Islington Removals Complaints Procedure

Islington Removals is committed to providing a reliable and professional moving service for domestic and commercial customers. We understand that, despite our best efforts, things can occasionally go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to put things right and improve our services. Whether your concern relates to a home move, office relocation, packing service, loading and unloading, storage, or any other part of our removals operations, we will handle your complaint in a fair, courteous and timely manner.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, or communication before, during or after your move, where you would like a response or resolution. You do not need to use any specific wording for your concern to be treated as a complaint.

How to Make a Complaint

You can raise a complaint using any of the following methods:

In writing: You may write to our office, marked for the attention of the Complaints Manager. Please include your full name, the service address, the date of your move or booking, and a clear description of the issue you wish to raise.

By telephone: You may call our office to explain your concern. Our team will take details and pass the information to the appropriate manager to investigate. We may ask you to follow up in writing if further detail is needed.

In person: If you visit our office, you can outline your concerns to a member of our team. They will record your complaint and arrange for it to be reviewed by a manager.

When making a complaint, please provide as much detail as possible, including any relevant dates, item descriptions, inventories, photographs, or correspondence, so that we can investigate thoroughly.

Information We Need From You

To help us deal with your complaint efficiently, please include the following information where possible:

Your full name and contact details

The address for collection and delivery relating to the move

Your booking or reference number, if available

The date of the service and the crew involved, if known

A clear description of what happened and why you are dissatisfied

Details of any loss, damage, delay or inconvenience

What outcome you are seeking, such as an explanation, corrective action or compensation

Acknowledging Your Complaint

We aim to acknowledge all complaints promptly. Where you contact us in writing, we will confirm receipt within a reasonable time and advise if we need any further information. For telephone or in-person complaints, we will usually acknowledge your concern immediately and explain the next steps.

How We Investigate

Once we have received your complaint and the necessary information, a manager will review the matter. Our investigation may include:

Checking your booking details, inventory and any relevant paperwork

Reviewing notes made by our office team

Speaking with crew members or contractors who attended your move

Examining photographs or evidence you have supplied

Assessing our removals procedures, packing methods, and handling practices used in your move

We aim to complete our investigation within a reasonable timescale. If we anticipate any delay, we will keep you informed.

Our Response and Possible Outcomes

After we have investigated your complaint, we will provide a clear response setting out:

Our understanding of your concerns

The steps we have taken to review the matter

Our findings and, where appropriate, an explanation or apology

Any corrective action we propose, such as remedial work, a service review, staff training or process changes

Where your complaint involves loss or damage to goods, we will review this in line with our terms and conditions and any applicable insurance arrangements. Where appropriate, we may offer compensation or another form of resolution. Any offer will be made in writing, explaining how it has been calculated.

If You Are Not Satisfied

If you are unhappy with our initial response, you may request a review by a senior member of our team. Please set out why you remain dissatisfied and what further outcome you are seeking. The senior reviewer will reconsider the complaint, the evidence and the proposed resolution, and will then issue a final response.

Time Limits for Complaints

We recommend that you notify us of any concerns as soon as possible after your move, particularly in relation to loss or damage. This enables us to investigate while details are fresh and any evidence is readily available. Certain time limits may apply under our terms and conditions, especially for claims involving goods in transit or storage. Please refer to your contract documents for full details.

Complaints About Quotes and Bookings

If your complaint relates to a quotation, booking, pricing, surcharges, or changes to your moving date, we will review the records of all discussions and written communications. Our aim is to ensure that the information you receive about our removals, packing and storage services is clear, accurate and transparent. Where we find an error or miscommunication, we will try to offer a fair and reasonable solution.

Our Approach to Fairness and Respect

All complaints will be handled with respect, discretion and without discrimination. We ask that customers treat our staff in the same way. Abusive or threatening behaviour may limit how we can communicate, but it will not prevent us from considering any genuine concerns about our service.

Using Feedback to Improve Our Service

We regularly review complaints and feedback to identify patterns and opportunities to improve. This may include additional training for our moving crews, changes to packing materials or handling methods, adjustments to vehicle scheduling, or improvements to our booking and communication processes.

By following this Complaints Procedure, Islington Removals aims to resolve issues fairly while continually enhancing the quality and reliability of our removals services.