respect at all times.
Deal with your complaint promptly and in a fair, objective manner.
Investigate thoroughly and gather all relevant information.
Provide a clear explanation of our findings and any outcome.
Where appropriate, offer a practical resolution and take steps to prevent similar issues from happening again.
What This Procedure Covers
This complaints procedure covers concerns or dissatisfaction you may have with any aspect of our services, including but not limited to:
Domestic or commercial moves.
Packing and unpacking services.
Loading, unloading, or transportation of goods.
Storage services associated with your move.
Customer service and communication before, during or after your move.
This procedure is not designed for routine enquiries, quote requests, or booking changes, which should be handled through our usual customer service channels.
How to Make a Complaint
You can raise a complaint in writing or verbally. For clarity and to help us investigate effectively, we encourage you to set out your complaint in writing wherever possible. Please include:
Your full name and contact details.
Your moving date and any reference numbers provided to you.
A clear description of what went wrong, including times and locations where relevant.
Details of any losses, damage, or inconvenience you believe you have suffered.
Any supporting information, such as photographs or inventories, that may help us understand the issue.
If you make a complaint verbally, we may ask you to confirm the key details in writing so we can ensure we have understood your concerns correctly.
Time Limits for Raising a Complaint
To help us investigate thoroughly, we ask that you raise your complaint as soon as reasonably possible after the issue occurs. For matters relating to potential loss or damage during a move, we strongly recommend that you notify us in writing within a short period of discovering the issue. This allows us to review schedules, speak with staff involved, and gather any relevant documentation while information is still readily available.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm:
That we have received your complaint.
Who will be responsible for handling it.
The expected timescale for a more detailed response.
If we need further information from you, we will request it at this stage to avoid unnecessary delays.
Stage 2: Investigation
Your complaint will be investigated by an appropriate member of our team, who may:
Review your booking details, inventories, and any relevant paperwork.
Speak to staff members or third parties involved in your move.
Consider any photographs, reports, or supporting documents you have supplied.
Assess any applicable terms and conditions and relevant industry standards.
We aim to complete our investigation and provide a substantive response within a reasonable period. If we require more time due to the complexity of the matter, we will let you know and keep you updated.
Stage 3: Response and Outcome
Following our investigation, we will provide you with a clear written response that will usually include:
A summary of the complaint and how we have understood your concerns.
An outline of the steps we have taken to investigate.
Our findings, including whether your complaint has been upheld in full or in part, or not upheld.
Details of any proposed resolution, which may include, where appropriate and subject to our terms, remedial work, service improvements, or financial remedies.
Information about what you can do if you remain dissatisfied with our response.
If You Are Not Satisfied With Our Response
If you are unhappy with the outcome of your complaint at Stage 3, you may request that it be reviewed by a senior member of management not previously involved in the investigation. You should set out why you remain dissatisfied and what outcome you are seeking.
The reviewing manager will reassess the information, consider any additional points you raise, and issue a final response. This response will confirm our final position on the matter.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and resolve the issue. We handle all personal data in line with applicable data protection requirements, and we will retain records of complaints for an appropriate period to help us monitor and improve our services.
Using Feedback to Improve Our Services
We regularly review the complaints we receive to identify patterns or recurring issues. This helps us to refine our processes, improve staff training, and enhance the overall customer experience across our removal and storage services. By raising any concerns you have, you are helping us maintain high standards and provide a better service for all customers.
Availability of This Procedure
This complaints procedure is available to all customers of Clerkenwell Removals. You can request a copy at any time, including before booking a move. If you need this information in a different format, please let us know and we will do our best to accommodate your needs.
